Essential Functions and Responsibilities:
This position is responsible for providing TIER I computer support services to all agencies and entities that connect to the Information Technology Services Division (ITSD) network. Essential job duties include the following: Hardware Support - Troubleshoot and assist in the diagnosis of hardware (PC's, Monitors, Laptops, Printers, Multi Function Devices, Servers, Routers, and other peripheral equipment). Software Support - Troubleshoot and assist in reloading the functionality of various software products. Application Support - Troubleshoot and assist in the diagnosis of all computer applications (Mainframe and Web Applications. Escalate unresolved application issues to programmers and other level two support personnel as necessary. Security Account Management - Assist in the troubleshooting of and the resetting of all passwords to access various programs and applications. Assist in resolving security access issues. Communication - If a customer does not know who to contact for a particular question, the Help Desk will assist him or her to reach the appropriate person.
Job Knowledge, Skills, and Abilities:
Help Desk/End User Support, PC Hardware Support, PC Support