JOB Under general supervision, serves as the first point of contact for technology support requests and provides entry-level troubleshooting and assistance for end users. Ensures service tickets are created, assigned and resolved in a timely manner. Provides excellent customer service by maintaining clear communication, setting accurate expectations, and ensuring timely follow-up through to resolution. EXAMPLE OF DUTIES
- Must be capable of regular and predictable attendance at a specified location in order to perform assigned tasks.
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Answers and routes incoming support calls and contacts; Gathers accurate support requests information; communicates next steps and realistic timelines; follows up to ensure customer satisfaction and timely resolution; Identifies and resolves recurring issues and improve intake/triage with departments.
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Logs and prioritize requests; create tickets; help route tickets to the appropriate IT team member or queue; documents status and actions; close tickets with resolution notes.
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Provides onsite desktop support, remote support and phone system support
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Performs routine account tasks ; basic troubleshooting of hardware and software; Stages/deploys devices and peripherals for new hires and refreshes.
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Schedules / supports meetings; performs basic A/V setup/troubleshooting; escalate as needed.
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Maintains knowledge base/helpdesk documentation; updates process changes.
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Maintains inventory records: tags, checkouts/returns, receiving, updates.
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Codes and submits IT purchase invoices/receipts in the ERP system to the appropriate accounts and cost centers/projects for leadership approval.
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Assists with maintaining ADA compliance for the County’s main public website, including basic accessibility checks, edits and reporting potential accessibility issues to appropriate staff.
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Follows HIPAA, CJIS and other compliance confidentiality procedures for sensitive information.
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Other duties as assigned.
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SUPERVISION RECEIVED: Supervision is received from the IT Director and/or Assistant Director (and/or designee).
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SUPERVISION EXERCISED: No functional or administrative supervision is exercised.
SUPPLEMENTAL INFORMATION The work environment and physical demand characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Refer to the “Essential and Marginal Function Analysis” statement for a complete description of essential functions and functional requirements.
