Job Description
Overview :
This posting will close at 5:00PM on the close date.
Under general supervision, acts as the central point of contact for technical assistance requests by receiving and tracking IT service requests, coordinating resolution response between internal IT department sections and requesting parties and, where possible, resolves issues immediately over the phone or chat system using remote management tools. Reports on service requests and other departmental key performance measures. Maintains and tracks the departmental project list.
Responsibilities :
(A position may not include all of the duties listed, nor do the listed examples include all of the duties which may be found in a position of the class. An individual must be able to perform the essential functions listed below and a reasonable accommodation may be made available to qualified individuals with disabilities to perform the essential functions of the job).
1. Coordinate and directly participate in providing technology support services to staff.
Respond to questions from callers and walk-ins; Review information provided on new service requests and gather additional information as necessary to assist in determining what the issue is; remotely assist staff with technology problems. Direct calls to appropriate IT staff or sections as needed.
Receive, resolve and oversee trouble reports and service requests.
Ensure timely issue resolution.
Be present and visible in the service desk area and available to users requiring technical assistance.
Follow standard service desk operating procedures; accurately log all Service Desk contacts using tracking software.
Create or participate in the creation of demonstration/training videos, process documentation and knowledge base articles for end users and IT department staff.
2. Manage escalation procedures.
Track work requests passed to other sections of the IT department.
Act as the central point of communication between end users and the IT department in the management of service requests.
Communicate status of work, incidents and problems to end users. Ensure all parties needing information on an issue are kept informed.
Post information regarding service outages to any web portals maintained by IT for service requests, knowledge bases, etc.
3. Analyze IT service performance and provide information necessary to proactively address service trends.
Create and provide reports on service performance, including Service Level Agreement (SLA) performance, Operational Level Agreement (OLA) performance, Underpinning Contract (UC) performance and Problem resolution.
Identify Problems (as defined by ITIL) and roll up Incident service requests under Problem resolution requests.
4. Learn fundamental operations of commonly used software, hardware and other equipment.
Have knowledge of all computer policies.
Become familiar with available help resources.
Stay updated on technology.
Have knowledge of county-wide software systems, network printers, scanners and other equipment commonly used in the county. Maintain knowledge of how these systems are configured to operate in the county environment.
Become familiar with county IT policies, services and staff.
5. Act as a backup to the IT Administrative Assistant as needed.
Process receiving.
Handle incoming departmental phone calls.
Create and manage administrative paperwork.
Greets and directs visitors.
ADDITIONAL DUTIES. Perform other job-related duties as assigned.
Qualifications :
Education. High School Diploma or equivalent.
Experience. One (1) year of full-time customer service experience related to computer support.
Education/Experience substitution. In accordance with County policy.
Licenses/Certifications. Not Applicable
Other (e.g., post-offer medical exam, polygraph, background check, driver’s license record, etc.). NCIC and background check
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION:
Must have knowledge of personal computer hardware and software, telephone systems and office procedures. Ability to troubleshoot issues. Strong problem solving skills. Knowledge of methods used to diagnose problems with technical systems such as computer software, computer hardware and telephony systems. Knowledge of general office procedures.
Must have ability to operate standard computer equipment including word processor and multi-line telephone system; learn software systems; read and interpret reference manuals; work long hours occasionally when meeting deadlines; make critical judgments concerning operations that affect computer systems, software and county data files; utilize necessary computer applications; communicate effectively, in oral and in written form; and establish and maintain professional, effective and cooperative working relationships with others.
Job Tags
Permanent employment, Full time, Contract work, Immediate start, Remote job,