Help Desk SpecialistDesktop Support

Job Description

This position acts as first level technical support in responding to incoming calls at the MCSO Help Desk. Troubleshoot, diagnose, investigate, and resolve technology problems with user equipment and network end‑points. Responsible for recognizing, researching, isolating and resolving information system problems on equipment including laptop and desktop computers, video displays, network access, credential verification, password changes, cellular telephones, hot spots, WiFi access and mobile computers in patrol vehicles.

Typically, able to resolve fewer complex problems immediately on the first call, with more complex problems referred to senior level Help Desk Technical Support staff and/or other qualified Technical Support personnel as appropriate.

• Responds to end‑user calls regarding PC software, hardware, and server application problems.
• Generates Work Orders through Avanti ITSM tracking system.
• Operates and monitors all computer systems, networks and peripherals in the Network Operations Center.
• Assists in coordinating the resolution of application/software systems problems impacting production.
• Resets network and/or application passwords.
• Utilizes Avanti ITSM to remotely access and manage desktop and/or laptop systems. May use other applications to remotely access and manage computers.
• Maintains contact with users on operational and production problems.
• Assists Senior/Lead level Help Desk Analyst and/or Technical Support personnel, as requested.
• Logs documents and maintains history records on Information Technology production problems.
• Be present at work site to perform assigned tasks at the times and dates scheduled and assigned by the supervisor.

• Knowledge at the intermediate level of hardware such as motherboards, CPU’s, DVD/CD‑RW’s, printers, etc.
• Must be proficient using Microsoft Office 365, Windows 11.
• Knowledge at the intermediate level of customer service experience in a Technical Help Desk or Data Center/NOC environment.
• Knowledge at the intermediate level of overall computer operations procedures, operating systems and platforms required.
• Knowledge at the intermediate level of current techniques and capabilities of personal computers, local area networks and wide area networks.
• Must have excellent customer service skills.
• Must have excellent written and verbal communication skills.

Windows PC Support Experience in a Help Desk Environment

6 months

High School Diploma or GED Certificate required

Onsite work only M-F 6am-2pm Must be able to pass MCSO background check

Associates Degree
- Computer Science