Help Desk Specialist I

Under the general direction of the Systems Operations Manager for the Information Technology Department (IT), provides Tier 2 Help Desk Support.  Typical duties range from answering/logging phone calls into the County’s Request Tracker system to PC deployment with all associated software applications to end users.   The Help Desk Specialist I position is an entry level position that performs the duties and responsibilities of the position under the delegation and instruction of lead worker(s) or a supervisor.  

1. Serves as the first point of contact for employees seeking technical assistance over the phone or email. 
2. Provide help desk support by answering or responding to questions and logging requests into the County’s job ticketing system.  
3. Assist system users with their general questions about software functionality or computer issues. 
4. Performing remote troubleshooting through diagnostic techniques and pertinent questions.  Research and provide solutions for more advanced inquiries. 
5. Troubleshoot system problems at the user level (i.e. application errors) and determining the best solution based on the issue and details provided. 
6. Address trouble reports related to printing, scanning, and other peripheral device functions. 
7. Perform desktop software installation and configuration as required.  
8. Perform PC component repair or replacement and customer serviceable printer repairs. 
9. Provide any necessary follow-ups and update tracking status and information logs. 
10. Direct unresolved issues to the next level of support personnel. 
11. Identify and suggest possible improvements on IT related processes, procedures or equipment. 
12. Assists with preventative maintenance or upgrades as needed. 
13. Perform other duties as assigned.

• The job requires knowledge normally acquired through the completion of an Associate’s Degree or Technical/Trade school with courses emphasizing computer applications or information technology. 
• Experience performing help desk support functions is preferred. 
• Demonstrated working knowledge of Microsoft Office functionality.  Computer skills necessary to effectively utilize software for word processing, publishing, databases, spreadsheets, e-mail, scanning and imaging, internet, social media and a variety of other computer programs. 
• Proficient in PC and laptop components (i.e. hardware, device drivers) and able to demonstrate ability to adapt to new technologies and read/understand technical journals. 
• Communication skills necessary to provide excellent customer service and accurate information to county officials, department heads, employees, and the public in a professional and timely manner. 
• The ability to multi-task and handle simultaneous projects requiring concentration and attention to detail skills.   
• Physical ability to frequently lift or carry items weighting up to 25 pounds.  Occasionally required to left or carry items weighting up to 50. 
• Possession of a valid Michigan driver’s license and an acceptable driving record required. 
• Successful completion of background check and fingerprinting to be eligible for hire.

Working Conditions

• Frequent traveling between County locations is required.   
• Normal office environment with occasional discomfort due to heat, dust noise and the like. 
• Extended work days (beyond eight hours/day) are occasionally required. 
• Sitting for extended periods of time. 
• While performing the duties of this job, the employee is occasionally exposed to the risk of electrical issues.

Salary : $22 - $29