Communications/Helpdesk Technician

POSITION:  Communications/Helpdesk Technician
DEPARTMENT:  Information Technology
SUPERVISOR:  Director of Technology
RATE OF PAY:  $20.64 – $22.10
LOCATION:  County Building

JOB SUMMARY:

Coordinates and oversees communications content Countywide, including external and internal communications, public information and outreach, interaction as necessary with the public, media relations, social media content, and updating the County’s websites. Responsible for effective communications and social media content to help provide timely, relevant, accurate, understandable information to the constituents of Emmet County. Interacts with relevant staff & Board of Commissioners.  Provides quality customer service and assistance to all users of Emmet County Information Technology systems through Helpdesk support in determining solutions to both current and future needs.

ESSENTIAL DUTIES:

  • Works with closely with the third party web site developer to be able to act as a “super user” for content updating, simple format changes, routing maintenance after the website is up and running
  • Works with the largest users – including Parks & Rec, the Courts, County Clerk, HR etc., to get departmental information accurate for the initial website build
  • Learn how to navigate the website in order to add content including social media posts, simple format changes, get information ready that needs to be added by the TPA
  • Understands County website priorities and helps accommodate, communicate and maintain the same
  • Be the administrative conduit between the county and the TPA
  • Produces informative dashboard to senior leadership relative to the utilization and popularity of the website. Prepares responses/inquiries to the website (if required) for review prior to release
  • Produce and publish new content to the websites in accordance with County guidelines
  • Liaise with County staff and in-house IT team members to decide on new posts, Oversees layout (images, graphics, videos and artwork
  • Proof read and edit material to ensure website content accuracy
  • Leverage SEO and social media for postings if needed, comply with copyright and privacy regulations
  • Monitor website traffic to understand popularity, provide reports to leadership as requested
  • Keep current in web technology.
  • As time and demand allows may provide Helpdesk support as follows:
  • Serves as the first point of contact for users seeking technical assistance. Record technical requests and resolutions within the County tracking systems
  • As assigned, performs 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 priority and schedules to complete all tasks. Follow-up and update users on task status and information
  • 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 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.

The above statements are intended to describe the general nature and level of work being performed by employees assigned this classification. They are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

EMPLOYMENT QUALIFICATIONS

Desired Behavioral Traits

  • Approachable
  • Good business acumen
  • Positive attitude

Knowledge, Skills, & Abilities

  • Able to multi-task effectively, 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
  • Demonstrated, outstanding written and oral communications skills, including the demonstrated ability to communicate concepts clearly and simply to broad audiences
  • Strong networking skills to build and maintain relationships with government officials, department heads and staff, boards and committees, constituents, media representatives and the business community
  • Proficiency in social media management
  • Ability to work independently, set priorities and meet goals
  • Proficiency in the Microsoft Office suite, communication software and has the ability to master new technology
  • Ability to work independently, create a plan and execute efficiently, learn and work with relevant software, proficiency in work processing a publishing softwar
  • Understanding of CMS technologies, including WordPress, Drupal, etc.
  • Understanding of website coding, including HTML, JavaScript, etc.
  • Understanding of email campaign software, including MailChimp, SendGrid, etc.

Education/Experience

  • Bachelor’s degree desired
  • Associates degree required with specialized training in computer systems and course work in Information Technologies including networking
  • 3 years experience desired, two years required in a Microsoft Windows Network environment
  • Proficiency in Website maintenance and oversight
  • 1 – 2 years’ experience in any CMS system is preferred

Emmet County, Michigan
200 Division Street, Petoskey MI 49770
(231) 348-1700 | Contact Us