IT Help Desk Technician

JOB SUMMARY

This position is responsible for providing first-level and second-level contact and problem resolution for all users with hardware, software and application problems. In addition, this position will be a primary contact for an IT Help Desk and ensure that all incidents are recorded and uploaded into the IT Ticketing system in a timely manner.

QUALIFICATIONS

• Graduation from an accredited high school or equivalent.
• Associate’s degree in Computer Science, Telecommunications or Information Technology preferred. Industry certification may be substituted for associate’s degree.
• 1 year of IT Help Desk and/or Call Center experience preferred.
• Completion of A+ and Security+ certifications preferred.
• Basic knowledge of user and security group Active Directory administration.
• Preferrred working knowledge of Intune and Microsoft Defender.
• Strong knowledge of basic computing which includes Microsoft Office 365 and Windows Operating Systems.
• Ability to present and communicate clearly with technical and non-technical staff as well as senior management.
• Ability to learn new programs.
• Must be willing and able to work evening and weekend hours if necessary and participate in the IT on-call rotation.
• Ability for spur of the moment transportation without relying on organization vehicles.
• Must possess or ability to readily obtain a valid driver’s license issued by the State of Texas for the type of vehicle or equipment operated. Department of Motor Vehicle check will be required.
• Customer Service Oriented.
• Excellent Computer Skills MS Office.
• Must be in compliance with clients Immunizations policy.
• Must be in compliance with ICS training requirements.
• Must pass criminal background check and drug/alcohol screening.

An equivalent combination of education, certifications, and work experience which appropriately demonstrates the knowledge, skills and abilities to perform the above-described essential functions will be considered when hiring for this role.

ESSENTIAL JOB FUNCTIONS

Traditional Duties

• Maintain an accurate record of IT assets using our Asset Management system.
• Create and update Help Desk documentation and knowledge base articles.
• Perform timely workstation hardware and software upgrades as required.
• Work directly with senior staff to facilitate voice, data, and wireless services to all locations.
• Deploy workstations and peripherals for new employees using standard hardware, images and software.
• Provide VPN support and troubleshooting.
• Monitor and respond quickly and effectively to requests received through the ticketing system
• Assign tickets in queue to appropriate team member processing first-in first-out based on priority.
• Assist with onboarding of new users.
• Report issues to IT management for escalation.
• Document internal procedures.
• Set up email on mobile devices, iPhones, iPads, etc. for designated end-users.
• Diagnose issues related to users unable to access programs and/or websites.
• Respond to all printer issues.
• Maintain an efficient and clean office area and build room.
• Must work well with district personnel in a professional and friendly manner.
• Performs other duties as assigned by supervisor or projects that may require additional time outside normal working hours

Customer Service

• Respond quickly and efficiently to user requests
• May represent the division at public meetings and/or hearings.
• Respond to public health emergencies as needed on weekends or evenings and other activities under the organization’s Strategic Health Plan.
• Coordinates with other departments and/or community partners as needed.
• Carry out the mission, vision and values of the organization.

KNOWLEDGE / SKILLS/ ABILITIES

• Interact effectively and professionally with persons from diverse cultural, socioeconomic, education, racial, ethnic, and professional backgrounds.
• Work effectively with managers, co-workers, members of the public and professional groups.
• Establish and maintain effective interpersonal work relationships.
• Communicate effectively, clearly, concisely with others (internal and external customers, both verbally and in writing).
• Consistently demonstrate positive/proactive customer service attitude.
• Consistently maintains ethical behaviors exemplary of quality public service and fair standards, inclusively, among all employees and members of the public.
• Manage and coordinate activities and projects.
• Exercise sound judgment and initiative.
• Be flexible to shift priorities.
• Maintain confidentially and adhere to HIPAA.
• Receive constructive feedback in a positive manner.
• Be available to accept new assignments to meet disaster-related Health District responsibilities.
• Work towards goals and objectives of the Strategic Health Plan.
• Adhere to departmental policies and procedures.
• Adhere to the policies, mission, vision, and values of the organization.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is performed sitting at a desk or table or while intermittently sitting, standing, bending, crouching, or stooping. The employee occasionally lifts light and heavy objects.
• Must be able to perform physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials. Ability to lift at least 50 pounds.
• Emergency Preparedness Tier Level: 2

FLSA STATUS

• FLSA Status: Non-Exempt