Help Desk Technician: Rapid IT Support & Troubleshooting

County of Delaware; Media (Delaware County); On-site; USD 42,000 - 58,000; Full time

Job summary

County of Delaware is seeking a Help Desk Technician to handle user requests, prioritize tasks, and maintain a 60% first call resolution rate. You will configure new computers in-house and field inbound trouble calls, using remote tools to diagnose and resolve issues.

The role requires strong communication, problem-solving abilities, and the capacity to multitask while delivering reliable IT support across devices and applications.

Qualifications

• Prior experience with a Help Desk application including system administrative requirements.
• Skills testing will be required for this position.
• Knowledge of Active Directory and Group Policy, troubleshooting Windows 7 and 10 desktops and laptops.
• Excellent verbal and written communication skills.
• Intermediate to advanced skill to use a personal computer and various software packages.
• A strong desire to know how and why things work, and an inclination toward sustainable and manageable solutions.
• Strong attention to detail.
• Strong organizational skills.
• Strong problem-solving skills.
• Strong customer service experience.
• Ability to work independently and proceed with objectives.
• Ability to multitask, prioritize and manage time efficiently.
• Ability to work as part of a team.
• Ability to identify problems and forward to correct person.

Responsibilities

• Configure new computers in-house.
• Field inbound trouble calls and use remote monitoring and testing tools to identify, troubleshoot and resolve network and end user issues.
• Remotely diagnose, troubleshoot, and resolve technical issues upon first contact when possible.
• Troubleshoot Windows based application issues.
• Provide problem resolution, reassigning or escalating advanced inquiries to appropriate staff.
• Accurately record and document all details of the issue or service request, including categorization and priority into the help desk ticketing system.
• Monitors the progress of requests for support and ensures that users and other interested parties are kept informed.
• Performs application and network administrative tasks as needed to support end user requests.
• Monitor network monitoring systems and backups.
• Perform basic network administration tasks.
• Manage user account information in Active Directory and within applications, including changes in accordance with defined policies and procedures.
• Assist in hardware and software rollouts.
• Provides "how to" assistance on all internally supported devices, applications and systems.
• Escalates issues to appropriate second- and third-level subject-matter experts in accordance with current procedures and follow up on incidents when appropriate.
• Leverages internal and external resources to answer questions and resolve issues.
• Contributes to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.
• Perform weekly, monthly, and quarterly maintenance tasks on systems.
• Assist in developing procedures, as required.
• Perform other duties, tasks and special projects, as required.

Skills

Customer service

Communication skills

Problem-solving

Multitasking

Teamwork

Independent work

Education

Associate’s degree in Computer Science or related field

Tools

Active Directory

Group Policy

Remote support tools

Windows 7/10 troubleshooting

Job description

County of Delaware is seeking a Help Desk Technician to handle user requests, prioritize tasks, and maintain a 60% first call resolution rate. You will configure new computers in-house and field inbound trouble calls, using remote tools to diagnose and resolve issues.

The role requires strong communication, problem-solving abilities, and the capacity to multitask while delivering reliable IT support across devices and applications.