Asset Coordinator - Help Desk Technician

Reporting to the Client Assistance Manager incumbent provides helpdesk support solutions that include but are not limited to software and hardware diagnostics, troubleshoot and repair. This position will also need to assist in software installation for all County departments. The position uses call tracking software to record the progress of calls and provide management with detailed status reports in addition to being responsible for tracking and monitoring equipment life cycle and documentation.  

• Logs all support requests into Helpdesk tracking system.
• Responsible for diagnosing and fixing issues or escalating issues to Manager, Developers, Vendors or Network Team for further handling.
• Must have excellent written and oral communication skills.
• Solicits appropriate direction from the Systems Specialist or senior staff.
• Follows up on Helpdesk calls accordingly, keeps track of progress on all assigned calls and escalates accordingly.
• Completes all training assignment satisfactorily.
• Experience troubleshooting Virtual Private Networks (VPN), Virtual Desktop Environment (VDI), Multi Factor Authentication (MFA).
• Follow created run/play books and SOPs. Ability to work with management to address concerns and best practices.
• Experience with device security and best practices for deploying, updating, and disposal of equipment.
• Work with third party vendors to quote and track orders as well as troubleshoot and repair equipment.
• Inventory and run reports on equipment in the environment.
• Ability to solve and troubleshoot new technology requests and requirements for a changing environment.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

• High School Diploma.
• 5 years of technical experience.
• Ability to keep current with and maintain a working knowledge of Personal Computers, peripherals (printer, scanners, KVM switches and associated software in a Local Area Network environment.
• Must be able to work independently or part of a team.
• Must possess strong communication skills in support of a customer-oriented environment.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to stand; walk; sit; and talk and hear.  The employee frequently is required to taste or smell. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and stoop, kneel, crouch or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function.  The noise level in the work environment is usually moderate.