Salary:
$21.218- $25.7064 per hour
How to Apply:
Applications are submitted online until the position is filled and/or the posting is closed. After reviewing this job announcement, please click on the link at the bottom of the page to apply online. A resume is required with the application. Further instructions on submission of documents are available in the online application. A resume may not be substituted for an application.
Minimum Requirements:
- High School Diploma or equivalent AND four (4) years of experience in tier one remote troubleshooting, supporting an IT Service Desk environment.
- An Associate’s Degree in Information Technology, Computer Science, or a related field is preferred.
- Certifications from hardware and/or software vendors are a plus (e.g., HP, Dell, and Microsoft on operating systems, desktop products, directory services, and networking, etc.).
- An equivalent combination of education and experience may be substituted.
It is the policy of Allegheny County that in order to receive a final offer of employment, candidates must successfully pass a background check, which includes verification of Allegheny County Real Estate Tax status.
Position Summary:
Under the supervision of the Service Delivery Manager, the incumbent in the Helpdesk Support position and function is responsible for providing users with an immediate resolution to their computer problems utilizing a step-by-step process to educate the user on problems and solutions. For resolutions that cannot be completed over the telephone, the incumbent is responsible for writing a Work Order/Problem Report and submitting it to the appropriate support personnel.
Overview:
Duties:
- Provides users with expedient first contact resolution.
- Obtains and documents all pertinent information needed from the user.
- Troubleshoots the problem in a step-by-step process.
- Communicates with PC Communications Engineers , 2nd tier support, regarding possible resolutions.
- Updates the department’s knowledge base as needed.
- Identifies potential improvements and recommends changes to streamline the procedure of resolving problems.
- Performs other related duties as requested or assigned.
Knowledge, Skills, and Abilities
Knowledge of:
- Networking protocols and connectivity.
- Basic computer software.
Skill in:
- Microsoft desktop products, including the Windows operating system and the Microsoft Office suite.
Ability to:
- Troubleshoot problems by obtaining all pertinent information.
- Provide and interpret technical language to the user regarding problems.
- Work on projects that have a tight time frame and may require extra hours and weekend work to complete.
- Excellent communication and listening skills to provide support to users over the telephone and via email.
Residency:
Allegheny County within 1 year.
Veterans' Preference:
Will be awarded to eligible candidates.
AN EQUAL OPPORTUNITY EMPLOYER - M/F/V/D