Technical Helpdesk Associate - Brighton, United States - Adams County CO

Adams County CO Brighton, United States

3 weeks ago

Description

Salary : $52, $95,190.76 Annually

Location : Brighton, CO

Job Type: Regular Full-time

Job Number: 06503

Department: IT & Innovation

Division: ITi Technical Services

Opening Date: 05/14/2024

Closing Date: 5/21/2024 4:30 PM Mountain

Our Mission: At Adams County, our team members engage in top-notch opportunities to grow and expand their impact. We cultivate an inclusive and innovative culture where diversity matters Diversity, Equity & Inclusion (DEI) is a core cultural competency at Adams County, and we actively seek and welcome applicants that bring diverse experiences and value inclusion.

Cultural Competencies/EEO: Adams County is an equal opportunity employer. We strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status,marital status or any other legally protected characteristic.

Position classification: HybridJob duties and expectations allow for onsite and remote work scheduled every week. Employees in this classification are regularly scheduled onsite one (1) to four (4) days per week based on the County needs and as determined by Department Director. Hybrid classified roles can be onsite more than the set minimum based on employee preference.

What Success Looks Like In This Job

Technical Helpdesk Associate I: This entry-level position (Tier 1) will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate I (Tier 1) is to provide first-level hardware and software support for Adams County computing infrastructure; filter Help Desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Tier 2, Tier 3, and applications support as needed. A Tier 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem. Tier 1 may also provide support for identified Tier 2 and Tier 3 issues where configuration solutions have already been documented.

Technical Helpdesk Associate II: This mid-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate II (Tier 2) is to provide mid-level hardware and software support for Adams County's computing infrastructure. Issues not resolved by Tier 1 support are automatically sent to Tier 2, which offers more in-depth technical support. Tier 2 are technicians who can assist with common mid-level technical questions such as local system set-up, local network issues, or compliance with data and interoperability standards, as well as applying technical solutions to issues that have established resolution methods.

Technical Helpdesk Associate III: This senior-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate III (Tier 3) is to provide senior-level hardware and software support for Adams County's computing infrastructure. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix.
The Department has elected to consider a range of experience for this vacancy. A candidates' qualifications will determine the level at which they are hired.

Per our County Mission Statement: "To responsibly serve the Adams County community with integrity and innovation", this range of positions will own and pursue integrity and innovation.

Examples of Duties for Success

Technical Helpdesk Associate I:

Assist customers remotely over the phone, via remote control software or in person.
Troubleshoot and resolve desktop, software, peripheral, and clinical application issues.
Troubleshoot and resolve mobile computing and communications device issues, e.g. smartphones and tablets.
Act as an initial escalation path for issues that require advanced troubleshooting or work beyond established time frames.
Configure and deploy desktops, laptops, monitors, and related peripherals to end-users.
Facilitate warranty service where applicable.
Accurately and thoroughly record information into ticket tracking software.
Follow up and communicate ticket information to users when appropriate.
Perform other related duties and responsibilities as required

Technical Helpdesk Associate II:

Assist customers remotely over the phone, via remote control software, or in person, utilizing mid-level expertise.
Troubleshoot and resolve desktop, software, peripheral, and application issues.
Troubleshoot and resolve mobile computing and communications device issues, e.g.smartphones and tablets.
Act as a mid-level escalation path for issues that require advanced troubleshooting or work beyond established time frames.
Serve as a mentor to junior staff.
Facilitate warranty service where applicable.
Accurately and thoroughly record information into ticket tracking software.
Follow up and communicate ticket information to users when appropriate.
Perform other related duties and responsibilities as required

Technical Helpdesk Associate III:

Assist customers remotely over the phone, via remote control software, or in person, utilizing senior-level expertise.
Troubleshoot and resolve desktop, software, peripheral, and application issues.
Troubleshoot and resolve mobile computing and communications device issues, e.g. smartphones and tablets.
Act as senior-level escalation path for issues that require advanced troubleshooting or work beyond established time frames.
Identify trends in issue reporting and create preventative solutions.
Serve as a mentor to junior staff.
Facilitate warranty service where applicable.
Accurately and thoroughly record information into ticket tracking software.
Follow up and communicate ticket information to users when appropriate.
Perform other related duties and responsibilities as required.

