IT Technician I

Under the general supervision of the Service Desk Supervisor, the IT Technician I provides first- and second-level technical support to County employees. The position is responsible for managing assigned service requests, incidents, and project tasks through resolution or appropriate escalation while maintaining a high level of end-user satisfaction. Duties include remote and deskside support for desktop computers, laptops, mobile devices, printers, scanners, peripherals, County-standard software, and supported vendor applications. The position also performs preventive maintenance, assists with technology deployments and asset management, provides basic technical guidance and training to non-technical staff, and maintains accurate support documentation.Troubleshoot hardware and software problems, completing repairs in a timely and efficient manner, ensuring minimal recurrence of problems. Resolve and document all assigned service requests/incidents while effectively managing end user expectation and satisfaction. Effectively use remote assistant tools, vendor knowledge bases, the county’s ticketing system and other available tools as needed to diagnose and repair end user issues within target time limits. 
Provide end users with regular communication regarding status of repairs/installs, including notification when repairs are complete; verifies with end users that repairs are satisfactorily completed. Communicate with end user appropriate advice and techniques to avoid future incidents of a similar nature as applicable. Interface extensively with end users of all levels on all application and desktop problems, escalating items as needed to senior IT personnel for root cause determination and resolution. Appropriately document all required information into the county’s ticketing system. Responsible for maintaining complete inventory of desktop hardware and software. Act as point of contact for vendor related issues; triage all end user troubles prior to escalating to vendor support. Responsible for installing and maintaining phone and data cabling infrastructure:  patch panels, cabling, data jacks, etc. Model the high level of customer service expected of all associates including responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, responding to others’ feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate.Requires a high school diploma or GED, technical degree preferred; one to two years of experience in a helpdesk or technical support environment highly desired. An equivalent combination of education and professional experience may be substituted.  Excellent oral, written and customer service skills.  Must have valid driver’s license with clean driving record.