Senior Desktop Support Technician - Help Desk - Technology Services

Description

THIS POSTING MAY CLOSE AT ANY TIME ONCE A SUFFICIENT NUMBER OF APPLICATIONS HAVE BEEN RECEIVED.

The Senior Desktop Support Technician leads the Help Desk team and provides technical assistance, support, and maintenance for the County’s computers, related computer equipment, telephones, and audio/video equipment to deliver a high level of availability and reliability. The position is expected to work with minimal supervision and generally works on matters requiring greater technical expertise. Acts as a mentor and shares knowledge with team members to help develop and improve knowledge, skills, processes, and performance. Serves as a primary resource for problem management and resolution. The Senior Desktop Support Technician (Help Desk) is required to provide excellent customer service, resolve problems in a timely manner, communicate effectively, and be a positive contributor to the Denton County Technology Services team. This position acts as a backup to the Desktop Operations Manager.

Examples of Duties

• Leads the Help Desk team and manages related projects.
• Handles service request escalations from entry and intermediate-level positions.
• Acts as a primary resource for problem management and resolution.
• Responds to requests for assistance through e-mail, online chats, over the phone, or in person.
• Walks customers step-by-step through the problem-solving process.
• Installs, tests, and troubleshoots computer hardware, software, telephones, and peripheral equipment.
• Implements and advocates for information security best practices and identifies threats to security.
• Acts as a first responder for security incidents regarding end-user devices. Investigates and determine the scope of the intrusion and remediate threats. Secures endpoints through proper configuration, antivirus, and malware protection.
• Provides basic administration for server applications used in support of desktop technologies.
• Manages computer objects, user account permissions, and group policy within Active Directory.
• Mentors and trains team members to help develop and improve knowledge, skills, and performance.
• Reviews work product of entry and intermediate positions to ensure adherence to policies, department procedures, and best operational and security practices.
• Researches, evaluates, tests, and recommends new technologies beneficial for county employees.
• Maintains an accurate inventory database of county computers, printers, and network assets.
• Follows up with customers to ensure satisfactory service.
• Provides weekly written reports to Desktop Operations Manager and Desktop Technician Supervisor.
• Supervises, directs, and leads the Help Desk team in the absence of the Desktop Operations Manager.
• Assigns service requests and/or projects to team members as directed by the Desktop Operations Manager.
• Follows county policies and best practices related to information security; exercises good judgment to protect the confidentiality, integrity, and availability of Denton County computer systems and electronic records; supports compliance with CJIS, HIPAA, and other information security regulations.
• Displays and reflects the culture, mission, vision, values, and direction of the department.
• Performs other related duties as required.
• Regular and punctual attendance is required.
  
  

Department Of Technology Services Mission Statement

To serve Denton County taxpayers by providing technology-related services guided by our core values that support and empower county departments and agencies in providing excellent service to our citizens.

• To deliver service with integrity and respect.
• To respond to the technology needs of the County in a proactive and timely manner.
• To meet the technology needs of the County with consistency, agility, flexibility, and foresight.
• To manage technology resources in a fiscally conservative manner.
• To develop a technology team that is passionate about serving the needs of the County.
• To support and understand each member of our team both personally and professionally.
• To encourage positive attitudes, teamwork, and open communication.
  
  

Minimum Qualifications

• High School Diploma or GED and minimum of four years of experience in a related field; or an equivalent combination of education and related experience required.
• Bachelor's Degree preferred.
• Microsoft Modern Desktop Administrator certification and ITIL certification are preferred.
• CompTIA A and Network certifications are preferred.
• Certification by TCOLE as a jailer may be required.
• Possession of a valid driver's license is required. Must obtain a valid Texas driver's license within 90 days of employment.
• Must not have any Class B misdemeanor or higher convictions or deferred adjudications.
  
  

Supplemental Information

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INTERNAL POSTING - ONLY CURRENT DENTON COUNTY EMPLOYEES MAY APPLY.