Technical Helpdesk Associate I

Technical Helpdesk Associate I

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Technical Helpdesk Associate I

Salary

$58,427.20 - $84,719.44 Annually

Location

Brighton, CO

Job Type

Regular Full-time

Job Number

2024-06586

Department

County Sheriff

Division

SO-Professional Standards

Opening Date

06/25/2024

Closing Date

7/9/2024 4:00 PM Mountain

Our Mission

Safety, Security and Transparency.

Cultural Competencies/EEO

Adams County is an equal opportunity employer. We strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status,marital status or any other legally protected characteristic.

Position classification

Onsite - Job duties and expectations require employee to be regularly scheduled onsite.

• Description

• Benefits

• Questions

What Success Looks Like In This Job

This entry-level position (Tier 1) will be responsible for providing excellent customer service with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate I (Tier 1) is to provide first-level hardware and software support for Adams County Sheriff's Office computing infrastructure; filter Help Desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Tier 2, Tier 3, and applications support as needed. A Tier 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem. Tier 1 may also provide support for identified Tier 2 and Tier 3 issues where configuration solutions have already been documented.

Examples of Duties for Success

• Assist customers remotely over the phone, via remote control software or in person

• Troubleshoot and resolve desktop, software, peripheral, and clinical application issues

• Troubleshoot and resolve mobile computing and communications device issues, e.g. smartphones and tablets.

• Act as an initial escalation path for issues that require advanced troubleshooting or work beyond established time frames

• Configure and deploy desktops, laptops, monitors, and related peripherals to end-users

• Facilitate warranty service where applicable

• Accurately and thoroughly record information into ticket tracking software

• Follow up and communicate ticket information to users when appropriate

• Perform other related duties and responsibilities as required

Qualifications for Success

• Effective and efficient customer service skills

• Strong analytical and problem-solving abilities

• Self-motivated and organized; able to prioritize and execute tasks under direct supervision

• Communicate clearly and concisely, both orally and in writing

• Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues

• Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; local and network-based printing; wired and wireless networking

• Ability to travel to other facilities as required within the scope of the job

More Qualifications for Success

• Experience: One (1) to two (2) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.

• Education and Training:

• High school diploma or GED equivalent required

• Associate's Degree preferred

• License or Certificate: None

• Background Check: Must pass a criminal background check.

Essential duties require the following physical abilities and work environment:

• Ability to lift a minimum of 25 lbs.

• Requires long periods of sitting at a desk, up to 8 hours a day.

• Repeated movements including standing, sitting, kneeling, lifting, and bending in and around users' desks.

Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.

Clickhere (//ILAvllPaGb4) to watch our video about why Adams County is an Employer of Choice!

Benefits You Expect:

• AFLAC Supplemental Medical Insurance

• Basic Term Life & Optional Term Life Insurance

• Deferred Compensation Plan

• Dental/Vision/Medical Plans

• Generous Vacation/Sick leave

• Long-Term Disability

• Retirement Plan

• Short-Term Disability

Plus some you might not expect:

• Employee Assistance Program

• Employee Fitness Center

• Employee Health Clinics

• Flexible Work Schedules

• Recreation Center Discounts

• Training & Tuition Reimbursement Programs

• Wellness programs

• Lactation friendly certified workplace

01

Do you have a high school diploma or GED equivalent?

• Yes

• No

02

Do you have 1 - 2 years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity?

• Yes

• No

03

Do you have computer skills: Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; local and network-based printing; wired and wireless networking?

• Yes

• No

04

Do you have the ability to travel to other facilities as required within the scope of the job?

• Yes

• No

05

Have your used marijuana in the last year?

• Yes

• No

06

Have you used illegal drugs (other than marijuana) in the last 5 years?

• Yes

• No

07

Do you have any felony convictions?

• Yes

• No

08

Have you submitted an application with the Sheriff's Office in the last 12 months?

• Yes

• No

09

If you answered yes to the previous question, what position did you apply for? If you answered no, please answer N/A

10

Have you been discontinued from any part of the background process in the last 12 months with.