Job Description:

JOB SUMMARY

Provides desktop support for Salt Lake County users at local and remote sites. Responds to trouble calls, performs day-to-day service desk operations duties, and provides technical support to county staff as needed.

MINIMUM QUALIFICATIONS

Three (3) years of related experience OR an equivalent combination of education and experience.

EDUCATION WILL NOT SUBSTITUTE FOR ONE (1) YEAR OF EXPERIENCE.

Preferred certifications: ITIL Foundations, A+, MCP, MCDT, CCNA, CCDA, Network+, Networking Essentials, MCSA, or other equivalent certifications.
Due to the nature of this position, the successful applicant must pass a required background check through fingerprinting and enrollment in the continuous RAP Back (Record of Arrest and Prosecution Back) program in accordance with current County Human Resources policy requirements.

KNOWLEDGE OF:

• Technical hardware, software, security, and associate peripherals
• Client Server desktop support
• Service desk functions such as incident ticketing and tracking systems, Cloud solutions, and their impact on end-users

SKILLS AND ABILITIES TO:

• Communicate effectively, both verbally and in writing
• Solve complex problems; effectively apply general principles to specific conditions
• Facilitate projects and meetings as assigned
• Analyze business and technical processes and determine ways of making them more efficient
• Remain calm under stress and quickly adjust, evolve, and multi-task between several competing priorities at once.
• Maintain confidentiality and professionalism

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Work duties are typically performed in a general office setting.

• Diagnoses, repairs, and installs computer-related hardware and/or software systems.
• Utilizes, maintains, installs, troubleshoots, upgrades, and networks computer systems, servers, printers, point of sale systems, mobile devices, and peripheral devices for performance and security-related issues as needed.
• Utilizes deployment packages where applicable for various end-user applications.
• Provides desktop networking connectivity (including wireless) support.
• Develops updates and maintains technical documentation.
• Analyzes trends to prevent negative impact on infrastructure.
• Conducts after-action reviews and addresses root causes, and records resolution findings.
• Coordinates activities with network services, security, application, and infrastructure groups.
• Evaluates vendor-supplied software.
• Assists management and customers in making appropriate decisions regarding needed hardware sizing, configuration, etc.
• Configures operating systems to support applications.