IT Service Desk Technician I

Position Summary & Duties Responsible

DEFINITION
Class specifications are intended to present a descriptive list of the range of duties performed by employees in this classification. Specifications are not intended to reflect all duties performed within the job.

Under immediate supervision, performs a variety of technical duties pertaining to customer support for routine user computer, network and hardware/software issues; serves as a first-level responder for computer hardware/software and telecommunication issues; troubleshoots and repairs system problems and provides technical assistance to customers; monitors, installs, configures and upgrades hardware, software and peripherals; trains users in personal computer hardware/software; and perform other related duties as assigned.

DISTINGUISHING CHARACTERISTICS
This is the entry-level classification in the Information Technology Technician series. Incumbents report to an information technology supervisor or manager. Positions in this classification typically require little directly related work experience and are distinguished from the Information Technology Technician II by the performance of less than the full range of duties assigned to the journey level of the series. Incumbents work initially under close supervision while learning job tasks, progressing to general supervision as the procedures and processes of the assigned areas of responsibilities are learned.

EXAMPLES OF DUTIES

• Provides first level response to requests for assistance and assists staff with desktop computer, peripheral, telecommunication, audio visual and related technology problems; utilizes and updates system maintenance logs and other tools to prepare trouble tickets and to track and respond to service requests; verifies the location of the problem by eliciting information from end users regarding the nature of the issue; determines severity of problem and either resolves or refers to higher-level information technology staff.
• Conducts an on-site assessment of problems; investigates, troubleshoots, evaluates and resolves a variety of routine computer hardware, software, telecommunications, audio visual and peripheral equipment problems; determines whether a problem needs to be escalated to a higher level staff member.
• Performs basic installation, operation and maintenance of computers and peripheral equipment; monitors routine system parameters such as response time and general performance; tests and sets up basic hardware and software configurations; performs basic maintenance and repair on system components.
• Performs routine system backups, upgrades and/or other hardware/software support activities; connects computers to printers, scanners, PDA's and other peripheral equipment; loads software.
• Performs routine system support duties such as monitoring or adding users/devices, modifying user profiles, re-setting passwords and performing regular file maintenance; sets up basic user access permissions consistent with the County's policies and procedures; documents all changes and revisions.
• May train audio visual and desktop users regarding routine technical processes.
• Provides information on basic system and application functions; explains user access rights.
• Informs management of existing or potential production problems; maintains problem logs; communicates with higher-level staff regarding documentation, testing and scheduling concerns; communicates production or testing problems to user departments and keeps them apprised of schedule changes.
• Receives and responds to customer requests; maintains user accounts and access levels for assigned computer systems.
• Conducts routine system and database backups.
• Provides after hours technology support as assigned.
• Perform other job related duties as required or assigned.

Minimum Qualifications

High School diploma or GED plus one (1) year of experience in installing, configuring, testing, troubleshooting and repairing client computing devices, software, telecommunications and/or audio visual equipment; OR any related combination of education from an accredited college or university or related experience in this occupation totaling one (1) year may substitute for the required education and experience and may be interchangeable on a year for year basis.

Supplemental Information

KNOWLEDGE, SKILLS AND ABILITIES (KSA'S)

• Operations, services, concepts, terms and activities common to a comprehensive, state of-the-art information technology program.
• Concepts of first and second level response operations.
• Principles and practices of effective customer service.
• Basic operational characteristics of local and wide area network systems.
• Basic operational characteristics of communication systems, equipment and devices.
• Basic operational characteristics of information technology, including computer hardware and software components similar to those being used by Bernalillo County.
• Basic operations, services and activities of a data center or server room.
• Basic methods and techniques of troubleshooting desktop computer and communications system hardware and software problems.
• Learn and utilize specialized terminology if needed by the specific assignment.
• Learn and work with new and emerging technologies.
• Learn to operate, maintain and perform routine repairs on hardware, software and peripheral equipment.
• Install, maintain, troubleshoot, repair and modify a variety communications and electronic equipment and systems.
• Read, understand and apply technical information pertaining to computer systems.
• Adapt quickly to changes in policies, procedures, assignments and work locations.
• Troubleshoot routine hardware and software issues and make minor repairs/adjustments.
• Work collaboratively in a group environment, across multiple divisions.
• Follow-up and track assignment progress.
• Adhere to policies and procedures.
• Communicate effectively, both verbally and in writing.
• Establish and maintain effective working relationships with those encountered during the course of the work.

ADDITIONAL REQUIREMENTS

• Employee must successfully complete the post-offer employment medical examination and background investigation.
• Employee must comply with the safety guidelines of the County.
• Employee must complete required FEMA training(s) as assigned to position.
• Employee must have a valid New Mexico driver's license by employment date and maintain a valid NM driver's license while employed in this position.

Other

COUNTY OF BERNALILLO IS AN EQUAL OPPORTUNITY EMPLOYER

Health Benefits:
Medical
Dental
Vision
Supplemental: Life Insurance
Aflac
Deferred Compensation
Pre-Paid Legal
Flexible Spending Account
Long/Short Term Disability
Fringe Benefits: Retirement Plan
Holiday Leave
Personal Holiday Leave
Annual Leave
Sick Leave
Employee Assistance Plan

For additional benefit information go to: https://www.bernco.gov/human-resources/for-bernco-employees/benefits-wellness/