Help Desk Support Specialist

The Help Desk Specialist will provide first level support and coverage for the IT Helpline by gathering all information necessary to analyze and resolve the issue. This position oversees all computer room activities and any special projects ensuring all tasks are completed accurately and within the required timeframe.

• Frontline User Support:
  Respond promptly and professionally to help desk requests submitted via the online ticketing system, phone, in-person walk-ups, or email.
• User Account Management:
  Unlock and reset passwords across multiple systems, including Windows, iSystems Navigator, timekeeping software, and financial applications.
• Issue Triage & Escalation:
  Prioritize incoming support tasks and escrow advanced or unresolved issues to appropriate IT personnel.
• Document Processing:
  Manage regular printing tasks for financial documents including weekly accounts payable checks, monthly payroll, annual W-2s, and emergency checks as needed.
• System Preparation:
  Configure new computing devices for County network use—including imaging hard drives, updating BIOS, installing required software, activating Office and Windows licenses, and joining devices to the correct domain.
• Lease Equipment Returns:
  Assist with leased asset returns by verifying serial numbers, scanning hardware, organizing peripherals, and preparing items for shipment. This includes locating equipment using asset management software, remote monitoring tools as well as researching historical records to ensure accurate reconciliation.
• Data Sanitization:
  Properly wipe retired or unused computer equipment in accordance with data destruction guidelines.
• Equipment Loan Program:
  Oversee sign-out, maintenance, and inventory tracking for borrowed laptops, cameras, headphones, and other IT peripherals.
• Hardware Maintenance:
  Troubleshoot and maintain technology equipment such as PCs, monitors, printers, scanners, telephones, and related hardware. Work with vendors to address warranty claims and facilitate repairs or replacements for covered equipment.
• Asset Management:
  Maintain accurate inventory records for County technology assets using asset management tools and protocols.
• Application Support:
  Provide technical assistance for Windows‑based software and department‑specific tools through remote sessions, onsite visits, phone calls, and email.
• Project
  
  Collaboration:
  
  Support special IT initiatives including new service launches, software deployments, and system enhancements.

• High School Diploma and 1-2 years experience in technical support or help desk experience

• Minimum 1 year experience with IT ticketing systems and remote support tools.
• Customer service experience
• Computer Hardware repair

• Ability to lift and move computer equipment (up to 40 lbs).
• Ability to work at a desk for extended periods.
• Occasional bending, crouching, and reaching to access equipment in server rooms or under desks.

• Troubleshooting skills for various software applications, including Microsoft 365 suite.
• Excellent communication (verbal and written) and interpersonal skills, with a strong customer service orientation.
• Ability to translate technical information into understandable terms for non‑technical users.
• Problem‑solving abilities, with a methodical approach to issue resolution.
• Proactive, self‑motivated, and eager to learn new technologies and concepts.
• Ability to work independently as well as collaboratively in a team environment.