HELP DESK TECHNICIAN

POSITION: Help Desk Technician
DEPARTMENT: Informationa Technology Department
SUPERVISOR: IT Director
CLASSIFICATION: USWA
LOCATION: Emmet County Building, other county properties as needed
RATE OF PAY: $17.49 per hour

POSITION SUMMARY:
Provides quality customer service and assistance to all users of Emmet County Information Technology systems in determining solutions to both current and future needs.

ESSENTIAL FUNCTIONS:
• Serves as the first point of contact for users seeking technical assistance
• Record technical requests and resolutions within the County tracking systems
• Perform remote or onsite troubleshooting through diagnostic techniques and determine the best solution based on the issues and details provided by users
• Performs hardware, software, and other technical resolutions within authorized guidelines
• Work with Information Technology team to determine priorities and schedules to complete all tasks; follow-up and update users on task status and information
• Assist with onboarding of new users within Active Directory and other county systems
• Performs initial technical training based on departmental needs
• Maintain knowledge of County Information Technology systems and assist with developing ongoing training programs and documentation
• Performs scheduled and requested training sessions to assist users with continued education on County Information Technology systems
• Install, test, move, and configure workstations, peripheral equipment and software
• Assist with basic network cable and documentation
• Assist with maintenance of inventory of hardware, software, materials and supplies of the department
• May require irregular hours and overtime
• May require some travel in personal vehicle to other County facilities
• Any other duties commensurate with the grade and level of responsibility of this position for which the incumbent has the necessary experience and/or training

DESIRED BEHAVIORAL TRAITS: 
Able to multitask effectively, approachable for users, understands how to communicate technical concepts to non-technical consumers

KNOWLEDGE, SKILLS, & ABILITIES: 
• High level of accuracy and attention to detail and have ability to effectively communicate orally and in writing
• Ability to work individually with direction from supervisor, work in a team environment, and maintain confidentiality
• Ability to resolve problems using a systematic approach

EDUCATION/EXPERIENCE: 
• High school diploma or equivalent with specialized training in computer systems and course work in Information Technologies including networking
• Minimum of one-year experience in a Microsoft Windows Network environment

The above statements are intended to describe the general nature and level of work performed by a person in this position. They are not to be construed as an exhaustive list of all duties that may be performed by such a person.

Emmet County, Michigan
200 Division Street, Petoskey MI 49770
(231) 348-1702 | Contact Us