Help Desk Technician

This position is responsible for providing a variety of technical work including but not limited to support to the end users by troubleshooting and correcting hardware, software, and network connectivity problems, repair or replacement of components and other duties in support of the department.

Department: Information Technology

Pay Grade: 65, Non-Exempt

Starting hourly rate: $20.13

Minimum Experience: 

• Two (2) years’ progressively responsible experience in information systems, or related field.

Minimum Education:

• Associate’s degree from an accredited college in Information Systems, Computer Science, or related field.

Certifications, Licenses: 

• Must have dependable transportation. 

• A pre-employment criminal background check is required.

This position is responsible for providing a variety of technical work including, but not limited to support to the end users by troubleshooting and correcting hardware, software, and network connectivity problems, repair or replacement of components and other duties in support of the department.

GENERAL POSITION DUTIES AND RESPONSIBILITIES:

The following duties are normal for this position.  However, they are not to be construed as exclusive or all–inclusive. To perform this job successfully, an individual must be able to perform each duty satisfactorily.  Other duties may also be required or assigned.

• Provides customer service to internal and external customers; greets, receives, and screens visitors and customers; addresses and resolves customer questions as able and refers complex inquiries, requests, or complaints to appropriate staff. 
• Performs general administrative/office functions as needed, including but not limited to: taking and distributing messages; sorting and distributing mail/packages; maintaining County employee directory, and securing data.
• Assists with voicemail and password resets for County users on IP phones.
• Creates, changes, and deletes user accounts per request.
• Supports County employees on Microsoft Office Programs, creates, deletes, resets passwords, responsible for setting up new accounts, & users. 
• Analyzes and troubleshoots problems of computer users with applications, procedures, software, and hardware.
• Remotes to end-user devices to troubleshoot problems with hardware and software.
• Troubleshoots problems of end users with applications, procedures, software, and hardware.
• Performs Help Desk/end user support and answers inquiries and requests as needed.
• Provides assistance with IT supported hardware and applications in use by local and remote users across multiple sites.
• Provides support to all County computer and other electronic device users as needed. 
• Collaborates with IT staff to resolve technology issues.
• Other duties as assigned.

FISCAL RESPONSIBILITIES

This position has no fiscal responsibilities.

COUNTY ORGANIZATION DUTIES AND RESPONSIBILITIES:

• Represents the Department and County to other County staff and members of the public.

• Provides quality customer service to individuals needing directions or assistance.

• Demonstrates the organization’s Core Values and adherence to the Ethics policy. 

   

SUPERVISORY RELATIONSHIPS:

Works under general supervision on some office assignments but works independently performing recurring duties in accordance with established procedures. This position has no supervisory responsibilities. 

JOB QUALIFICATIONS – KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Principles, concepts, capabilities, and operations of computer hardware, data storage devices and peripherals.

• Current technological trends for midrange, client/server, and personal computer information systems.

• The various operating systems utilized by the County.

• Network, application and data security systems.

• Hardware and software troubleshooting techniques.

• Software installation and support concepts.

• Administrative policies and procedures of the County.  
• Pertinent Federal, State, and local laws, codes, and regulations.
• Current office practices and procedures.
• Computer software consistent for this position.

Skill in:

• Troubleshooting and resolving computer hardware, software and peripheral problems.

• Installing and configuring computer and printing equipment.

• Assisting customers with computer-related problems.

• Analyzing complex administrative information and issues, defining problems and evaluating alternatives, and recommending methods, procedures, and techniques for resolution of issues.

• Organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
• Applying judgment and discretion in resolving problems and interpreting policies and regulations.

Ability to:

• Perform detailed work accurately and independently in compliance with stringent time limits requiring minimal direction and supervision.
• Interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations. 
• Perform mathematical calculations required of this position.
• Communicate clearly and concisely, both orally and in writing.

• Establish and maintain accurate records of assigned activities and operations.

• Analyze facts and to exercise sound judgment in arriving at conclusions.
• Establish and maintain effective working relationships with those contacted in the course of work. 

• Maintain confidentiality and discretion regarding business-related files, reports, and conversations, within State and Federal statutes.

• Work the allocated hours of the position.

WORK ENVIRONMENT:

Work is performed in a typical indoor office setting; and is mostly sedentary with periods of mobility and light physical activity. The noise level in the work environment is usual moderate. Level of responsibility subjects the incumbent to moderate stress due to interruptions. 

PHYSICAL AND MENTAL REQUIREMENTS/ACTIVITIES:

• This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching, or crawling and reaching with hands and arms.

• Specific vision abilities required by this job include close, distance and peripheral vision; depth perception; and the ability to adjust focus. Will spend a large amount of time viewing a computer screen.

• Vocal communication and normal hearing are required for expressing or exchanging ideas by means of the spoken word.

• Acceptable verbal and conversation skills to effectively communicate with others via the phone, at meetings and to greet and assist visitors.

• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.

• Work is primarily in an office setting.

• Use and normal maintenance of office machines, (copier, computer, printer, fax, etc.).
• Frequent use of phone handset and repetitive use of hand & fingers to operate office equipment, use computer keyboard & computer mouse and to perform other office tasks.

• Ability to recognize occupational hazards in work activities and take safety precautions.

• Maintain mental capacity which allows the capability of making sound decisions and demonstrating intellectual capabilities.

The intent of this position description is to provide a representative summary of duties and responsibilities that will be required of positions given this title and is not a declaration of the specific duties and responsibilities of any particular position. Employees may also be assigned job-related tasks other than those specifically presented in this description. 

Montgomery County is an Equal Opportunity Employer and complies with the requirements of the Civil Rights Act of 1966 (Section 1981) and 1964 (Title VI, VII,) Americans with Disabilities Act (ADA), Rehabilitation Act of 1973, Age Discrimination in Employment Act (ADEA), Equal Pay Act (EPA) and the Uniformed Services Employment and Re-employment Rights Act (USERRA).