IT Support Specialist III - Service Desk

Jefferson County CO•Golden, CO

3d•Hybrid

About The Position

At Jefferson County (Jeffco) Business Innovation & Technology (BIT) we are shaping the role technology plays in government. We are searching for an IT Support Specialist III to join our Service Desk team! We're seeking an efficient and effective problem solver capable of providing technical support to users for both software and hardware over the phone, via chat and in person for every level of the organization. The IT Services division provides a full range of services to nearly 3000 County employees and over 500,000 citizens. We offer opportunities for employees to expand their skills and experience in IT areas ranging across Project Management, Information Security, Quality and Process Management, Commercial Applications, Custom Development and rapidly expanding Web Services. The IT Support Specialist III performs a variety of computer system administration and support tasks. With significant autonomy, this individual examines, documents, tests, maintains, troubleshoots, and supports PC hardware, operating systems, software applications, peripherals and phones for the entire organization. This position will also be responsible for receiving desktop equipment and asset management associated with receiving and deploying equipment. The position requires a self-motivated and driven professional who elevates their internal and external interactions by modeling humility and excellent written and verbal communication.

Requirements

Bachelor's degree in computer science, Information Technology or related field.
1 year of work-related experience in the installation and maintenance of systems for significantly sized local enterprise
Proficient in using Microsoft Office Suite.
Ability to articulate clearly and effectively to varying levels of customer.
Strong written and verbal communication.
Work independently and as part of a project team.
Effective problem-solver.

Nice To Haves

3 years plus HDI Help Desk Analyst and/or Systems Administration experience.
3 years plus hands-on hardware support experience.
A+, ITIL 4 Foundation, Microsoft 365 Certified / Endpoint Administrator Associate or higher.
Experience deploying desktop computers and laptops as part of an annual refresh project.
Asset management experience.
IT Ticketing system experience.
A desire to grow both intellectually and professionally.
Experience providing priority support to executives.
Demonstrating initiative, innovation, and resiliency.
Desires to help and empower others.
Analyze, assess, and interpret business requirements to identify technical successes and potential problems.

Responsibilities

Perform a variety of computer systems administration and support tasks via the phone and in person.
Analyze, construct, document, test, maintain, troubleshoot and support PC hardware, operating systems, software applications, peripherals.
Support mobile devices and audiovisual systems for the entire organization.
Problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems.
Follow documented and approved procedures as identified by the supervisor and technical lead.
Escalate issues as appropriate to technical subject matter experts.
Diagnose and resolve computer hardware and software problems.
Determine root problems for complex and inter-dependent technical hardware and software services.
Communicate diplomatically and skillfully with users.
Develop project documentation that effectively communicates to both technical and non-technical audiences.
Determine root issues and give appropriate feedback and instructions to users.
Coordinate installation schedules with vendors and County entities.
Provides technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships.
Receiving desktop equipment and asset management associated with receiving and deploying equipment.