Service Desk Technician

York-County; Pennsylvania; On-site; USD 38,000 - 52,000; Full time

Job summary

The Service Desk Technician at York County Government in Pennsylvania will support end users, handle hardware, software, and access issues, and help meet service levels. This role works under general direction and contributes to IT service desk operations.

Located in south-central Pennsylvania, York County Government offers growth opportunities, a competitive wage and benefits package, and opportunities to work on incident management, asset management, and policy implementations.

Qualifications

• 6 months to 1 year of IT support or service desk experience.
• Familiar with Windows OS, Microsoft 365, hardware, and networking fundamentals.
• Strong organizational, communication, and customer service skills.

Responsibilities

• Serve as a technical resource for service desk operations within SLAs.
• Provide end user support to resolve hardware, application, and access issues.
• Participate in incident management, service requests, change management, and asset management.
• Assist in application, hardware, policy, and procedural implementations.
• Communicate with team members to escalate incidents and requests to service owners.
• Maintain knowledge of IT operations and participate in on-call rotation.
• Work on special projects as needed.
• Other duties as assigned.

Skills

Windows OS

Microsoft 365

Endpoint hardware

Networking fundamentals

Customer service

Communication skills

Team player

Explain technical concepts

Organizational skills

Pressure handling

Job description

The Service Desk Technician will actively contribute to service desk operations under general direction. Duties and responsibilities include but are not limited to endpoint support, application support, access management, and service request fulfillment.

Located in south-central Pennsylvania, York County Government offers many exciting and challenging opportunities to learn and grow in a career while making a difference in the lives of York County residents. Each County department meets a unique need in the community and provides an opportunity for both professional growth and personal satisfaction. York County offers a competitive wage and benefit package.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serve as a technical resource for service desk operations addressing requests within service level agreements and defined uptime requirements.
• Provide end user support to resolve hardware, application, and access issues.
• Participate in incident management, service request fulfillment, change management, and asset management.
• Participate in application, hardware, policy, and procedural implementations.
• Communicate with team members to escale incidents and service requests to appropriate service owners as necessary.
• Maintain working knowledge of IT operations and functions.
• Participate in an on-call rotation.
• Work on special projects as needed.
• Other duties as assigned.

ESSENTIAL REQUIREMENTS / QUALIFICATIONS

• At least 6 months to 1 year of experience or training in IT support and service desk operations.
• Familiar with Windows Operating Systems, Microsoft 365, endpoint hardware, and networking fundamentals.
• Strong organizational, communication, and customer service skills.
• Ability to build and maintain positive working relationships with colleagues and staff from other County departments.
• Able to perform effectively under pressure and in high-stress environments.
• Capable of explaining technical concepts to non-technical audiences.
• Proven team player with a collaborative mindset.
• Understanding of York County Government's operational model, processes, and strategic goals.
• Completion of a Pennsylvania Criminal Background check and fingerprinting, required for all employees in this role.
• Possession of a valid and current driver’s license.

If you have any questions, please contact the county's Department of Human Resources at [e-mail].