Help Desk Technician III

Montgomery County Pennsylvania; Norristown (Montgomery County); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Help Desk Technician to provide exceptional support across various County departments. This role involves diagnosing hardware and software issues, managing user accounts, and maintaining comprehensive logs of helpdesk activities. The ideal candidate will thrive in a fast-paced environment, demonstrating excellent communication and customer service skills. Join a dynamic team where your contributions will enhance the technology experience for all users, and grow your career in a supportive and collaborative atmosphere.

Qualifications

• 2-4 years of IT experience with a focus on desktop support.
• Strong communication and customer service skills are essential.
• Knowledge of hardware and software relevant to the role.

Responsibilities

• Provide 1st, 2nd, and 3rd level support for all County departments.
• Diagnose and resolve a wide range of PC issues.
• Maintain logs of helpdesk activities using tracking software.

Skills

Helpdesk Support

Hardware Diagnostics

System Software Installation

Troubleshooting

Microsoft Active Directory

Communication Skills

Customer Service

Team Collaboration

Education

Associate's Degree in Computer Science

IT Certifications (ITIL, A+, Network+)

Tools

Exchange 2016

Office 365

Azure

VPN

Virtual Machines

MDM

MAM

Ticketing System

Job description

Summary

The Information Technology Department is seeking a Help Desk Technician capable of working independently in a fast-paced environment and managing multiple tasks. The role involves providing helpdesk support, including hardware diagnostics, system software installation, and troubleshooting for all County departments. The technician will use the County's call tracking software to record call progress and generate detailed status reports for management.

Essential Duties and Responsibilities

1. Maintain comprehensive logs of helpdesk call activities using tracking software for management monitoring.
2. Provide 1st, 2nd, and 3rd level support via phone and in person for all County departments.
3. Communicate effectively with management, team members, and users, both locally and remotely.
4. Complete all required training assignments.
5. Install, repair, and perform preventative maintenance on personal computers and related systems.
6. Diagnose and resolve a wide range of PC issues.
7. Assist in selecting appropriate software to meet user needs.
8. Troubleshoot, install, and update software and hardware for PCs and Macs, and identify network issues related to computers and peripherals.
9. Provide timely problem resolution or escalate issues to appropriate technical personnel.
10. Update ticket statuses and document resolutions thoroughly in the ticketing system.
11. Offer technical assistance to users with varying levels of technical knowledge.
12. Utilize knowledge of Microsoft Active Directory for user account management.
13. Escalate tickets when necessary and follow through to resolution.
14. Work effectively on a team with minimal supervision and contribute positively to the office environment.
15. Explain technical issues clearly to novice users.
16. Develop and document standard operating procedures and customer service guidelines.
17. Coordinate with third-party vendors for support and resolution.
18. Provide 80% support for 2nd-3rd level PC/MAC and peripheral issues, with clear troubleshooting documentation.
19. Mentor team members (10%) and develop support procedures (10%).
20. Maintain experience with Exchange 2016, Office 365, Azure, VPN, Virtual Machines, MFA, MDM, and MAM.
21. Follow SOPs and work with management on best practices.
22. Troubleshoot wired connections, assign IP addresses, update drivers and software.
23. Perform other duties as assigned.

Qualifications

Applicants must meet the following requirements or equivalent:

• Associate's degree in Computer Science or related field, or equivalent experience.
• 2-4 years of IT experience, with at least 3 years in desktop support; certifications like ITIL, A+, Network+ are preferred.
• Knowledge of hardware and software appropriate for the role.
• Excellent communication, organizational, interpersonal, and customer service skills.
• Ability to work independently or as part of a team.

Physical Demands

The role requires standing, walking, sitting, talking, hearing, and occasionally handling objects or tools. Lifting up to 25 pounds may be required. Vision abilities include close, distance, color, and depth perception. The work environment is typically moderate noise, with accommodations available for disabilities.