Helpdesk Technician

Luzerne County•Wilkes-Barre, PA

12d•Onsite

About The Position

This is a technical position that will provide a variety of IT support functions. The incumbent will work with a team of technicians responsible for supporting the computer network service desk operation serving over 1,000 users countywide.

Requirements

Knowledge of information technology concepts and practices.
Knowledge of the component parts of personal computers, peripherals, servers, networking equipment and their associated functionality.
Knowledge of the functions and capabilities of hardware and software.
Knowledge of troubleshooting techniques.
Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.
Knowledge of networking concepts.
Knowledge of web development concepts.
Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation.
Ability to analyze information in order to diagnose and troubleshoot technical problems.
Ability to communicate effectively orally.
Ability to communicate effectively in writing.
Ability to establish and maintain effective working relationships.
Ability to effectively interact with staff while troubleshooting end user issues.
Associate's degree in computer science or related field with 1 year related experience, or 3 years related experience.

Nice To Haves

Or any equivalent combination of required skills and/or training.

Responsibilities

Provides service desk support to over 1,000 end users regarding computer hardware and software, networking, printing, and telephone systems issues.
Performs root cause analysis and resolves complex issues that involve multiple IT areas.
Complies with defined IT service levels.
Maintains anti-malware and intrusion detection systems.
Installs, configures and manages end-user workstations, thin clients, laptops, and mobile devices.
Posts updates to County websites.
Evaluates and tests new and updated applications for compatibility and compliance.
Develops scripts and automates repetitive tasks.
Providing countywide coverage of IT-related issues both through service desk functions and after-hours coverage on a rotating basis.
Assists in troubleshooting network performance and failures.
Performs related work as required.
Perform other duties as assigned.