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Desktop Support Specialist

COUNTY OF BUCKS • Doylestown, PA • 1d ago

COUNTY OF BUCKS

JOB TITLE: Desktop Support Specialist

JOB CODE: 0744

DEPARTMENT: Information Technology

UNION: 46

FLSA STATUS: Non-Exempt

GRADE: 37

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

Hardware imaging, configuration, trouble shooting and support.

Performs installations, repairs, upgrades and maintenance on hardware and equipment.

Installs and configures, operating systems, Office, and software on site or by utilizing endpoint automation.

Installs and support network printers and copiers.

Cross-trains with and supports the Help Desk.

Logs or updates all assigned calls in ITSM software, accepting responsibility, including troubleshooting, daily follow-up inside and outside of IT until resolved.

Provides effective and efficient customer support for onsite, remote, and mobile users.

Identifies service issues throughout the IT environment. Tracks, troubleshoots, supports, resolves, or escalates hardware and software problems on user devices, servers, network, and other IT-related products.

Prepares and maintains Knowledge base articles.

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

Performs, updates, and maintains inventory records in ITSM software.

Collaborates with other Team Members in IT to identify and address on going issues or problems within the IT department.

Utilizes ServiceNow to automate IT processes related to hardware, inventory, emergency response, or software.

Participates in on-call rotation as assigned.

Other duties may be 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, plus Associate's Degree or relevant computer training.

Minimum five (5) years' prior IT experience.

Experience with ITSM software preferred (i.e. ServiceNow, Zendesk, Axios, BMC Remedy).

Preferred knowledge of Microsoft Windows and MS Office 365, Active Directory, SCCM, VPN software, reboot restore.

Must be able to function as part of a team providing a high level of quality customer service to end users.

Reporting or data analytics experience preferred.

Demonstrated ability to learn and understanding of new technology.

Helpdesk and/or Desktop certifications desirable.

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