Pottawattamie County, IA
Help Desk Technician I, II
Pottawattamie County, IA, Council Bluffs, Iowa, us, 51502
Salary:
$25.10 - $37.63 Hourly
Location :
Council Bluffs, IA
Job Type:
Full-time
Job Number:
2024-0078
Department:
Information Technology
Opening Date:
11/15/2024
Closing Date:
11/25/2024 11:59 PM Central
ANNOUNCEMENT & PURPOSE OF POSITION
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.
ClassificationsThere 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-$32.94Help 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 deductible100% employer paid long-term disability coveragepremium free single dental coveragegenerous paid time off; sick leave and vacation leaveIPERS 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
hereESSENTIAL FUNCTIONS
Help Desk Technician I, IITroubleshoots, resolves, and documents problems with IT-supported systemsConfigures, installs, tests, and supports client hardware and softwareResponds to tickets, customer inquiries, and other requests in a timely mannerAnswers and responds to hotline callsEnters tickets and escalates matters according to IT policiesProvides excellent and courteous customer service at all timesServes as primary technical support contact for IT customersTakes personal responsibility for assigned tickets until closed or referred to a third partyProvides 24/7 support to IT customers according to IT policies for after-hours contactTracks and documents recurring problems; recommends corrective action to supervisorMakes recommendations on equipment, maintenance, training, etc.Supports Network Administrators and other Help Desk personnelUpdates content on IT-serviced websitesEnters and maintains data in IT inventory systemsPerforms basic maintenance of network connectionsWorks with vendors and acts as liaison between customer and vendor according to IT policiesProvides system and software account supportFollows all documented IT policies and proceduresKeeps IT spaces clutter-freePerforms other duties as directedHelp Desk Technician IIProvisions VPN access and troubleshoots connectivityProvisions Active Directory accounts and Exchange mailboxesPerforms moves, adds, and changes for telephone system usersProvides support and assistance with the Microsoft Office suiteAssists customers with selecting and purchasing technology productsESSENTIAL 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 IEducation: 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:
Must obtain, within six (6) months of hire date, and maintain CompTIA A+ certificationMust obtain, within six (6) months of hire date, and maintain IOWA/NCIC certificationExperience: None required; entry-level positionComputer Skills:
Knowledge of or experience with Microsoft Office and Microsoft WindowsKnowledge or experience troubleshooting and maintaining PC hardwareKnowledge of or experience with Windows networkingTyping Proficiency: 25+ Words per MinuteMust possess and maintain a valid driver's license for duration of employment
Help Desk Technician IIEducation: Associate's Degree or equivalent experienceCertification:
Must possess and maintain CompTIA A+ or equivalent certificationMust obtain, within six (6) months, and maintain IOWA / NCIC certificationExperience: Two (2) years minimum performing IT support or related workComputer Skills:
Knowledge of and experience with Microsoft Office, Microsoft Windows, and County-specific applications (e.g., Tax, Real Estate, Payroll, Public Safety, etc.)Knowledge of and experience with troubleshooting and assembly of PC hardwareKnowledge of and experience with Windows networkingComfortable using the Windows command promptTyping Proficiency: 25+ Words per MinuteMust possess and maintain a valid driver's license for duration of employment
Pottawattamie County provides a wide range of employee benefits to support health and well-being, and work/life balance. Benefits can vary depending on collective bargaining agreements. Pottawattamie County's competitive benefit package includes:
Health, Dental, Life & Long Term Disability InsuranceVoluntary Vision PlanIowa Public Employee's Retirement System (IPERS)Paid vacation days11 paid holidaysPaid sick leaveWorker's CompensationEmployee Assistance Program
$25.10 - $37.63 Hourly
Location :
Council Bluffs, IA
Job Type:
Full-time
Job Number:
2024-0078
Department:
Information Technology
Opening Date:
11/15/2024
Closing Date:
11/25/2024 11:59 PM Central
ANNOUNCEMENT & PURPOSE OF POSITION
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.
ClassificationsThere 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-$32.94Help 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 deductible100% employer paid long-term disability coveragepremium free single dental coveragegenerous paid time off; sick leave and vacation leaveIPERS 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
hereESSENTIAL FUNCTIONS
Help Desk Technician I, IITroubleshoots, resolves, and documents problems with IT-supported systemsConfigures, installs, tests, and supports client hardware and softwareResponds to tickets, customer inquiries, and other requests in a timely mannerAnswers and responds to hotline callsEnters tickets and escalates matters according to IT policiesProvides excellent and courteous customer service at all timesServes as primary technical support contact for IT customersTakes personal responsibility for assigned tickets until closed or referred to a third partyProvides 24/7 support to IT customers according to IT policies for after-hours contactTracks and documents recurring problems; recommends corrective action to supervisorMakes recommendations on equipment, maintenance, training, etc.Supports Network Administrators and other Help Desk personnelUpdates content on IT-serviced websitesEnters and maintains data in IT inventory systemsPerforms basic maintenance of network connectionsWorks with vendors and acts as liaison between customer and vendor according to IT policiesProvides system and software account supportFollows all documented IT policies and proceduresKeeps IT spaces clutter-freePerforms other duties as directedHelp Desk Technician IIProvisions VPN access and troubleshoots connectivityProvisions Active Directory accounts and Exchange mailboxesPerforms moves, adds, and changes for telephone system usersProvides support and assistance with the Microsoft Office suiteAssists customers with selecting and purchasing technology productsESSENTIAL 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 IEducation: 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:
Must obtain, within six (6) months of hire date, and maintain CompTIA A+ certificationMust obtain, within six (6) months of hire date, and maintain IOWA/NCIC certificationExperience: None required; entry-level positionComputer Skills:
Knowledge of or experience with Microsoft Office and Microsoft WindowsKnowledge or experience troubleshooting and maintaining PC hardwareKnowledge of or experience with Windows networkingTyping Proficiency: 25+ Words per MinuteMust possess and maintain a valid driver's license for duration of employment
Help Desk Technician IIEducation: Associate's Degree or equivalent experienceCertification:
Must possess and maintain CompTIA A+ or equivalent certificationMust obtain, within six (6) months, and maintain IOWA / NCIC certificationExperience: Two (2) years minimum performing IT support or related workComputer Skills:
Knowledge of and experience with Microsoft Office, Microsoft Windows, and County-specific applications (e.g., Tax, Real Estate, Payroll, Public Safety, etc.)Knowledge of and experience with troubleshooting and assembly of PC hardwareKnowledge of and experience with Windows networkingComfortable using the Windows command promptTyping Proficiency: 25+ Words per MinuteMust possess and maintain a valid driver's license for duration of employment
Pottawattamie County provides a wide range of employee benefits to support health and well-being, and work/life balance. Benefits can vary depending on collective bargaining agreements. Pottawattamie County's competitive benefit package includes:
Health, Dental, Life & Long Term Disability InsuranceVoluntary Vision PlanIowa Public Employee's Retirement System (IPERS)Paid vacation days11 paid holidaysPaid sick leaveWorker's CompensationEmployee Assistance Program