IT Help Desk

White Pine County•White Pine County, NV

2d•Onsite

About The Position

The IT Helpdesk Technician manages the IT department’s helpdesk and ticketing system, including ticket creation and triage, systems monitoring and health checks, and maintaining documentation. The technician ensures IT tickets and requests are documented with the information needed to complete them in a timely manner, and performs other tasks as assigned by the IT Director. Working under the IT Director’s direction, the technician helps streamline helpdesk operations, supports County users and departments, documents IT systems and procedures, and assists with system implementation and maintenance. The position also supports County communications and meeting technology, maintains IT equipment inventory, and processes related bills and purchasing documents.

Requirements

High school diploma or equivalent.
Three years of progressively responsible office experience, preferably involving frequent computer use to prepare complex narrative, statistical, or financial documents.
Experience demonstrating the ability to interact positively with the public and/or internal or external customers.
Knowledge of ITIL and helpdesk management principles.
Knowledge of hardware and software troubleshooting.
Knowledge of Microsoft Office applications.
Knowledge of automation and system integration.
Ability to create technical documentation and procedures.
Ability to work cooperatively with other departments, outside vendors, and governmental agencies.
Analytical ability to interpret, explain, and implement policies, laws, and regulations.
Ability to use initiative and independent judgment within general policy guidelines.
Ability to define complex problems for ticket creation.
Ability to accurately type or word-process long and complex documents or reports.
Ability to operate standard office equipment, including a personal computer, and use appropriate word-processing, financial, and desktop-publishing software.
Ability to maintain confidentiality.

Nice To Haves

IT certifications such as A+, Network+, or Cisco certifications.
Ongoing continuing education demonstrating efforts to stay current in the field.

Responsibilities

Help manage and streamline IT helpdesk operations and service requests in accordance with department goals.
Create, triage, and document tickets so requests contain the information needed for timely completion.
Monitor systems and perform health checks.
Document IT systems and prepare written procedures for County departments.
Use the ticketing system to help County end users communicate immediate and long-term needs to the IT department.
Assist with website updates and County communications, including phone, website, email, and social media.
Set up and assist with technology for meetings throughout the County.
Assist with compliance with County policies and state and federal laws related to operation and maintenance of County IT systems, and recommend solutions or remediation to IT management.
Maintain an inventory of IT equipment and coordinate with the IT Director and IT staff to keep support records accurate.
Receive, process, and verify bills, invoices, purchase orders, and related materials; tabulate and code data and post information to appropriate accounts.
Collaborate with the IT Director and IT staff to implement new systems and customize existing systems as authorized by County leadership and budget.