COUNTY OF BUCKS

JOB TITLE: Help Desk Specialist

JOB CODE: 0758

DEPARTMENT: Information Technology

UNION: 46

FLSA STATUS: Non-Exempt

GRADE: 34

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Answers telephone and email requests, enters calls as initial point of contact for all IT-related issues, problems and requests.

Logs all calls in Helpdesk Software Package, accepting responsibility until resolved or accurately assigned.

Ensures proper referral for issues not immediately addressed.

Provides efficient and effective customer support for local, remote and mobile associates.

Identifies, tracks, resolves, escalates and supports hardware and software problems on PC workstations, servers, network and other IT-related products.

Prepares support documentation where required, reporting experience preferred.

Prepares and distributes written communication to user community concerning changes in system procedures or availability.

Provides daily and weekly statistics on Helpdesk, including active engagement with management on ticket quality and root cause analysis.

Ability to work in a team environment and ability to adapt quickly to a changing environment.

Other duties as assigned.

QUALIFICATIONS REQUIRED:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High school diploma or equivalent is required

Associate's Degree or relevant computer training certifications preferred

Minimum five (5) years' prior IT experience and least one (1) year of Helpdesk experience.

Experience with Enterprise Service Helpdesk-Customer Relationship Management Software preferred (i.e. Service-it, Heat, Remedy, Vantive, Peregrine, etc.).

Prevailing operating systems and productivity suites.

Strong diagnosis, troubleshooting, communications and interpersonal skills.

Technical knowledge of PC's, laptops, peripheral devices, and Android/iOS phones.

Prior knowledge of Active Directory, Configuration Manager, and Remote Desktop preferred but not required.

Helpdesk and Customer service certifications will be required.

COUNTY OF BUCKS

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