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JOB TITLE:

Help Desk Specialist

JOB CODE:

758

DEPARTMENT:

Information Technology

UNION:

46

FLSA STATUS:

Non-Exempt

GRADE:

 


ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
:

  • Answers telephone and email requests, enters calls as initial point of contact for all IT-related issues, problems and requests.
  • Logs all calls in Helpdesk Software Package, accepting responsibility until resolved or accurately assigned.
  • Ensures proper referral for issues not immediately addressed.
  • Provides efficient and effective customer support for local, remote and mobile associates.
  • Identifies, tracks, resolves, escalates and supports hardware and software problems on PC workstations, servers, network and other IT-related products.
  • Prepares support documentation where required, reporting experience preferred.
  • Prepares and distributes written communication to user community concerning changes in system procedures or availability.
  • Provides daily and weekly statistics on Helpdesk, including active engagement with management on ticket quality and root cause analysis.
  • Ability to work in a team environment and ability to adapt quickly to a changing environment.
  • Other duties as assigned.

QUALIFICATIONS REQUIRED:

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.

  • High school diploma or equivalent is required
  • Associate’s Degree or relevant computer training certifications preferred
  • Minimum five (5) years’ prior IT experience and least one (1) year of Helpdesk experience.
  • Experience with Enterprise Service Helpdesk-Customer Relationship Management Software preferred (i.e. Service-it, Heat, Remedy, Vantive, Peregrine, etc.).
  • Prevailing operating systems and productivity suites.
  • Strong diagnosis, troubleshooting, communications and interpersonal skills.
  • Technical knowledge of PC’s, laptops, peripheral devices, and Android/iOS phones.
  • Prior knowledge of Active Directory, Configuration Manager, and Remote Desktop preferred but not required.
  • Helpdesk and Customer service certifications will be required.

Position: Help Desk Specialist

Functional Requirements

Physical Demands: (Check all that apply)

Balancing



Stooping



Pushing


Climbing


Crouching

X

Pulling


Crawling


Kneeling

X

Handling


Standing

X

Sitting

X

Talking

X

Turning


Reaching

X

Hearing

X

Seeing

X

Color Vision

X

Depth Perception


Mobility

X


Lifting: (Check one)

Carrying: (Check one)


A) Light

(20-25 lbs)



A) Light

(10-25 lbs)

X

B) Medium

(25-50 lbs)

X

B) Medium

(25-50 lbs)


C) Heavy

(50-100 lbs)


C) Heavy

(50-100 lbs)


D) Very Heavy

(over 100 lbs)


D) Very Heavy

(over 100 lbs)

Aptitudes: (Check all that apply)

Form perception



Problem solving

X

Motor coordination


Working speed (ex.wpm)


Finger dexterity

X

Manual dexterity


Computer/VDT ability

X

General learning ability

X

Clerical perception



Environmental Conditions: (Check all that apply)

Extreme cold



Extreme heat


Temperature changes


Wet conditions


Humid conditions


Exposure to fumes


Exposure to blood and body fluids


Noise and vibration


Exposure to chemicals


Poor ventilation


Inclement weather conditions;

Inside/outside weather conditions



Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

CLICK HERE TO APPLY NOW

Human Resources - Bucks County Courthouse Complex
50 North Main Street Doylestown, PA 18901
Monday through Friday 8:00 am to 5:00 pm
Phone: 215-348-6546

Neshaminy Manor
1660 Easton Road Warrington, PA. 18976
Monday through Friday 8:30 am to 4:30 pm
Phone: 215-345-3205

The County of Bucks is an Equal Opportunity Employer and has an EEO Utilization Report that is available through the Human Resources office or online.  Click Here for the Bucks County EEO Utilization Report.