Qualifications for Success

Technical Helpdesk Associate I - III:

Effective and efficient customer service skills.
Strong analytical and problem-solving abilities.
Self-motivated and organized; able to prioritize and execute tasks under direct supervision.
Communicate clearly and concisely, both orally and in writing.
Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues.
Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; local and network-based printing; wired and wireless networking.
Ability to travel to other facilities as required within the scope of the job.

More Qualifications for Success

Technical Helpdesk Associate I:

Experience: One (1) to two (2) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
Education and Training:
- High school diploma or GED equivalent required.
- Associate's Degree preferred.

License or Certificate: None.

Background Check: Must pass a criminal background check.

Essential duties require the following physical abilities and work environment:

Ability to lift a minimum of 25 lbs.
Requires long periods of sitting at a desk, up to 8 hours a day.
Repeated movements including standing, sitting, kneeling, lifting, and bending in and around users' desks.

Technical Helpdesk Associate II:

Experience: Three (3) to five (5) years verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
Education and Training:
- Associate's Degree or equivalent required.
- Bachelor's Degree preferred.

License or Certificate: None.

Background Check: Must pass a criminal background check.

Essential duties require the following physical abilities and work environment:

Ability to lift a minimum of 25 lbs.
Requires long periods of sitting at a desk, up to 8 hours a day.
Repeated movements including standing, sitting, kneeling, lifting, and bending in and around users' desks.

Technical Helpdesk Associate III:

Experience: A minimum of six (6) years verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
Education and Training:
- Bachelor's Degree or equivalent required.
License or Certificate: None.
Background Check: Must pass a criminal background check.
Essential duties require the following physical abilities and work environment:
- Ability to lift a minimum of 25 lbs.
- Requires long periods of sitting at a desk, up to 8 hours a day.
- Repeated movements including standing, sitting, kneeling, lifting, and bending in and around users' desks.

Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.

Click to watch our video about why Adams County is an Employer of Choice

Benefits You Expect:

AFLAC Supplemental Medical Insurance
Basic Term Life & Optional Term Life Insurance
Deferred Compensation Plan
Dental/Vision/Medical Plans
Generous Vacation/Sick leave
Long-Term Disability
Retirement Plan
Short-Term Disability

Plus some you might not expect:

Employee Assistance Program
Employee Fitness Center
Employee Health Clinics
Flexible Work Schedules
Recreation Center Discounts
Training & Tuition Reimbursement Programs
Wellness programs
Lactation friendly certified workplace

01

Please be aware that your cover letter and resume will not be accessed in the initial screening process, so you must complete your application and supplemental questions with as much detail as possible. Any personally identifiable information (PII) such as name and address will be redacted from applications that meet the minimum screening requirements and are forwarded to the hiring manager. If the hiring manager selects you to advance in the hiring process, your cover letter and resume will then be accessible to the hiring team. Information provided on the application is used to determine if a candidate meets minimum qualifications. Only information provided at the time of the application being completed will be considered and additional information that is not listed on the application will not be considered when deciding if a candidate meets or does not meet the qualifications. Applicants are STRONGLY encouraged to include all information and details on their application. I understand and agree that only information provided at the time of my application will be used to determine if I meet the minimum requirements for this position.

Yes, I understand and agree
Yes, I understand but disagree.

02

How many years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity do you possess?

1 - 2 Years
3- 5 Years
6 Years or more
None of the above

03

Please select your highest level of education:

High School Diploma/GED
Associate's Degree
Bachelor's Degree
Master's Degree
Doctorate's Degree
Not Applicable

Required Question

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