Help Desk Technician #1330 - Information Technology - Finance Division

Hamilton County•Chattanooga, TN

12d•Onsite

About The Position

Under direct supervision, serves as the initial point of contact for all problems associated with the use of Hamilton County Information Technology Services. This role is crucial for ensuring end-users receive prompt and efficient technical support, maintaining system integrity, and contributing to cybersecurity best practices.

Requirements

Knowledge of federal, state and county laws, rules, regulations, practices and procedures related to information technology systems, cybersecurity, telecommunications, and computer operating systems.
Knowledge of technical hardware and software systems analysis methods and practices.
Knowledge of Microsoft Windows operating systems maintenance and troubleshooting.
Knowledge of information system monitoring methods, practices and procedures.
Knowledge of customer service/public relations practices.
Skill following established practices and procedures.
Skill analyzing and identifying customer/client needs.
Skill monitoring and troubleshooting information operating systems and related peripherals.
Skill providing technical support and training to end users.
Skill utilizing customer service/public relations techniques when responding to inquiries and complaints.
Skill establishing and maintaining effective working relationships and collaborating with team members.
Strong verbal and written communication skills.
Strong problem-solving skills.
Strong technical/mechanical aptitude.
Skill in and strong attention to detail.
Ability to prioritize and manage multiple support requests in a fast-paced environment.
Must possess a valid driver’s license.

Nice To Haves

Prior to operating a County-owned vehicle, all employees are required to complete the HC Defensive Driving course and/or an Emergency Vehicle Operations Course (EVOC) provided at the department level.

Responsibilities

Acts as first call resource for Hamilton County Information Technology Services end users by responding to telephone calls, e-mail and personnel requests for technical support.
Identifies, logs, tracks and monitors all problems to ensure that customers are assisted as quickly and efficiently as possible.
Maintains contact with users on operational and production problems.
Assists systems and programming personnel as requested.
Logs, documents and maintains history records on HCITS equipment, production and connectivity problems.
Researches and resolves technical problems involving hardware failure, Operating Systems, software applications and network access.
Assists in maintaining cybersecurity best practices by identifying suspicious activity, enforcing account security procedures, and escalating cybersecurity concerns in accordance with County policies.
Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed.
Provides remote support and basic end-user training as needed.
Performs other related duties as assigned.