Help Desk Technician - Part Time

County Of Lehigh Pennsylvania • Allentown, PA

5d

About The Position

This position provides in-depth desktop support to the County of Lehigh. This position will be expected to troubleshoot, diagnose and resolve complex PC and network problems over the phone utilizing remote assistance utilities. In addition, this individual will be responsible for providing training for other staff members in generating reports as needed, maintaining the Help Desk software and providing assistance to the reporting supervisor as needed.

Requirements

• Excellent customer service and oral communication skills
• Expert knowledge of Windows operating systems
• Expert knowledge of Microsoft Office products ranging from Version 2013 thru O365
• Expert knowledge of Network configuration requirements
• Expert knowledge of printer and computer configuration requirements
• Analytical and problem-solving skills
• Ability to answer telephone and respond accurately and courteously to inquiries
• Ability to work independently and prioritize work, based upon business needs
• Degree, trade school certification in a technical discipline with two to three (2-3) years' experience in Help Desk environment
• Any equivalent combination of acceptable training and experience which has provided the knowledge, skills and abilities cited above

Responsibilities

• Provides Help Desk and trouble call support
• Provides PC Desktop Support as needed (hardware/software)
• Enters Help Desk tickets accurately and efficiently into tracking system
• Establishes network connectivity and PC hardware/software configuration
• Supports third-party software applications such as Excel, Word, and Access
• Keeps team's incident-tracking system accurate and up-to-date
• Addresses requests in priority order and tracks through to resolution
• Assists business experts in needs analysis and preparation of service requests
• Assists in developing and improving the Help Desk's efficiency and customer service rating
• Orders equipment and services for employee business usage (cell phones, PC's, printers, ISP's, etc.)
• Contacts vendors to request support for third-party devices as needed
• Maintains up-to-date knowledge on new software products (MS Operating Systems and Office Version, etc.)
• Integrates third-party devices such as scanners, printers and monitors
• Performs related work as required

What This Job Offers

• Job Type: Part-time
• Career Level: Mid Level
• Education Level: Associate degree