ASSISTS CUSTOMERS IN RESOLVING TECHNOLOGY ISSUES IN A TIMELY AND PROFESSIONAL MANNER. SERVICES INCLUDING BUT NOT LIMITED TO HELP DESK, COMPUTER HARDWARE, AND SOFTWARE INSTALLATION, TELECOMMUNICATION EQUIPMENT, PROBLEM RESOLUTION, AND USER TRAINING.
Acts as liaison between vendors and departments, staff liaisons; Assists Information Technology and users by responding to questions and problems on applications, software, and hardware as required
Creates and maintains graphical charts for explanation of projects and progress reporting
Provides status reports to supervisor and management
Participates in Department's teamwork concept
Meets Departmental and organizational deadlines
Ensures prompt and accurate status and feedback of questions and problems to customers and
management
Composes and maintains support documentation
Troubleshoots and resolves various issues
Conducts training for customers and users
Receives and logs HelpDesk calls
Performs quality control checks and call metrics, and addresses errors prior to reporting
Resolves 15% of the incoming HelpDesk calls.
Obtains price quotes for various hardware
Ensures that appropriate staff are aware of new and aging calls which still need responses
Ensures timely escalation of customer questions and problems by documenting the impact to the
customer
Initiates escalation as appropriate to ensure management awareness of problems that are severe in
nature or that are exceeding documented targets
Assists Information Technology staff on computer software installation and problem determination
Helps coordinate hardware repair with outside vendors
Helps contact vendors for problem resolutions
Tracks location of support personnel in the field
Evaluates tools and methods to enhance HelpDesk and problem tracking
Inventories Information Technology spare parts
Helps maintain master inventory of all County audiovisual equipment, computer equipment, and peripherals
Performs Quality Control checks on work of other staff
Performs various other activities as required.
Ability to work well with people and as part of a cross-functional team.
Requires excellent interpersonal communication skills, especially the ability to communicate technical ideas clearly and translate user requests, and an ability to communicate effectively to a diverse audience.
Strong Maintaining a strong customer-service orientation.
Skill in troubleshooting a variety of complex computer hardware and software issues.
Operating effectively and graciously in stressful situations.
Work requires good initiative and assertiveness.
Good project management skills.
Possesses the ability to manage calls received efficiently and professionally.
Demonstrable computer logic abilities.
Possesses demonstrable knowledge of computers, hardware, and software.
Any combination of education and experience equivalent to graduation from high school supplemented by classes in computer science or related field.
Employees must possess a valid driver’s license and meet the qualifications of the County’s driver eligibility program. Occasional travel between County facilities or to off-site meetings may be required.
Employees in this position may be considered essential personnel and fall under Albemarle County AP-4 and in addition, be subject to working overtime, being held over, or called back for disasters, local emergencies, or special events.
Preferably one of the following:
Baccalaureate degree from an accredited four-year college/university in computer science, information systems management, business management, or a related field.
Community college degree in Computer Science or Business.
Additional experience may be substituted for education.
Certifications such as HDI, A+, Network+, MCP, MCSA, MCSE, ITIL, PMP, PBA, ECBA, CCBA, CBAP.
excellent benefits including 12 paid holidays, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, VRS retirement, and continuing education/training opportunities