Job Information
DONA ANA COUNTY Service Desk Technician- IT in Las Cruces, New Mexico
Service Desk Technician- IT Location: Doa Ana County (DAC)
time type : Full time
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posted on : Posted Yesterday
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time left to apply : End Date: November 9, 2024 (14 days left to apply)
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job requisition id : R-1000195
NOTICE TO APPLICANT
The position will close on 11/09/2024 at 12:00AM MST.
You must ensure your application reflects the correct and current information for your work experience, hours worked per week per position, education, personal information, etc.
Only the information provided on this application is evaluated when determining compensation.
* This is a temporary position*
Job Description
PURPOSE SUMMARY. Under general supervision, acts as the central point of contact for technical assistance requests by receiving and tracking IT service requests, coordinating resolution response between internal IT department sections and requesting parties and, where possible, resolves issues immediately over the phone or chat system using remote management tools. Reports on service requests and other departmental key performance measures. Maintains and tracks the departmental project list.
ESSENTIAL DUTIES.
- Coordinate and directly participate in providing technology support services to staff.
Respond to questions from callers and walk-ins; Review information provided on new service requests and gather additional information as necessary to assist in determining what the issue is; remotely assist staff with technology problems. Direct calls to appropriate IT staff or sections as needed.
Receive, resolve and oversee trouble reports and service requests.
Ensure timely issue resolution.
Be present and visible in the service desk area and available to users requiring technical assistance.
Follow standard service desk operating procedures; accurately log all Service Desk contacts using tracking software.
Create or participate in the creation of demonstration/training videos, process documentation and knowledge base articles for end users and IT department staff.
- Manage escalation procedures.
Track work requests passed to other sections of the IT department.
Act as the central point of communication between end users and the IT department in the management of service requests.
Communicate status of work, incidents and problems to end users. Ensure all parties needing information on an issue are kept informed.
Post information regarding service outages to any web portals maintained by IT for service requests, knowledge bases, etc.
- Analyze IT service performance and provide information necessary to proactively address service trends.
Create and provide reports on service performance, including Service Level Agreement (SLA) performance, Operational Level Agreement (OLA) performance, Underpinning Contract (UC) performance and Problem resolution.
Identify Problems (as defined by ITIL) and roll up Incident service requests under Problem resolution requests.
- Learn fundamental operations of commonly used software, hardware and other equipment
Have knowledge of all computer policies.
Become familiar with available help resources.
Stay updated on technology.
Have knowledge of county-wide software systems, network printers, scanners and other equipment commonly used in the county. Maintain knowledge of how these systems are configured to operate in the county environment.
Become familiar with county IT policies, services and staff.
- Act as a backup to the IT Administrative Assistant as needed.
Process receiving.
Handle incoming departmental phone calls.
Create and manage administrative paperwork.
Greets and directs visitors.
ADDITIONAL DUTIES. Other duties may be assigned.
QUALIFICATIONS.
A. Education. High School Diploma or equivalent.
B. Experience. One (1) year of full-time customer service experience related to computer support.
C. Education/Experience substitution. In accordance with County policy.
D. Licenses/Certifications. N/A
E. Other (e.g., post-offer medical exam, polygraph, background check, drivers license record, etc.). NCIC and background check
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION:
Must have knowledge of personal computer hardware and software; telephone systems and office procedures; methods used to diagnose problems with technical systems such as computer software, computer hardware and telephony systems; and general office procedures.
Must have the skills to accurately identify and evaluate computer hardware and software needs and requirements; read and interpret reference manuals; and problem-solve.
Must have ability to operate standard computer equipment including word processor and multi-line telephone system; learn software systems; troubleshoot issues; make critical judgments concerning operations that affect computer systems, software and county data files; utilize necessary computer applications; communicate effectively in oral and in written form; and establish and maintain professional, effective and cooperative working relationships with others
Compensation Range
$16.73 - $26.76
Doa Ana County is an Equal Employment Opportunity Employer. It is our policy to abide by all federal and state laws prohibiting employment discrimination on the basis of a persons race, color, religion, age, national origin, sex, disability, serious medical condition, genetic information, ancestry, spousal affiliation, gender identity, sexual orientation or any other unlawful criteria, except where a reasonable Bona Fide Occupational Qualification exists.
Doa Ana County will make reasonable accommodation(s) for the known physical or mental limitations of an applicant with a disability, upon request, unless the accommodation(s) would cause an undue hardship on the operation of the County. Please seehttp://www.donaanacounty.org/ada/for our Public Notice and to get the Testing/Interview Accommodation Request Form or call 575-647-7210 for assistance.
Why work here?
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
About Us
We value each individual and the unique skills and background he or she brings to our community. We offer a wide variety of career opportunities and encourage you to explore your true potential in an environment that fosters professional and personal growth.
Our work experience is the combination of everything that is unique about us: our culture, our core values, our commitment to sustainability, our recognition programs, but most importantly, it is our people. Our employees are self-disciplined, hard working, curious, trustworthy, humble and truthful.
Sound like your kind of place? If so, we invite you to explore our many exciting careers!