Posted: Nov 16, 2018
EXAMPLES OF DUTIES
1. Provides help desk assistance to customers pertaining to desktop computer, peripheral
and related technology; responds to requests for help over the phone, remotely and/or in
person; receives and logs requests for assistance from end users; utilizes and updates
system maintenance logs and other tools to prepare trouble tickets and to track and
respond to service requests; verifies the location of the problem by eliciting information
from end users regarding the nature of the issue; determines severity of problem and
either resolves or refers to higher-level information technology staff.
2. Conducts an on-site assessment of problems; investigates, troubleshoots, evaluates and
resolves a variety of routine computer hardware, software and peripheral equipment
problems; determines whether a problem needs to be escalated to a higher level staff
3. Performs a variety of technical support work pertaining to the basic operation and
maintenance of computers and peripheral equipment for an information technology unit
or division; monitors routine system parameters such as response time and general
performance; tests and sets up basic hardware and software configurations; performs
basic maintenance and repair on system components.
4. Performs routine upgrades and/or other hardware/software support
activities; connects computers to printers, scanners, PDA's and other peripheral
equipment; loads software.
5. Performs routine system support duties such as monitoring or adding users/devices,
modifying user profiles, re-setting passwords and performing regular file maintenance;
sets up basic user access permissions consistent with County policies and procedures;
documents all changes and revisions.
6. May conduct online, group and/or one-on-one training sessions with desktop users
regarding routine technical processes; provides information on basic system and
application functions; explains user access rights.
7. May assist higher-level information technology staff in the acquisition and distribution of
computer hardware and software solutions; may contact vendors and research/gather
8. Helps coordinate equipment repairs with external vendors by contacting vendors and
arranging to have parts purchased/shipped as needed; arranges for vendors to perform
9. Prepares technical reports, correspondence and other documents; provides general
administrative support that may include maintaining records; participates on committees
and task forces; attends meetings, conferences and training sessions; may serve on
10. Performs other related duties as assigned.
Operations, services, concepts, terms and activities common to a comprehensive, stateof-
the-art information technology program.
Computer hardware and software components similar to those being used by the hiring
Basic operational characteristics of local and wide area network systems.
Basic operational characteristics of communication systems, equipment and devices.
Tools and test equipment used in the installation, maintenance and repair of desktop
Methods and techniques of troubleshooting desktop computer system hardware and
Basic principles and practices of technical-level system administration.
Principles and practices of customer service.
Methods and techniques of developing and presenting technical documentation and
Operate, maintain and perform routine repairs on information technology equipment and
software similar to that being used by the hiring department.
Troubleshoot a variety of routine desktop hardware and software issues and respond
appropriately to customer service requests.
Test and repair electronic equipment using appropriate tools.
Communicate technical information to a wide variety of users.
Assist in planning and evaluating new systems and equipment.
Plan, organize, prioritize and process work to ensure that deadlines are met.
Learn and utilize specialized terminology if needed by the specific assignment.
Read, understand and apply technical information pertaining to computer and network
Adapt quickly to changes in policies, procedures, assignments and work locations.
Communicate effectively, both verbally and in writing.
Establish and maintain effective working relationships with those encountered during the
course of the work.