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 two (2) years of experience supporting an IT Service Desk environment.
- An equivalent combination of education and experience may be substituted.
- An associate’s degree in information technology, computer science, or a related field is preferred.
- Certifications from hardware vendors and/or software vendors are a plus (e.g., HP, Sun, and IBM Microsoft on operating systems, desktop products, directory services, and networking).
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, Helpdesk Support is responsible for providing users with an immediate resolution to their computer problems utilizing a step-by-step process where the user is educated on what has happened and how to prevent reoccurrences. 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 immediate resolutions.
- Obtains and documents all pertinent information needed from the user.
- Troubleshoots the problem in a step-by-step process.
- Communicates with PC Communications Engineers regarding possible resolutions.
- Prepares monthly reports of the calls for the month.
- 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 a detailed description of the problem the user is experiencing.
- 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