Desktop Support Technician III

KNOWLEDGE, ABILITIES AND SKILLS NEEDED TO PERFORM THE ESSENTIAL JOB FUNCTIONS OF THE POSITION:

Knowledge:

• Excellent knowledge of desktops, laptops, tablets, printers, servers, and network hardware, operating characteristics and limitations.
• Knowledge of Information Technology design, techniques, methodology, operating system & Network system software, system administration, analysis and problem determination.
• Knowledge of current developments in Information systems technology to include operating systems and standards.

Abilities:

• Ability to work effectively with customers, internal staff, management, and external contractors, vendors, or suppliers.
• Proven analytical and problem-solving abilities.
• Ability to analyze customer's needs and formulate business requirements and summarize the information technology solution in non-technical terms.
• Ability to present oral and written reports clearly and concisely.
• Ability to work with the customers on the installation/implementation of hardware and applications software.
• Ability to analyze complex technical problems and determine the resolution.
• Logical thinking with strong interpersonal skills and good command of the English language.

ESSENTIAL JOB FUNCTION:

• Provide on-site and remote technical support to include personal computer, laptop, tablet, and printer system hardware and software set up and installation, network operations connectivity and administration, application software support & training, maintenance, problem determination and resolution, server support, and primary customer coordination.
• Resolve reported problems in an orderly and expedient manner.
• Plan activities to accomplish the workload effectively.
• Analyze customer needs and formulate into requirements for the development of proposed information technology solutions.
• Plan, design and recommend solutions to address the customer's requirements including software, hardware, network communications/Internet access, training and interfaces to other applications.
• Setup AV equipment and provide technical support of meetings as required.
• Perform complex problem solving and provide assistance on diverse software applications and hardware systems.
• Perform asset tracking, parts and inventory control, IT equipment purchasing and return merchandise authorizations.
• Perform assigned duties under the general supervision of the IT Help Desk Supervisor

EMERGENCY MANAGEMENT RESPONSIBILITIES: During emergency conditions, all County employees are automatically considered emergency service workers. County employees are subject to being called to work in the event of a disaster, such as a hurricane, or other emergency situation and are expected to perform emergency service duties, as assigned.

ESSENTIAL PHYSICAL SKILLS: Use of both hands and fingers with dexterity. May be called upon to lift objects greater than 30 pounds. Occasional walking and standing. Vision must be good enough to be able to read instruction manuals. Must have good command of English language and be able to hear normal telephone conversations.

ENVIRONMENTAL CONDITION REQUIREMENTS: Constant work inside the office in a sedentary posture. Occasional outdoor work at remote offices and outdoor work sites when visiting County departments.

WORK HAZARDS: Use of computer equipment monitors which may have an effect on vision.

SAFETY EQUIPMENT USED OR NEEDED: None

Pay Grade 21

Driving Position - Operating County vehicles and/or equipment is a primary function of this position.