IT Helpdesk Assistant

Job Overview

Under general supervision of the Chief Communications Officer, the IT Helpdesk Assistant’s duties include providing first and second level support of District information hardware and software systems, especially as hiring and onboarding increase for the annual San Diego County Fair; acting as the first point of contact for support issues before and during the San Diego County Fair; providing clerical and administrative assistance to the District’s IT support team; and analyzing workflow and making recommendations to help optimize work processes. In addition, the IT Helpdesk Assistant will assist IT support staff in producing and maintaining documentation to include asset management, change procedures, security protocols and network diagrams and other duties. 

Duties and Responsibilities include, but are not limited, to the following:

• Receive and respond to work orders from the IT support team regarding equipment and software issues, determining best solutions. 
• Analyze and resolve problems according to priorities and time frames laid out in the IS Service Level Agreements (SLA), escalating as necessary. 
• Fix technical causes, not just symptoms, doing what is necessary to prevent the problems from recurring. 
• Troubleshoot through diagnostic techniques and pertinent questions. 
• Work with IT Support Team to establish a system for inventorying District equipment. 
• Conduct an inventory of District equipment. 
• Coordinate computer and workstation installations for temporary staff during the San Diego County Fair by ensuring that all needs are met in a timely manner. 
• Install, configure, maintain, and troubleshoot hardware, software, and peripheral equipment. 
• Assist with all levels of network operation including cabling, end user support, security and analyzing event logs. 
• Provide guidance and orientation to District staff on usage of IT systems, software and policies. 
• Interact with suppliers, manage inventory records, including assessing supply requirements, and assist with purchases, subscriptions, and renewals.  
• Analyze and document IT processes, change procedures, security protocols, and controls as needed. 
• Assist IT staff with other projects and equipment management as assigned.   
• Abide by and support District policies and procedures. 

Qualifications 

• Previous IT support experience. 
• Experience using and troubleshooting Microsoft 365 software. 
• Excellent customer service and ability to work cooperatively with team members and others.  
• Ability to follow oral and written instructions. 
• Ability to communicate efficiently both in writing and verbally about technical issues. 
• Maintain acceptable, consistent, and regular attendance. 

Working Conditions

• Work is indoors and outdoors with artificial light and climate control.
• Outdoor work may involve some exposure to weather conditions. 
• Works a flexible schedule including nights, weekends, and holidays when necessary.  
• Operating standard office equipment, push and pull file drawers, and moving computer and technical equipment up to 25 pounds. 
• At times, work activities can involve walking and standing on foot for a long period. 
• Duties of this position are subject to change and may be revised as needed or required. 

Salary : $20