Service Desk Specialist III

$51,564.00 - $77,346.00 *DOE

+$1 per hour worked in environmental Pay

*All job-related experience must be included on the resume portion for it to be considered in the salary offer.

For Benefits information click HERE

JOB SUMMARY

Provides advanced desktop support for 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 an 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 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.

ESSENTIAL FUNCTIONS

The following duties and responsibilities are intended to be representative of the work performed by the incumbent(s) in this position and are not all-inclusive. The omission of specific duties and responsibilities will not preclude it from the position.

Applicants must be prepared to demonstrate the ability to perform the essential functions of the job with or without a reasonable accommodation.

• 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 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 Specialists 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 on infrastructure.
• Conducts after-action reviews, 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.
• Develops new strategies and IT procedures to increase efficiency, enhance workflow, and improve customer satisfaction.
• Ensures proper and reliable equipment operation, properly maintains and applies 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 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 multitask 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.

IMPORTANT INFORMATION REGARDING THIS POSITION

Be available 24/7 as needed to support the IT organization and County business needs.

This position works in the Salt Lake County Jail (which is a locked down facility), has direct contact with prisoners, and may be exposed to stress because of human behavior in a jail environment.