Job Title: ITS Help Desk II
Department: IT Services - Technical Services
Division: IT
Employment Status: Regular Full-Time
Pay Grade: 121: $4,949-$6,654/Mo. (current 2024 salary grid: Sep2022 - Jan2025 Salary Table WIP.xlsx (lewiscountywa.gov) )
FLSA: Non-Exempt
Department/Office:
This a represented position by Teamsters within the Information Technology Services Department. Hiring preference will be given to existing Teamsters represented employees.
Position Summary:
Under general supervision, provides first-level technical support functions and training for Lewis County computer system users; troubleshoots and resolves problems and maintains County computer systems, desktops, and peripherals.
Links:
Job Posting: ITS_2_Help_Desk_Job_Posting_05.23.2024.pdf (lewiscountywa.gov)
Job Description: Lewis County (lewiscountywa.gov)
Core Benefits: CORE_BENEFITS.pdf (lewiscountywa.gov)
Additional Benefits: TEAMSTERS_COMBINED.pdf (lewiscountywa.gov)
Lewis County Jobs App: https://jobs.lewiscountywa.gov#699
Essential Functions:
The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all employees in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
• Works the day-to-day Help Desk work orders; responds to client inquiries and requests for service.
• Interviews user to collect information about technology problems and technical issues and leads user through diagnostic procedures to determine source of error.
• Determines whether user problem is caused by hardware, software or operator problems.
• Defines problems, researches and isolates error sources, implements technical solutions to resolve user problems within scope of authority and training.
• Provides technical support, training and assistance to employees; explains IT issues, and deploys solutions according to Department standards, guidelines and procedures; follows up with users to assure the optimal functionality of the users’ systems.
• Refers complex problems which are beyond the skills of the IT Specialist to senior technical staff and tracks the problem until it has been resolved.
• Updates and integrates computers, workstations, network systems, communications equipment and peripherals; installs and configures software upgrades, enhancements and revised functions; verifies functionality, compatibility and performance of IT systems; assures effective communications of IT issues.
• Documents work completed and maintains departmental records; notifies manager and other technicians of unusual problems or problem trends in order to facilitate continued improvement of client services.
• Identifies technical problems which need to be addressed by improved policies and procedures.
• Maintains and enforces all aspects of security and confidentiality of records and information.
Employment Standards and Requirements:
High School Diploma or G.E.D. equivalent; AND two (2) year’s technical support experience. Lewis County Government experience is preferred. Valid Washington State Driver’s License is required. Certification as a Microsoft Certified Professional (MCP) is preferred
Working Environment/Physical Demands:
Work is performed in a computer laboratory and office environment utilizing computers and peripheral equipment; may occasionally be required to lift up to 20 lbs. Requires vision capacity to perform fine calibrations and differentiate between colored wires.
Distinguishing Characteristics:
This is the basic level in the ITS Help Desk job series. Working under general supervision, incumbents have a fundamental knowledge of technical protocols, policies and procedures, and are granted greater levels of independence as further experience is gained.
KNOWLEDGE AND SKILLS:
Knowledge of:
• County policies and procedures.
• Information Services operations, policies, and procedures.
• Networked computer system environments and peripheral device capabilities.
• Hardware, software and peripheral equipment troubleshooting techniques.
• Technical support principles, processes, and standards.
• MS Office and NT workstation applications, operating systems, and special software applications used in Lewis County.
Skills in:
• Diagnosing and resolving technical problems in a network environment.
• Assessing customer support needs and implementing effective solutions.
• Solving technical problems involving integrated operating systems and hardware platforms.
• Using basic tools, equipment and procedures for repairing computers and peripheral devices.
• Installing, repairing, and maintaining computer software, hardware, and peripherals in a multiple operating system environment.
• Providing technical support and training to County departments and personnel.
• Establishing and maintaining effective working relationships with co-workers.
• Communicating effectively verbally and in writing.