Full-Time IT Professional II – Help Desk
Job Description
Job Summary
Clark County IT is looking for a diligent, innovative, analytical and experienced IT Professional II with a main focus of Help Desk support who views success as the ability to serve others. This hire is dedicated to providing the highest quality service to our employees and the community. We want team members to learn, grow and build a future with us. A versatile individual who is interested in helping support County operations, based on industry best practices. All of us in IT understand that our job may require us to be available 24/7 to provide the high level of customer service our customers expect. However, at Clark County we provide this support while maintaining a healthy work/life balance. We’ll support your growth and reward your commitment with training in the latest tools, extraordinary benefits and opportunities for professional advancement.
The It Professional II – Help Desk role will provide sophisticated technical support for our customers throughout Clark County. That includes installing, diagnosing, repairing, maintaining, and upgrading all organizational client computers (desktop/laptop) and peripheral equipment, while ensuring optimal workstation performance. The person will also trouble shoot problem areas (in person, remote connections or by phone) in a timely accurate fashion and provide end-user assistance where required. Supporting functions for the Help Desk team and other areas within the Client Services team. Focused primarily in Tier 1 activities.
Our department values our community’s diversity and seeks ways to promote equity and inclusion within the organization and with the public. Our department also encourages applications from candidates with knowledge, ability and experience working with a broad range of individuals and communities with diverse racial, ethnic, and socio-economic backgrounds.
This position has the option of a remote/hybrid work schedule possibility. However, the candidate selected must reside in OR or WA. No Exceptions.
Qualifications
Education and Experience:
Associate’s degree in computer science or a related field OR a minimum one or more years of experience working in an IT role. The degree must have been conferred by an institution of higher education and have National Recognition of Accrediting Agencies by the U.S. Secretary of Education, and official transcripts may be required at the time of hire.
Knowledge of current principles in PC environments and information technology systems to include: Windows 10/11 O/S; Windows networking principles; Active Directory, command line execution; productivity software application suites; Jabber, Office 365 Product Suite, MS Teams, Outlook, Visio, Project; desktop and file management principles; trouble shooting techniques; ticketing systems; asset and inventory management systems; imaging/provisioning systems; various computing devices including desktops, laptops, tablets, handhelds/mobiles; and endpoint management systems.
Establish and maintain effective working relationships with a variety of individuals and groups including customers in high stress situations.
Participate as a member of a self-directed work team and utilize the resources of other team members.
A valid motor vehicle operator’s license may be required depending on the job functions.
Employment is contingent upon passing a security background test and or finger printing. We do need to have the results of each test prior to the start of employment.
Selection Process:
Resumes and other documents must be attached together in the ‘Resume Upload’ section of the application. Multiple files are allowed, but all applicant attachments must be uploaded simultaneously, as there is no way to edit or append uploaded materials after submitting the application.
Application Review (Pass/ Fail) – An online application is required. Attaching a resume does not substitute for a completed application; incomplete applications will not pass the application review. Candidates deemed most qualified will be invited to participate in the remainder of the selection process.
Practical Exam (Pass/Fail) – This recruitment may require a practical exam which will be job related and may include, but not limited to, the qualifications outlined in the job announcement. Candidates deemed most qualified will be invited to participate in the remainder of the selection process.
Oral Interview – The interview will be job related and may include, not limited to, the qualifications outlined in the job announcement. Top candidate(s) will continue in the process.
Employment references will be conducted for the final candidates and may include verification of education.
Examples of Duties
Delivers County wide technical proficiency in the following areas:
• Resolve PC/laptop hardware/software issues, including Windows 10/11, Office product suites such as Outlook and Excel, VoIP phones, browsers such as Edge and Chrome, printers, scanners and remote connectivity via VPN.
• Provide technical assistance by phone, remote access, email and in person.
• Monitor end point security and respond to work station security issues.
• Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• Apply tools to look after user needs such as but not limited to: setting up users, resetting accounts and passwords, email setup and configuration, assigning permissions to user accounts
• Use the ticketing system to support customer issues/requests.
• Collaborate with other members of IT to ensure efficient operation of the organization’s desktop computing environment.
• Handles and updates an accurate IT equipment inventory.
• If vital, liaise with third-party support and PC equipment vendors.
• Provide excellent customer service.
• Perform other related duties as needed.
The individual should have a demonstrable understanding of:
• Superb interpersonal communication (written/verbal).
• Ability to consistently handle and follow through with multiple projects, tasks and business processes within expected timeframes.
• Highly self-motivated and directed, with keen attention to detail and accuracy.
• Able to reliably prioritize tasks in pressure situations.
• Strong customer service orientation with validated analytical and problem-solving abilities.
• Self-starter, self-motivated, work autonomously and in group/project settings
• Researching sophisticated technical issues through peer review, user groups, forums and other sources.
• Client-based Computers (PCs), attached peripherals
• Windows O/S functions and connectivity
• Office 365 Product Suite
• Client/server applications and deployment strategies
• Wired/wireless network, and networking protocols
• VOIP phone configuration, ACD and call routing
• Malware and anti-Malware tools and strategies
• Desktop environment security and standard processes including Two-Factor Authentication.
All combinations of education, experience, and training that demonstrate the above will be considered.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
Salary Grade
IT Guild.302
Salary Range
$34.96 – $48.94- per hour
For complete job announcement, application requirements, and to apply on-line (applications on external sites are not monitored), please visit our website at:
https://www.clark.wa.gov/human-resources/explore-careers-clark-county
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