Responsible for coordinating the day-to-day operations of the Information Technology Help Desk. Assists customers with technical support of any information technology software and/or hardware. Provides and coordinates assistance in resolving information technology related problems. Maintains a high level of customer service at all times. Reports to Client Support Services Manager or other designated person and works with co-workers, employees, and vendors to support information systems.

• Receives, records, and distributes help desk calls, emails, and other requests to include logging calls into automated system, determining the problem by asking appropriate questions, determining priority of request and routing calls to appropriate IT personnel. Identifies, researches, and resolves user technical problems.
• Prepares, reviews, and submits a variety of reports and reconciliations to and from internal and external customers. Provides statistical analysis and reports to management, including quarterly customer newsletter.
• Develops, implements and maintains standard operating procedures documentation for the help desk.
• Documents, tracks, and monitors technical problems to ensure a timely response and communicates the action with the customer. Records recurring issues and known solutions in the knowledge base within the Standard Level Agreement time frame.
• Provides rotational on-site desktop support.
• Assist in the software/hardware maintenance and inventory process.
• Perform other duties of a similar nature or level.

POSITION SPECIFIC RESPONSIBILITIESMIGHT INCLUDE:

• Provides and coordinates assistance in resolving information technology related problems

Education: AA/AS in Information Technology, Computer Science, or other technology-oriented discipline.

Experience: Two (2) years in similar Desktop, Help Desk, or Application Support Position.

Knowledge/Skills/Abilities:

• Familiarity with local, state, and federal legal requirements and County and departmental policies and procedures.
• Considerable knowledge of communications technology and concepts.
• Considerable knowledge of help desk and call center techniques and best practices.
• Familiarity with hardware configurations, software, operating systems, manual systems, applications systems, data communications, office automation software, networking and other technical concepts.
• Must have flexible schedule to perform 24-hour on call duty.
• Must possess excellent customer service utilizing telephone and interpersonal skills.
• Mastery of troubleshooting and problem solving.
• Good communication skills, both oral and written.
• Proficiency in acquiring and maintaining skill sets on new and evolving help desk software, desktop, printer, software and communication technologies.
• Demonstrated ability to work with a team or independently.

Licensing/Certification:

• Possession of a valid driver's license with good driving history. If State license is other than Georgia or South Carolina, applicant must obtain a license in Georgia or South Carolina within 30 days of employment.
• Prefer: Technical certification such as CompTIA A+, Microsoft Certified Professional, HP Certification, ITIL Foundation, etc.

This position does require staff call up in an emergency situation.

This position does require travel to other locations more than 50% of the time.

PERFORMANCE APTITUDES:

• Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.
• Human Interaction: Requires the ability to work with and apply principles of persuasion and/or influence over others to coordinate programs or activities of a project, and resolve typical problems associated with the responsibilities of the job.
• Equipment: Requires the ability to operate, maneuver, and/or control the actions of equipment, machinery, tools and/or materials requiring complex and/or rapid adjustments.
• Verbal: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information.
• Math: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
• Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
• Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Physical Abilities: Tasks require the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (5-10 pounds). Tasks may involve extended periods of time at a keyboard or work station.
• Sensory Requirements: Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally.
• Environmental Factors: Essential functions are regularly performed without exposure to adverse environmental conditions.
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The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to this job.