Help Desk Specialist

Beaver County, Pennsylvania

Job Description

POSITION TITLE: Helpdesk Support Specialist

DEPARTMENT(S): Information Technology

GENERAL DESCRIPTION OF DUTIES

Beaver County is looking for a skilled helpdesk support specialist to provide fast and effective support to our end users and vendors.

As a helpdesk support specialist, you will be required to respond to support tickets in-person, over the phone, and via remote-access software. Duties will require you to assess and diagnose computer hardware and software problems, then implement effective solutions. You may also be required to provide basic computer training, modify hardware systems, install computer peripherals, and perform basic computer maintenance.

You should have advanced knowledge of computer software and hardware systems, excellent diagnostic skills, and personable communication skills. Ultimately, a skilled helpdesk support specialist provides fast and effective support over the phone and in-person.

ESSENTIAL FUNCTIONS

·        Answer user inquiries regarding computer software or hardware operation to resolve problems.

·        Manage Help Desk tickets in a timely manner.

·        Providing support in person, over the phone, or via remote access.

·        Diagnosing issues with computer software  and hardware.

·        Installing and troubleshooting peripherals (printers, scanners, label makers, etc)

·        Running software diagnostic tools and physically inspecting hardware systems.

·        Running hardware and wiring diagnostic tools to inspect hardware and wiring issues.

·        Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

·        Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support.

·        Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities.

·        Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

·        Prepare evaluations of software or hardware, and recommend improvements or upgrades.

·        Confer with staff, users, and management to establish requirements for new systems or modifications.

·        Advanced knowledge of computer hardware systems, including circuit boards, memory modules, and processors.

·        Knowledge of computer software systems, including databases, office applications, and operating systems.

·        Proven ability to support all versions of Mac, Linux, and Microsoft Windows Server and Desktop operating systems.,

·        Proven ability to support Microsoft Office and Microsoft O365, including Microsoft Teams.  

·        Develop training materials and procedures, or train users in the proper use of hardware or software.

·        Oversee the daily performance of computer systems.

·        Answer phone calls and direct calls to appropriate parties.

·        Provide technical support for software maintenance or use.

·        Monitor computer system performance to ensure proper operation.

·        Collaborate with others to resolve information technology issues.

·        Following up with clients to ensure all issues are fully resolved.

·        Advanced knowledge of help desk software and remote-access systems.

·        Train others to use computer equipment, hardware, and software

·        Excellent communication, diagnostic, analytical skills.

·        Ability to troubleshoot complex hardware and software issues.

·        Excellent communication, diagnostic, analytical skills.

·        Read documents to gather technical information.

·        Willingness to learn new technologies and skills.

·        Must be able to handle equipment up to 60lbs.

·        Microsoft certifications are a plus.

MARGIONAL FUNTIONS

·        Prepare AP transmittals, PO and Resolution requests, reports, memos, letters, and other documents, including Price quotes from Vendors or State Contract Pricing.

·        Coordinate & direct office services, such as departmental finances, budget preparation, etc.

·        Perform general office duties, such as ordering supplies, maintaining records, etc.

·        Assigning & printing County Office ID and Security Badges and FOBs.

·        Work with cell phone vendors to acquire devices and assist with billing and tech issues.

MINIMUM TRAINING AND EXPERIENCE

Associate Degree in computer science or closely related field required, with a four year degree preferred.  Minimum one year of previous experience and/or training that included information services and basic administrative functions; or an equivalent combination of education, training, experience.

PERFORMANCE APTITUDES

·        Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

·        Customer and Personal Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.

·        English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.

·        Telecommunications — Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.

·        Physical Ability – Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight. Tasks may involve extended periods of time at a keyboard or workstation.

·        Environmental Factors – Tasks are regularly performed without exposure to adverse environmental conditions, such as dirt, dust, pollen, odors, wetness, humidity, rain, fumes, temperature extremes, traffic hazards, animals/wildlife, toxic/poisonous agents, or pathogenic substances.

ESSENTIAL SKILLS

·        Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

·        Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

·        Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace.

·        Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems.

·        Attention to Detail — Job requires being careful about detail and thoroughness in completing work tasks.

·        Complex Problem Solving — Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.

·        Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.

·        Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

·        Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations.

·        Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

·        Basic Math Skills – Understanding and using math functions in office and everyday needs

·        Typing Skills – Basic use and functionality of keyboard and function keys

·        Speaking — Talking to others to convey information effectively.

·        Writing — Communicating effectively in writing as appropriate for the needs of the audience.

·        Integrity — Job requires being honest and ethical.

·        Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations.

·        Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.

·        Independence — Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.

·        Initiative — Job requires a willingness to take on responsibilities and challenges.

·        Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.

·        Persistence — Job requires persistence in the face of obstacles.

·        Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.

·        Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

·        Systems Analysis — Determining how a system should work and how changes in conditions, operations, and the environment will affect outcomes.

·        Instructing — Teaching others how to do something.

·        Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

·        Service Orientation — Actively looking for ways to help people.

·        Time Management — Managing one's own time and the time of others.

Beaver County, Pennsylvania is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Beaver County, Pennsylvania will provide reasonable accommodations to qualified individuals with disabilities and encourage both prospective and current employees to discuss potential accommodations with the employer.