Service Desk Specialist lll

Job Description:
JOB SUMMARY

 

Provides advanced desktop support for the Salt Lake County users at local and remote sites. Responds to trouble calls, performs day-to-day helpdesk operations duties, and provides technical support to county staff as needed.

 

MINIMUM QUALIFICATIONS

 

 Four (4) years of equivalent experience in a similar environment, plus three (3) certifications (see below) OR an equivalent combination of experience and education such as Associate’s degree in an Information Technology/STEM related field.  Education will not substitute for one (1) year of experience.

 

Preferred Certifications: ITIL Foundations, A+, MCP, MCDT, CCNA, CCDA, Network+, Networking Essentials, MCSA, MCSE, or other equivalent certifications.

 

Due to the nature of this position, the successful applicant must pass a required pre-employment background check and subsequent mandatory background checks in accordance with current County Human Resources policy requirements.

 

ESSENTIAL FUNCTIONS

Maintains, administers, and architects deployment tools/and servers that are utilized for new system and application deployments.

Maintains, Administers, and architects network print servers and queues.

Maintains and administers software scans for reporting of applications, and software tracking/licensing

Utilizes and administers LanSweeper, and Tanium for application rollouts, scans, configuration changes, and identifying how scripting should be utilized.

Provides advanced technical assistance to Desktop Technical Support Specialist I

Diagnoses, repairs, and installs computer related hardware and/or software systems. Manages, maintains, installs, troubleshoots and upgrades computer systems, servers, printers, point of sale systems, mobile devices and peripheral devices for performance and security related issues.

Manages, updates and maintains network print servers, domain users and VoIP accounts

Manages, automates, updates and backup Microsoft Deployment Servers.

Creates deployment packages where applicable for various end user applications, utilizing deployment scripting

Provides desktop networking connectivity (including wireless) support.

Provides advanced assistance through the Help Desk's Technical Support Line.

Develops, updates and maintains technical documentation

Analyzes trends to prevent negative impact to infrastructure.

Conducts after-action-reviews and addresses root cause and records resolution findings.

Coordinates activities with network services, security, application and infrastructure groups.

Evaluates vendor-supplied software. Assists management and customers in making appropriate decisions regarding needed hardware sizing, configuration, etc.

Configures operating systems to support applications.

Develops new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction.

Ensures proper and reliable equipment operation, properly maintain and apply security updates to workstations and mobile devices as needed.

Provides advanced in-house technical support for IT technicians in all Divisions of Salt Lake County.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

 

Knowledge of:

Technical hardware, software, security and associate peripherals;

Client Server desktop support, Helpdesk functions such as experience with incident ticketing and tracking systems..

Cloud solutions and its impact on end-users.

Skills and Abilities to:

Communicate effectively both verbally and in writing,

Solve complex problems; effectively apply general principles to specific conditions.

Facilitate projects and meetings as assigned.

Analyze business and technical processes and determine ways of making them more efficient.

Remain calm under stress and quickly adjust, evolve and multi-task between several competing priorities at once.

Maintain confidentiality and professionalism.