Job Summary:
The Desktop Technician I functions as the Help Desk’s first line of receiving, prioritizing, documenting, and actively resolving end-user help requests and tier 2 support issues. Problem resolution may involve the use of diagnostics and help request tracking tools, as well as calling upon assistance from higher level technicians. The incumbent will be familiar with IT/IS industry best practices and will utilize these while supporting the goals of the Technology Services Department as well as the mission of Botetourt County.
Key Responsibilities/Essential Functions:
- Fields incoming help requests from end-users via both telephone and e-mail.
- Documents all pertinent end-user identification information, such as name, department, contact information, and nature of problem or issue.
- Builds rapport and elicits problem details from end-users.
- Prioritizes and schedules correction of problems, escalating problems to the appropriate technician when necessary.
- Records, tracks, and documents the helpdesk request problem-solving process, including all successful and unsuccessful decisions made, actions taken, and compliance with established performance measures through to final resolution.
- Engages with remote access end-users PC for troubleshooting and problem solving.
- Applies diagnostic utilities to aid in troubleshooting.
- Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identifies and learns appropriate software and hardware used and supported by the organization.
- Performs desktop level fixes, including installing and upgrading software; installing hardware; implementing file backups; installing applications and anti-virus software.
- Tests fixes to ensure the problem has been adequately resolved.
- Manages yearly end-user equipment refresh cycles.
- Creates and installs PC builds for end users, utilizing desktop management software.
- Manages Active Directory for new and current users including group policy.
- Performs post-resolution follow-ups to help requests.
- Develops knowledge base to aid in end-user support.
- Performs other related duties as assigned.
Job Requirements:
- Associates Degree in Information Systems or related technical field, preferred.
- 1 year working in an IT Service Desk environment supporting business users, preferred.
- 1 - 2 years’ professional experience required or any combination of degree and experience.
- Professional certifications including Microsoft MTA, CompTIA A+, or CompTIA Network+, preferred.
- Strong PC background with 1 – 2 years’ experience administering and troubleshooting Microsoft Windows operating systems and application support, required.
- Day-to-Day management, optimization, and development of Microsoft Active Directory and Group Policy.
- Experience with Microsoft 365 suite to support end-users required.
- Experience creating and testing standard desktop deployment procedures and software images required.
- Working knowledge of troubleshooting utilities such as TCP-IP tools, preferred.
- Experience implementing virus/malware detection applications and managing Microsoft Print Servers and TCP/IP printing, required.
- Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Ability to effectively prioritize and execute tasks in a high-pressure environment with proven analytical and problem-solving skills.
- Exceptional customer service orientation and follow through on assignments and tickets is critical.
- Ability to function in a team-oriented, collaborative environment.
- Familiar with ITIL best practices, desired.
- Project team members are required to have the following skill sets; excellent oral and written communication skills, ability to work in teams or individually when required, ability to complete tasks according to defined guidelines and timelines.
Physical Demands/Special Work Environment:
- This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets, and fax machines.
- The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch or crawl.
- The employee must frequently lift and/or move objects up to 30 pounds and occasionally lift and/or move objects up to 50 pounds.
- Substantial movements (motions) of the wrists, hands, and/or fingers.
- The person in this position frequently communicates and exchanges information with colleagues and County personnel on detailed technical instruction. Must be able to exchange accurate information in these situations.
- Required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading and analyzing.
- Workers must be able to remain at workstation in a stationary position for up to 50% of the time.
- The person in this position frequently travels between buildings to attend meetings, access files, office machines to interact with and support County employees’ technical needs.
- Possession of a valid Virginia driver’s license upon hire.
Reports to: Business Applications Manager
Supervisory Responsibility: None
Botetourt County provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
