JOB SUMMARY

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

MINIMUM QUALIFICATIONS

 Four (4) years of equivalent experience in a similar environment, plus three (3) certifications (see below) OR an equivalent combination of experience and education such as Associate’s degree in an Information Technology/STEM related field.  Education will not substitute for one (1) year of experience.

Preferred Certifications: ITIL Foundations, A+, MCP, MCDT, CCNA, CCDA, Network+, Networking Essentials, MCSA, MCSE, or other equivalent certifications.

Due to the nature of this position, the successful applicant must pass a required pre-employment background check and subsequent mandatory background checks in accordance with current County Human Resources policy requirements.

ESSENTIAL FUNCTIONS

• Maintains, administers, and architects deployment tools/and servers that are utilized for new system and application deployments.
• Maintains, Administers, and architects network print servers and queues.
• Maintains and administers software scans for reporting of applications, and software tracking/licensing
• Utilizes and administers LanSweeper, and Tanium for application rollouts, scans, configuration changes, and identifying how scripting should be utilized.
• Provides advanced technical assistance to Desktop Technical Support Specialist I
• Diagnoses, repairs, and installs computer related hardware and/or software systems. Manages, maintains, installs, troubleshoots and upgrades computer systems, servers, printers, point of sale systems, mobile devices and peripheral devices for performance and security related issues.
• Manages, updates and maintains network print servers, domain users and VoIP accounts
• Manages, automates, updates and backup Microsoft Deployment Servers.
• Creates deployment packages where applicable for various end user applications, utilizing deployment scripting
• Provides desktop networking connectivity (including wireless) support.
• Provides advanced assistance through the Help Desk's Technical Support Line.
• Develops, updates and maintains technical documentation
• Analyzes trends to prevent negative impact to infrastructure.
• Conducts after-action-reviews and addresses root cause 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.
• Develops new strategies and IT procedures to increase efficiency, enhance workflow and improve customer satisfaction.
• Ensures proper and reliable equipment operation, properly maintain and apply security updates to workstations and mobile devices as needed.
• Provides advanced in-house technical support for IT technicians in all Divisions of Salt Lake County.

KNOWLEDGE, SKILLS AND ABILITIES (KSA)

Knowledge of:

• Technical hardware, software, security and associate peripherals;
• Client Server desktop support, Helpdesk functions such as experience with incident ticketing and tracking systems..
• Cloud solutions and its 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.