Information Technology Technician (Service Desk)

Luzerne County; Wilkes-Barre (Luzerne County); On-site; USD 45,000 - 60,000; Full time

Job summary

Luzerne County IT is seeking an IT support professional to join a countywide service desk team serving over 1,000 users. The role involves troubleshooting hardware, software, networking, printing and phone systems, and collaborating with technicians to resolve complex incidents.

The position emphasizes root cause analysis, proactive issue resolution, and maintaining security tooling, with after-hours coverage on a rotating basis and opportunities to automate routine tasks.

Qualifications

• Associate's degree in computer science or related field with 1 year related experience, or 3 years related experience.
• Experience providing IT service desk support to a large user base.
• Knowledge of computer hardware, software, networking, and security concepts.

Responsibilities

• Provide service desk support to over 1,000 end users regarding hardware, software, networking, printing, and phone systems issues.
• Perform root cause analysis and resolve complex issues that involve multiple IT areas.
• Maintain anti-malware and intrusion detection systems.
• Install, configure and manage end-user devices.
• Develop scripts and automate repetitive tasks.
• Provide countywide IT coverage through service desk and rotating after-hours coverage.

Skills

Service desk

Root cause analysis

Troubleshooting

Networking concepts

Web development concepts

Diagnostic tools

Scripting

Written communication

Team collaboration

Education

Associate's degree in computer science

Job description

This is a technical position that will provide a variety of IT support functions. The incumbent will work with a team of technicians responsible for supporting the computer network service desk operation serving over 1,000 users countywide.

Essential Duties and Responsibilities:

• Provides service desk support to over 1,000 end users regarding computer hardware and software, networking, printing, and telephone systems issues.
• Performs root cause analysis and resolves complex issues that involve multiple IT areas.
• Complies with defined IT service levels.
• Maintains anti-malware and intrusion detection systems.
• Installs, configures and manages end-user workstations, thin clients, laptops, and mobile devices.
• Posts updates to County websites.
• Evaluates and tests new and updated applications for compatibility and compliance.
• Develops scripts and automates repetitive tasks.
• Providing countywide coverage of IT-related issues both through service desk functions and after-hours coverage on a rotating basis.
• Assists in troubleshooting network performance and failures.
• Performs related work as required.

Required Knowledge, Skills and Abilities:

• Knowledge of information technology concepts and practices.
• Knowledge of the component parts of personal computers, peripherals, servers, networking equipment and their associated functionality.
• Knowledge of the functions and capabilities of hardware and software.
• Knowledge of troubleshooting techniques.
• Knowledge of the use and interpretation of diagnostic utility programs used in troubleshooting problems.
• Knowledge of networking concepts.
• Knowledge of web development concepts.
• Ability to read and interpret technical materials such as specifications, technical manuals, and other project documentation.
• Ability to analyze information in order to diagnose and troubleshoot technical problems.
• Ability to communicate effectively orally.
• Ability to communicate effectively in writing.
• Ability to establish and maintain effective working relationships.
• Ability to effectively interact with staff while troubleshooting end user issues.

Minimum Qualifications and Experience:

• Associate's degree in computer science or related field with 1 year related experience, or
• 3 years related experience.

LUZERNE COUNTY IS AN EQUAL OPPORTUNITY & AFFIRMATIVE ACTION EMPLOYER.