Service Desk Specialist lll- Sheriff's Office

Salt Lake County•Salt Lake City, UT

1d•Hybrid

About The Position

Provides advanced desktop support for Salt Lake County users at local and remote sites. Responds to trouble calls, performs day-to-day helpdesk operations duties, and provides technical support to county staff as needed. This position requires the ability to maintain, administer, and architect deployment tools/servers for new system and application deployments, as well as network print servers and queues. It involves managing software scans for reporting and tracking/licensing, and utilizing tools like LanSweeper and Tanium for application rollouts, scans, and configuration changes. The role also includes providing advanced technical assistance to lower-level support specialists, diagnosing and repairing hardware/software issues, and managing, maintaining, installing, troubleshooting, and upgrading various computer systems, servers, printers, mobile devices, and peripherals. Additionally, the position involves managing network print servers, domain users, VoIP accounts, and Microsoft Deployment Servers, creating deployment packages, and providing desktop networking connectivity support. The Service Desk Specialist III will also provide advanced assistance through the Help Desk's Technical Support Line, develop technical documentation, analyze trends, conduct after-action reviews, coordinate with other IT groups, evaluate vendor software, assist with hardware sizing and configuration decisions, configure operating systems, develop new IT strategies, and ensure proper equipment operation and security updates. This role provides advanced in-house technical support for IT technicians across all Salt Lake County Divisions.

Requirements

Four (4) years of equivalent experience in a similar environment, plus three (3) certifications (see below) OR an equivalent combination of experience and education, such as an Associate’s degree in an Information Technology/STEM-related field.
Education will not substitute for one (1) year of experience.
Must pass a required background check through fingerprinting and enrollment in the continuous RAP Back (Record of Arrest and Prosecution Back) program in accordance with current County Human Resources policy requirements.

Nice To Haves

ITIL Foundations
A+
MCP
MCDT
CCNA
CCDA
Network+
Networking Essentials
MCSA
MCSE
other equivalent certifications

Responsibilities

Maintains, administers, and architects deployment tools/and servers that are utilized for new system and application deployments.
Maintains, Administers, and architects network print servers and queues.
Maintains and administers software scans for reporting applications and software tracking/licensing.
Utilizes and administers LanSweeper and Tanium for application rollouts, scans, configuration changes, and identifying how scripting should be utilized.
Provides advanced technical assistance to Desktop Technical Support Specialists I.
Diagnoses, repairs, and installs computer-related hardware and/or software systems.
Manages, maintains, installs, troubleshoots, and upgrades computer systems, servers, printers, point-of-sale systems, mobile devices, and peripheral devices for performance and security-related issues.
Manages, updates, and maintains network print servers, domain users, and VoIP accounts.
Manages, automates, updates, and backup Microsoft Deployment Servers.
Creates deployment packages where applicable for various end-user applications, utilizing deployment scripting.
Provides desktop networking connectivity (including wireless) support.
Provides advanced assistance through the Help Desk's Technical Support Line.
Develops, updates, and maintains technical documentation.
Analyzes trends to prevent negative impact on infrastructure.
Conducts after-action reviews, addresses root causes, and records resolution findings.
Coordinates activities with network services, security, application, and infrastructure groups.
Evaluates vendor-supplied software.
Assists management and customers in making appropriate decisions regarding needed hardware sizing, configuration, etc.
Configures operating systems to support applications.
Develops new strategies and IT procedures to increase efficiency, enhance workflow, and improve customer satisfaction.
Ensures proper and reliable equipment operation, properly maintains and applies security updates to workstations and mobile devices as needed.
Provides advanced in-house technical support for IT technicians in all Divisions of Salt Lake County.