IT Specialist I (Help Desk Specialist)
: Job Details :

Salary : $41,870.40 - $53,435.20 AnnuallyLocation : Tillamook, ORJob Type: Full-Time RegularJob Number: 2425-00038Department: Information ServicesOpening Date: 10/29/2024Closing Date: 11/19/2024 11:59 PM PacificJob DetailsDepartment: Information ServicesUnion Affiliation: AFSCMEWork Schedule: Monday - FridayTotal Hours Per Week: 40INTRODUCTIONThis classification provides the first level of contact between the Information Services Department and county staff. Receives phone calls, monitors the help ticket system, determines the scope of problems presented, prioritizes and assigns issues to appropriate staff, and resolves known and routine problems. Provides quality, customer-friendly communication with staff, public agencies, vendors and others. Also provides simple administrative support to IS staff. Examples of Essential Duties (Duties may include, but are not limited to, the following examples. Any one position may not perform all of the listed tasks.)Act as a first level problem identification and resolution resource to county users. Provide exceptional internal and external customer service; Greet each call with a friendly genuine attitude; use listening skills to identify, clarify, define and prioritize hardware and software problems experienced by users; from that information, determine the most effective service delivery method.Provide basic support for known or routine problems. Initiate and assign help tickets within the IS staff to provide further assistance for issues requiring direct or advanced troubleshooting, or of a time-consuming nature. Remote control user workstations to diagnose and correct basic problems.Assist IS staff with customer communication, issue tracking and monitoring service delivery. Regularly communicate status of open issues and IS resource availability to users, supervisors and management via written and oral means. Promote an environment that invites user feedback and suggestions to ensure each problem is brought to a satisfactory resolution.Work closely with supervisor to coordinate and align service delivery efforts with other IS departmental goals and objectives. Keep supervisor apprised of service delivery status, including pervasive or persistent problems. Suggest alternative ways to efficiently address customer services issues when possible.Provide basic administrative support to the IS department. This may include but is not limited to the processing of payment requests for department purchasing; ordering and maintaining office supplies and equipment related to operational needs; receiving and reviewing incoming mail and other deliveries, along with prioritizing, distributing and any other appropriate action as required.Assist IS staff with placing orders for equipment (e.g., computers, monitors, printers, cell phones, etc.). Act as the point of contact for service providers and vendors during outages or issues as required. Typical Qualifications KNOWLEDGE, SKILLS, AND ABILITIESKnowledge of general computer operating principles, capabilities, and best practices.Knowledge of the current Microsoft Office applications, especially Word and Excel.Knowledge of the general operating tenets of typical business software applications.Knowledge of professional customer service practices and guidelines.Knowledge of the principles of customer support issue tracking systems.Knowledge of typical office administration tasks.Skill in customer service and general office procedures.Skill in utilizing a typical business-level telephone efficiently.Skill in operating typical office and computer equipment.Skill in operating word processing and spreadsheet applications effectively.Ability to work and interact in a professional manner with other employees, consultants, vendors, public agencies, and the public.Ability to multitask effectively.Ability to manage work time efficiently.Ability to communicate clearly and effectively in English, in oral and written forms.Ability to work within a team environment.Ability to make decisions in accordance with established policies.Ability to use individual judgment in completing certain tasks.SPECIFIC JOB SKILLSExtensive knowledge of modern office practices and procedures; considerable knowledge of business English, spelling, punctuation; knowledge of computerized office procedures; skill in word processing and computer data entry; skill in office equipment operation; ability to understand and follow oral and written instructions of a complex nature; ability to act independently in the absence of supervision and instructions. Ability to work cooperatively with other employees, agencies, vendors, department heads, elected officials and the public. Ability to prioritize workload. Must be able to maintain flexibility in day-to-day responsibilities.QUALIFICATIONSThe qualifications consist of a high school diploma or completed GED, and documented completion of a CompTIA A+ certification. The certification may be substituted with at least two years of previous computer troubleshooting experience in a professional/enterprise setting. Previous professional office administrative experience is a plus. Must possess a valid Oregon driver's license at time of appointment and maintain an acceptable driving record. Supplemental Information SUPERVISORY CONTROLSThis classification works under the direct supervision of the IS Director. Recurring assignments are independently performed based on past experience and established policy. Employee uses initiative and judgment in completing certain assignments. Significant deviations from standard procedures or processes require prior approval. Employee generally will work in proximity of the supervisor.GUIDELINESWork is performed in accordance with department policies and procedures; reference manuals for hardware, software, and peripheral equipment; in-house documentation; and vetted, department-approved Internet-based reference materials. The employee uses judgment in interpreting guidelines and applying solutions from available alternatives.PHYSICAL DEMANDS AND WORK ENVIRONMENTWork is performed in a typical office environment. Employee must be capable of sitting for long periods, communicating via electronic methods (e.g., telephone, email, SMS, etc.), reading and writing both physical and electronic documents, problem solving, interpreting data, and organizing physical and electronic information. May also require carrying, pushing, pulling, bending, kneeling, lifting arms over head, lifting up to 50 pounds, standing, walking and driving.SELECTION PROCESSFollowing the closing date of this recruitment, if you are selected as a candidate for an interview, we will contact you by email to arrange a date and time. We want to ensure that we hire the best possible staff for our county team because we believe that the right people are our most valuable asset!01 Do you have CompTIA A+ certification or at least two years of previous computer troubleshooting experience in a professional/enterprise setting? If yes, have you included documentation? Or describe your experience computer troubleshooting. 02 Please describe your experience and proficiency with: 1) basic networking concepts; 2) printing and print servers; 3) VoIP and Telephone. 03 Please describe your experience and proficiency with the following: 1.) Customer support ticketing/helpdesk system; 2.) PCI security standards; 3.) CJIS security standards. Required Question