Helpdesk Support Specialist

Under general supervision, serves as the first point of contact for technology support requests and provides entry-level troubleshooting and assistance for end users. Ensures service tickets are created, assigned and resolved in a timely manner. Provides excellent customer service by maintaining clear communication, setting accurate expectations, and ensuring timely follow-up through to resolution.

• Must be capable of regular and predictable attendance at a specified location in order to perform assigned tasks.
• Answers and routes incoming support calls and contacts; Gathers accurate support requests information; communicates next steps and realistic timelines; follows up to ensure customer satisfaction and timely resolution; Identifies and resolves recurring issues and improve intake/triage with departments.
• Logs and prioritize requests; create tickets; help route tickets to the appropriate IT team member or queue; documents status and actions; close tickets with resolution notes.
• Provides onsite desktop support, remote support and phone system support 
• Performs routine account tasks ; basic troubleshooting of hardware and software; Stages/deploys devices and peripherals for new hires and refreshes.
• Schedules / supports meetings; performs basic A/V setup/troubleshooting; escalate as needed.
• Maintains knowledge base/helpdesk documentation; updates process changes.
• Maintains inventory records: tags, checkouts/returns, receiving, updates.
• Codes and submits IT purchase invoices/receipts in the ERP system to the appropriate accounts and cost centers/projects for leadership approval.
• Assists with maintaining ADA compliance for the County’s main public website, including basic accessibility checks, edits and reporting potential accessibility issues to appropriate staff.
• Follows HIPAA, CJIS and other compliance confidentiality procedures for sensitive information.
• Other duties as assigned.
• SUPERVISION RECEIVED: Supervision is received from the IT Director and/or Assistant Director (and/or designee).
• SUPERVISION EXERCISED: No functional or administrative supervision is exercised.

• Associate degree (A.A.) in Management Information Systems (MIS), Computer Science, or related technical coursework or equivalent from a two-year college or technical school, and/or at least one year of relevant work experience in computer and networked systems support; OR any equivalent combination of training, education, and experience that provides the required knowledge, skills, and abilities.
• Experience in providing advanced helpdesk/desktop support in a multi-site, networked environment preferred.
• Industry certifications such as CompTIA A+, Network+, Security+, or equivalent vendor certifications (e.g., Microsoft, Cisco, VMware) aren’t required but preferred.
• Must have a valid Iowa Driver’s License and be insurable under county guidelines. The position may require the occasional use of a private vehicle for official business.
• Knowledge of maintaining Microsoft Windows computers.
• Knowledge of computer hardware and software installation and support.
• Knowledge of standard business software and business applications.
• Understanding of basic networking.
• Ability to learn and apply new network and system techniques efficiently.
• Ability to exercise good, independent judgment in the performance of duties and in prioritizing competing requests.
• Ability to troubleshoot complex desktop, network, and software problems and determine when to escalate.
• Ability to provide customer service that is courteous, patient, and responsive, even in stressful situations.
• Ability to think logically, analyze and interpret problems, and respond with an effective resolution.
• Ability to follow complex oral and written instructions.
• Ability to communicate effectively both orally and in writing with technical and non-technical audiences.
• Ability to plan and coordinate multiple tasks and competing priorities.
• Ability to maintain confidentiality of protected information as applicable.
• Ability to mentor and train IT staff and other employees;  share knowledge effectively and contribute positively to the IT team.
• Ability to lift and/or move up to 25 pounds frequently and 50 pounds occasionally.
• May have occasional opportunities to work outside normal business hours for special projects, maintenance activities, or incident response, with advance notice when practicable and appropriate compensation.
• Must pass Criminal Justice Information Systems (CJIS) background check and certification test.

The work environment and physical demand characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   Refer to the “Essential and Marginal Function Analysis” statement for a complete description of essential functions and functional requirements.