Helpdesk Specialist/Desktop Associate

Linn County • Linn County Community Services Building, IA

8d • Onsite

About The Position

Linn County Information Technology is hiring a Helpdesk Specialist/Desktop Associate! In this role, you’ll be the go-to resource for County staff, helping them navigate technology and resolve issues that impact their day-to-day work. Whether you’re troubleshooting software, installing equipment, or guiding users through solutions, your work helps keep departments running smoothly. If you enjoy problem-solving, working directly with people, and making technology easier to use, this could be a great fit.

Requirements

• Associate degree in Information Services, Computer Science, or closely related field.
• Two (2) years of experience working with computer software and hardware systems.
• An equivalent combination of experience and training which provides the knowledge, skills, and abilities necessary to perform the work may be considered.

Responsibilities

• Provide advanced-level support to the Help Desk support system, including data and voice communications hardware and software and related work as required for County departments.
• Perform secondary level maintenance of network/communications cable and connectors.
• Analyze, investigate, and resolve computer-related problems on a County-wide level.
• Install hardware and software.
• Improve and modify systems.
• Provide training and instruction on specific departmental programs and procedures.
• Coordinate and facilitate the use of County systems and programs as needed.
• Receive and document user problems using the County helpdesk ticketing software and make inquiries to determine the nature of the problem and refer to appropriate staff.
• Provide technical assistance to customers in the use of computer/networking systems.
• Collaborate with other IT divisions for repairs and maintenance.
• Help maintain records on all networking related preventive maintenance and repair schedules.
• Assist with delivery and installation of computer equipment.
• Serve as a resource person for users by answering questions and resolving problems related to the use, application, and operation of software systems.
• Install and upgrade hardware, software, and peripheral equipment.
• Monitor computer systems and applications.
• Diagnose problems to determine if the cause is due to system, software, hardware, or other sources, and correct problems and operational procedures or refer more difficult problems to appropriate personnel or vendors.
• Research regulations, procedures and/or technical reference materials as necessary.
• Confer with other IT support personnel in identifying problems with the system, programs, PCs, or printers.
• Document and track system problems and write reports on issues.
• Coordinate with help desk personnel to resolve problems.
• Meet with management, supervisory staff, and other staff regarding systems usage, improvements, modifications, maintenance, and training needs for workers.
• Stay current on new and upgraded system programs and procedures and prepare notices to inform users of changes or additions.
• Write and assist in writing and revising procedures, instructional materials, and staff development tools for systems-related training.
• Attend meetings and represent the IT department at meetings with other departments and agencies for information sharing, system improvements and implementation of changes.
• Support continuous process improvement initiatives.

Benefits

• Competitive wages with annual pay increases & annual cost of living increase (depending on budget)
• Medical, dental, vision, short & long term disability, and supplemental life insurance
• Iowa Public Employee's Retirement Pension Plan (IPERS)
• Wellness program offering credit on insurance premiums to eligible employees
• Free on-site fitness centers
• 100% County paid basic life insurance
• 12 paid holidays per year
• Training & professional development opportunities

What This Job Offers

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