Help Desk Specialist I

Job Summary

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.

Primary Duties & Responsibilities

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

Qualifications

• 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.

Supplemental Information

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.

Calhoun County's benefits package offers flexibility, choice, and value. It is an attractive component of our employees total compensation package. At Calhoun County, we know that good benefit plans are important to employees and their families. We're committed to providing employees with access to a wide range of information and tools so they can stay informed and make the most of their Calhoun County flexible benefit package.

What benefits does Calhoun County offer its full time employees?

Medical: Blue Cross/Blue Shield of Michigan with 3 Different Flexible Benefit Plan Options
Dental: 100% Employer Paid through Delta Dental
Vision: 100% Employer Paid through BCBSM Vision Services Plan (VSP)
Employee Health & Wellness Center (Premise Health): Most Services 100% Employer Paid
Life Insurance: 100% Employer Paid for Basic Life & AD&D
Short Term Disability: 100% Employer Paid for 67% Wage Loss Benefits up to 26 Weeks
Retirement: Employer 401(k) Match Program Up to 7% of Employee Contribution
Employee Assistance Program (EAP): 100% Employer Paid Through Bronson HelpNet

Click Here for BENEFIT INFORMATION AND FORMS
Flexible Scheduling & Telecommuting Options Depending on Position & Department

• Start through fourth years – 168 Hours (4.2 weeks based on 40-hour work week)
• Fifth through ninth years – 208 Hours (5.2 weeks)
• Tenth through fourteenth years – 248 Hours (6.2 weeks)
• Fifteen and Subsequent years – 288 Hours (7.2 weeks)

(amounts & distribution may vary slightly by union contract, policy, and/or defined work week)

Paid Holidays: 14 Paid Holidays Throughout the Year

Additional Voluntary Benefits:
Term Life Insurance (above Employer Paid Plan)
Critical Illness & Accident Insurance
Long Term Disability Wage Loss Benefits
Flexible Spending Accounts (FSA)
Health Savings Accounts (HSA)
Employee Wellness Program
Perks Program (discounts at local merchants for being a County employee)

Part-time Employees may elect insurance, provided the Employee pays the full cost of the premium through payroll deduction.