Summary The Desktop Support Specialist is responsible for providing end-user technical support for desktops, thin clients, client-server applications, printing, smartphones and VOIP phones. Shares help desk and clerical functions with the other Desktop Support Specialist and performs related duties as required.

Essential Duties and Responsibilities include the following. Other duties may be assigned

Monitors application, PC and server performance. Escalating as needed.

Creates and tracks help desk tickets, logging time and details of repair.

Images and deploys desktop computers using provided County standard image.

Maintains license and warranty information for County IT property as well as keep an accurate departmental inventory listing of equipment.

Shares help desk duties with the other Desktop Support Specialist.

Provides level one support for desktops, thin clients, client-server applications, printing, smartphones and VOIP phones.

Performs and verifies network backups and restores.

Assists in system and network upgrades involving both hardware and software.

Prepares and maintains system documentation. Creates documentation for end users as needed.

Performs preventive maintenance on PCs and network software; arranges for vendor-maintained services as required.

Trains staff and users in equipment and system operations.

Participates in on-call rotation during off work hours.

Performs related work as required.

It is unlikely that an employee will perform all the duties listed on a regular basis, nor is the list exhaustive in the sense it covers all the duties an employee may be required to perform. The examples are merely indicative, not restrictive.

Supervisory Responsibilities
This job has no supervisory responsibilities.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience
An Associate Degree as a Computer Support Specialist or related area and a minimum of one (1) to two (2) years of experience; or an equivalent combination of experience and training.

Language Skills
Ability to read and comprehend simple instructions, short correspondence, memos, safety rules, operating and maintenance instructions and procedure manuals. Ability to write clear reports and correspondence. Ability to effectively present information in one-on-one and small group situations to employees of the County.
Ability to use and interpret computer terminology.

Mathematical Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to interpret bar graphs. Ability to apply concepts of basic algebra; and to classify, compare, compute, tabulate, categorize, differentiate, measure and/or sort data.

Reasoning Ability
Ability to apply commonsense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills
To perform this job successfully, an individual should have good knowledge of computer hardware, software and peripheral devices.

The individual should also have experience working with server and application virtualization software.

Configure and deploy network printers.

Backup and disaster recovery software and configurations.

Strong knowledge of Microsoft Windows 7 and Windows 10 operating systems.

Ability to install and troubleshoot Microsoft Office 2010 and 2016.

Experience with Active Directory. Mainly adding and removing users and updating user/group security.

Ability to learn the operation of the County computer system; diagnose hardware/software problems and take corrective action; and operate and monitor hardware devices.

Preferred Certificates, Licenses, Registrations
CompTIA A+

CompTIA Network+

Other Skills and Abilities
Ability to train users; establish and maintain effective public and working relationships; work independently; and maintain confidentiality.

Ability to learn department programs, operations and policy with respect to general functions performed.

Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel objects, tools, keyboards, or controls; reach with hands and arms; and talk or hear. The employee is frequently required bend, stoop, lift, and move computer equipment. The employee is occasionally required to stand, kneel and crouch. The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 30 pounds, and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus.

Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually quiet. Tasks may risk exposure to adverse environmental conditions, such as dirt, dust and electrical currents.