Service Desk Technician

The Service Desk Technician provides frontline technical support for Clallam Countys technology systems, including computer hardware, software applications, peripherals, video conferencing platforms, and other audio-visual equipment. This position is responsible for troubleshooting and resolving technical issues, responding to service desk requests, providing end-user training and support, and recommending hardware and software improvements to enhance operational effectiveness. Working independently and collaboratively with the Information Technology team, the Service Desk Technician applies practical knowledge of operating systems, networking fundamentals, user account management, and troubleshooting techniques to identify and resolve technology challenges. The role requires strong customer service, communication, and problem-solving skills, as well as the ability to prioritize work, adapt to changing technology needs, and ensure timely escalation of critical issues to maintain reliable technology services throughout the County.

• Respond to end user questions and problems promptly and courteously
• Provide technical support and solve basic and more advanced hardware and software problems or questions for all end users
• Collaborate with system administration, network operations and department leadership on matters of technology infrastructure to advance skillset and enhance service delivery
• Prepare documentation on hardware and software, end-user processes, and
• Instruct and assist new users in accessing applications, network resources, and on the acceptable use of assigned technology
• Ensure the proper operation of computers, software and peripherals for end users including Office 365, Windows and IOS operating systems, printers, videoconferencing systems, phones and assorted audio-visual peripherals.
• Review and evaluate hardware and software available through vendors of communication system components
• Monitor service desk tickets, prioritize based on impact or urgency, and escalate as necessary
• Communicate with end users as required: keep them informed of support incident progress, notify them of requirements that will delay ticket resolution, and document ticket progress in a complete and timely manner.
• Coordinate moves, additions, and modifications relating to computers, printers, monitors, phones, and all other peripherals.
• Perform related duties as assigned

Requires knowledge of the field of assignment sufficient to perform thoroughly and accurately the full scope of responsibility as illustrated by examples in the above job description

Education/Training
Requires a Bachelors Degree in computer science, mathematics, engineering, business or public administration OR any combination of training and experience to demonstrate competence; Experience and education as demonstrated through work history, level of assignments given, projects developed and managed, complex level of analysis performed, and recorded, outstanding service to an organization and their membership.

Experience

• Demonstrable experience in a customer service role that reflects the ability to address queries with patience and adequate follow-up to ensure a high degree of customer satisfaction.
• Ability to provide first-level contact and convey resolutions to customer issues, managing hardware and software troubleshooting tasks with a focus on delivering solutions promptly and efficiently.
• Ability to assist in the maintenance and monitoring of user workstations and productivity on IT systems, performing routine checks and updates to ensure high performance and security standards.
• Capacity to learn the proper use of a range of IT tools and software to diagnose and resolve problems, including remote desktop connections, diagnostic utilities, and ticketing systems.
• Effective communication skills that reflect the ability to work collaboratively across the organization to identify, resolve, or escalate technical support issues.
• Ability to document incidents and resolutions in the helpdesk ticketing system, contributing to the knowledge base to facilitate quicker resolution of future queries.
• Demonstrated ability to adapt to varying customer needs and evolving technological environments, displaying flexibility in handling a wide range of tasks and challenges.

For a complete copy of the job description - click HERE