Sheriff's Office -Technical Helpdesk Associate I/II/III

Technical Helpdesk Associate I: This entry-level position (Tier 1) will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate I (Tier 1) is to provide first-level hardware and software support for Adams County computing infrastructure, filter Help Desk calls, and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Tier 2, Tier 3, and applications support as needed. A Tier 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem. Tier 1 may also provide support for identified Tier 2 and Tier 3 issues where configuration solutions have already been documented.

Technical Helpdesk Associate II: This mid-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate II (Tier 2) is to provide mid-level hardware and software support for Adams County's computing infrastructure. Issues not resolved by Tier 1 support are automatically sent to Tier 2, which offers more in-depth technical support. Tier 2 technicians can assist with common mid-level technical questions such as local system setup, local network issues, compliance with data and interoperability standards, and applying technical solutions to issues that have established resolution methods.

Technical Helpdesk Associate III:  This senior-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate III (Tier 3) is to provide senior-level hardware and software support for Adams County's computing infrastructure. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix.

Per our County Mission Statement: "To responsibly serve the Adams County community with integrity and innovation", this range of positions will own and pursue integrity and innovation.

Technical Helpdesk Associate I:

• Assist customers remotely over the phone, via remote control software, or in person.
• Troubleshoot and resolve desktop, software, peripheral, and clinical application issues.
• Troubleshoot and resolve mobile computing and communications device issues, e.g., smartphones and tablets.
• Act as an initial escalation path for issues that require advanced troubleshooting or work beyond established time frames.
• Configure and deploy desktops, laptops, monitors, and related peripherals to end-users.
• Facilitate warranty service where applicable.
• Accurately and thoroughly record information into ticket tracking software.
• Follow up and communicate ticket information to users when appropriate.
• Perform other related duties and responsibilities as required

Technical Helpdesk Associate II: 

• Assist customers remotely over the phone, via remote control software, or in person, utilizing mid-level expertise.
• Troubleshoot and resolve desktop, software, peripherals, and application issues.
• Troubleshoot and resolve mobile computing and communications device issues, e.g., smartphones and tablets.
• Act as a mid-level escalation path for issues that require advanced troubleshooting or work beyond established time frames.
• Serve as a mentor to junior staff.
• Facilitate warranty service where applicable.
• Accurately and thoroughly record information into ticket tracking software.
• Follow up and communicate ticket information to users when appropriate.
• Perform other related duties and responsibilities as required

Technical Helpdesk Associate III:

• Assist customers remotely over the phone, via remote control software, or in person, utilizing senior-level expertise.
• Troubleshoot and resolve desktop, software, peripherals, and application issues.
• Troubleshoot and resolve mobile computing and communications device issues, e.g., smartphones and tablets.
• Act as a senior-level escalation path for issues that require advanced troubleshooting or work beyond established time frames.
• Identify trends in issue reporting and create preventative solutions.
• Serve as a mentor to junior staff.
• Facilitate warranty service where applicable.
• Accurately and thoroughly record information into ticket tracking software.
• Follow up and communicate ticket information to users when appropriate.
• Perform other related duties and responsibilities as required.

Technical Helpdesk Associate I/II/III:

• Effective and efficient customer service skills.
• Strong analytical and problem-solving abilities.
• Self-motivated and organized; able to prioritize and execute tasks under direct supervision.
• Communicate clearly and concisely, both orally and in writing.
• Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues.
• Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; local and network-based printing; wired and wireless networking.
• Possession of, or ability to obtain, a valid Colorado driver's license. 
• Ability to travel to other facilities as required within the scope of the job.

Technical Helpdesk Associate I: TE01  ($53,300-$77,285.00 annually)

• Experience: One (1) to two (2) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
• Education and Training:
  • A high school diploma or GED equivalent is required.
  • Associate's degree preferred.
• License or Certificate:  None.
• Background Check: Must pass a criminal background check.
• Essential duties require the following physical abilities and work environment:
  • Ability to lift a minimum of 25 lbs.
  • Requires extended periods of sitting at a desk, up to 8 hours daily.
  • Repeated movements, including standing, sitting, kneeling, lifting, and bending in and around users' desks. 

Technical Helpdesk Associate II: TE03  (59,887.88-$86,837.43 annually) 

• Experience: Three (3) to five (5) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
• Education and Training: 
  • Associate's degree or equivalent required. 
  • Bachelor's Degree preferred.
• License or Certificate: None.
• Background Check: Must pass a criminal background check.
• Essential duties require the following physical abilities and work environment: 
  • Ability to lift a minimum of 25 lbs. 
  • Requires extended periods of sitting at a desk, up to 8 hours daily. 
  • Repeated movements, including standing, sitting, kneeling, lifting, and bending in and around users' desks.

Technical Helpdesk Associate III: TE05  ($67,290.02-$97,570.53)

• Experience: A minimum of six (6) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
• Education and Training: 
  • Bachelor's Degree preferred.
• License or Certificate:  None.
• Background Check:  Must pass a criminal background check.
• Essential duties require the following physical abilities and work environment:
  • Ability to lift a minimum of 25 lbs.
  • Requires extended periods of sitting at a desk, up to 8 hours daily.
  • Repeated movements, including standing, sitting, kneeling, lifting, and bending in and around users' desks.

Salary : $53,300 - $97,570