Help Desk Technician I, II

Summary

Pottawattamie County is excited to announce the hiring of a Help Desk Technician I/II!

An individual in either of these position classifications provides general technical support, troubleshooting, and training to all personnel and agencies serviced by Pottawattamie County IT.

Classifications
There are 2 classifications in this position. Official determination will be made by the hiring team once chosen applicants are interviewed and an offer has been made.

Help Desk Technician I - $25.10-$32.94
Help Desk Technician II - $28.68-$37.63

Pottawattamie County offers employees a strong benefit plan at a reasonable cost. Our benefit offerings include health, dental, vision, life insurance, long-term disability, and other voluntary benefits.
 
To highlight some of our amazing benefits:
 

• We offer a family plan at $233.28 per month cost to the employee, with an additional $30 savings if the employee participates in the wellness program
• $1,500 family deductible
• 100% employer paid long-term disability coverage
• premium free single dental coverage
• generous paid time off; sick leave and vacation leave
• IPERS retirement; Unlike benefits from other retirement plans, IPERS benefits aren’t tied to the performance of the stock market. With IPERS, you don’t need to make complicated investment decisions for your retirement dreams to become a reality.

View the full Pottawattamie County Benefits Guide here (Download PDF reader). 

Essential Functions

Help Desk Technician I, II
Troubleshoots, resolves, and documents problems with IT-supported systems
Configures, installs, tests, and supports client hardware and software
Responds to tickets, customer inquiries, and other requests in a timely manner
Answers and responds to hotline calls
Enters tickets and escalates matters according to IT policies
Provides excellent and courteous customer service at all times
Serves as primary technical support contact for IT customers
Takes personal responsibility for assigned tickets until closed or referred to a third party
Provides 24/7 support to IT customers according to IT policies for after-hours contact
Tracks and documents recurring problems; recommends corrective action to supervisor
Makes recommendations on equipment, maintenance, training, etc.
Supports Network Administrators and other Help Desk personnel
Updates content on IT-serviced websites
Enters and maintains data in IT inventory systems
Performs basic maintenance of network connections
Works with vendors and acts as liaison between customer and vendor according to IT policies
Provides system and software account support
Follows all documented IT policies and procedures
Keeps IT spaces clutter-free
Performs other duties as directed
Help Desk Technician II
Provisions VPN access and troubleshoots connectivity
Provisions Active Directory accounts and Exchange mailboxes
Performs moves, adds, and changes for telephone system users
Provides support and assistance with the Microsoft Office suite
Assists customers with selecting and purchasing technology products

Essential Knowledge, Experience, and Ability

Accountability – Able to accept responsibility and account for his/her actions

Accuracy – Able to perform work accurately and thoroughly

Ambition – Driven to achieve personal advancement

Communication, Oral – Able to communicate effectively with others using spoken word

Communication, Written – Able to communicate in writing clearly and concisely

Customer Oriented – Able to take care of the customers’ needs while following IT procedures

Detail-oriented – Able to pay attention to minute details of a project or task

Initiative – Able to make decisions or take actions to solve a problem or reach a goal

Organized – Being organized or following a systematic method of performing a task

Time Management – Able to use available time to organize and complete work within deadlines

Technical Aptitude – Able to comprehend complex technical topics and specialized information

Systems Analysis – Able to determine how a system should work and how changes in conditions, operations, and environment will affect outcomes

Working Relationships – Able to establish and maintain effective working relationships with co-workers, supervisors, and customers.

Essential Education, Certification, and/or Licenses

Help Desk Technician I Education: One year certificate from college or technical school; or three to six months related experience and/or training; or equivalent combination of education and experience. Certification:

1. Must obtain, within six (6) months of hire date, and maintain CompTIA A+ certification
2. Must obtain, within six (6) months of hire date, and maintain IOWA/NCIC certification

Experience: None required; entry-level position Computer Skills:

1. Knowledge of or experience with Microsoft Office and Microsoft Windows 
2. Knowledge or experience troubleshooting and maintaining PC hardware 
3. Knowledge of or experience with Windows networking
4. Typing Proficiency: 25+ Words per Minute

Must possess and maintain a valid driver’s license for duration of employment 

Help Desk Technician II Education: Associate’s Degree or equivalent experience Certification:

1. Must possess and maintain CompTIA A+ or equivalent certification
2. Must obtain, within six (6) months, and maintain IOWA / NCIC certification

Experience: Two (2) years minimum performing IT support or related work Computer Skills:

1. Knowledge of and experience with Microsoft Office, Microsoft Windows, and County-specific applications (e.g., Tax, Real Estate, Payroll, Public Safety, etc.)
2. Knowledge of and experience with troubleshooting and assembly of PC hardware
3. Knowledge of and experience with Windows networking
4. Comfortable using the Windows command prompt
5. Typing Proficiency: 25+ Words per Minute

Must possess and maintain a valid driver’s license for duration of employment

Apply Online