Desktop Support Technician
DESKTOP SUPPORT TECHNICIAN
Full-Time • Davenport, IA
Under general supervision, the Desktop Support Technician provides technical support to County personnel using computer hardware, software, and networks in the performance of their duties to include installing, setting up, diagnosing, troubleshooting, and repairing issues with devices, software, hardware, networks, and peripheral equipment.
Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours. Factors such as regular attendance at the job are not routinely listed in job descriptions, but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:
- Provides on-site maintenance and troubleshooting for computer hardware and peripherals, software, network connections, and other equipment.
- Responds to support calls from users; diagnoses the cause of technical issues; takes appropriate actions to resolve.
- Troubleshoots, resolves, and documents issues with technology systems; tracks and documents recurring problems and recommends corrective actions to appropriate IT team.
- Recognizes, diagnoses, and resolves common system issues; may use remote desktop screen sharing software to quickly and accurately assist users with issues.
- Enters and maintains user information relating to user name, location, phone number, equipment inventory, IP address, and general hardware; performs all basic functions related to the Voice Over IP system.
- Assists with the delivery and installation of computer equipment; performs software installation, configuration, and setup; manages, deploys, and troubleshoots endpoint security and desktop encryption.
- Evaluates new technology, to include computers, tablets, and phones for potential implementation on County network; programs and activates cell phones and tablets.
- Assists users in use of computer software, including standard office software, network and systems client software, and specialized software that may be used by a department.
- Investigates functional requirements for business processes with subject matter experts to clarify program intent and identify areas of improvement.
- Creates and tracks purchase orders; process invoices; creates billings; processes payments for outside vendors.
- Communicates and coordinates regularly with appropriate others to maximize the effectiveness and efficiency of interdepartmental operations and activities.
- Attends and participates in meetings, conferences, workshops, and training sessions as required; reviews publications and audio-visual materials to remain abreast of current principles, practices, and developments in assigned work areas.
- Responds to Freedom of Information Act (FOIA) requests.
- Demonstrates the ability to exemplify, by his/her actions, the County PRIDE philosophy.
- Performs related duties as assigned.
Standards for Initial Consideration
Education, Training, and Experience Guidelines:
Associate's degree in Computer Science, Information Technology, or related field; AND one (1) year of computer or customer support related experience; OR an equivalent combination of education, training, and experience.
- Applicable local, State, and Federal laws, codes, regulations, and ordinances.
- Customer service methods and practices.
- Technical troubleshooting and diagnosis methods and practices.
- Common office hardware, software, and equipment.
- Providing technical support.
- Maintaining the accuracy, confidentiality, and security of information as appropriate
- Interacting tactfully and professionally with vendors, the public, County staff, and other agencies.
- Typing and entering data with speed and accuracy.
- Prioritizing and organizing work to complete multiple tasks simultaneously and to meet deadlines.
- Developing and maintaining current relevant technology knowledge and skillsets.
- Preparing clear and concise documentation and reports.
- Working effectively both independently and as part of a team.
- Establishing and maintaining cooperative working relationships.
- Communicating effectively verbally and in writing.
License and Certification Requirements
- Must possess a valid Driver's license.
Physical Demands and Working Environment:
- Work is performed in a standard office environment. Some field work may be required.
Lifting requirement of up to 50 lbs.
The following is a glance summary of benefits provided to non-union County employees:
- Medical, Dental, & Vision Insurance
- Life Insurance
- Long Term Disability
- Employee Assistance Program
- Employee Wellness
- Iowa Public Employees Retirement System (IPERS)
- Deferred Compensation
- Flexible Spending Accounts
- Tuition Reimbursement
- Paid Holidays
- Paid Vacation
- Leaves of Absence
- Day Care Referral
- Direct Deposit
- Employee Recognition Program
Scott County is an Equal Opportunity / Affirmative Action Employer.