Desktop Support Specialist - Sheriff's Office

Canyon County • Caldwell, ID

5d • Hybrid

About The Position

Desktop Support Specialist provide first level technical services for the county’s/SO departments and offices. This position is a customer service role, which means frequent user interaction is required to troubleshoot computer hardware and software issues, and answer customer questions. The principal duties of the position are performed in a general office environment, although travel to various departments is often required.

Requirements

• Strong knowledge and recent work experience with Microsoft Windows Platforms (10, 11)
• Strong knowledge and considerable work experience with office productivity software such as Microsoft Office
• Proficient in computer hardware and software installation, operation, and maintenance
• Provide effective support for printers, scanners, mobile devices, telephony, and network hardware/software
• Strong knowledge and understanding of DNS, DHCP, network concepts, and wiring standards
• Must be proactive in troubleshooting technological issues utilizing critical thinking and problem-solving skills; use of methodologies such as integrated reasoning and/or the scientific method are preferred
• Experience with ticketing and service desk delivery systems
• Exceptional listening skills, able to accurately identify technical issues from customer feedback, demonstrate empathy, and take the necessary time to fully understand the situation to find the best possible solution
• Outstanding communication skills, capable of clearly explaining complex information to all customers regardless of technical skill level
• Strong teamwork skills, work collaborate with colleagues and the public to ensure high-quality service delivery
• Consistently maintain a professional demeanor, even in high-pressure or stressful situations
• Ability to follow oral and written instructions, understand technical manuals, and compile accurate reports
• Highly self-motivated, detail-oriented, and capable of working independently with a strong focus on accuracy
• Valid driver’s license
• Must successfully complete a background investigation, including a polygraph examination
• High School diploma or GED equivalent required
• Minimum of four years’ experience performing computer-related help-desk work

Nice To Haves

• Microsoft M365 productivity suite experience a plus
• familiarity with Manage Engine Service Desk a plus
• CompTIA A+, CompTIA Tech+, Microsoft Certification, or equivalent formal training a plus
• Equivalent combination of experience and training may be considered

Responsibilities

• Operate on a help desk team to respond to customer issues and questions, including in-person, over the phone, and within a ticketing system
• Follow processes and procedures to provide timely solutions or escalate to Tier-2 teams
• Install, configure, and maintain county wide software such as office productivity applications, collaborative tools, and remote access clients
• Install, configure, and maintain business-line software and tools
• Troubleshoot software problems, work with product support on more complex issues
• Install, maintain, and upgrade computer hardware
• Troubleshoot and repair hardware problems, work with manufacturer support on more complex issues
• Support and maintain county printers, scanners, and mobile devices
• Work collaboratively with team members, including all members of the IT department
• Maintain a knowledge base of past issues and proven solutions
• Be an integral part of the county’s onboarding/offboarding process
• Contribute to projects by assisting as needed
• Comply with Canyon County Information Technology/SO policies and procedures
• Rotate on-call support duty for after-hour, night, and weekend essential support; rotation includes one week per month for after-hour coverage
• Perform all work duties and activities following county/SO policies, procedures, and safety practices
• Perform other duties as assigned

Benefits

• Proof of education copy – Applicants must provide transcripts: GED, high school and or college will be accepted.
• Complete and return the following forms: Additional Paperwork for Non-Commissioned Desktop Support Specialist
• The Authorization to Release needs to be notarized; we can provide that service for you in our HR office, if needed. You must be present at the time of signing with a valid Photo ID.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED