IT Support Specialist III - Service Desk

About the role

At Jefferson County (Jeffco) Business Innovation & Technology (BIT) we are shaping the role technology plays in government. We are searching for an IT Support Specialist III to join our Service Desk team! We're seeking an efficient and effective problem solver capable of providing technical support to users for both software and hardware over the phone, via chat and in person for every level of the organization. The IT Services division provides a full range of services to nearly 3000 County employees and over 500,000 citizens. We offer opportunities for employees to expand their skills and experience in IT areas ranging across Project Management, Information Security, Quality and Process Management, Commercial Applications, Custom Development and rapidly expanding Web Services.

Responsibilities

• Perform a variety of computer systems administration and support tasks via the phone and in person.
• Analyze, construct, document, test, maintain, troubleshoot and support PC hardware, operating systems, software applications, peripherals.
• Support mobile devices and audiovisual systems for the entire organization.
• Provide problem-solving, technical assistance and support coordination to staff for computer hardware, software, networking, and applications systems.
• Follow documented and approved procedures as identified by the supervisor and technical lead.
• Escalate issues as appropriate to technical subject matter experts.
• Diagnose and resolve computer hardware and software problems.
• Determine root problems for complex and inter-dependent technical hardware and software services.
• Communicate diplomatically and skillfully with users.
• Develop project documentation that effectively communicates to both technical and non-technical audiences.
• Determine root issues and give appropriate feedback and instructions to users.
• Make independent decisions based on judgment to resolve a range of complex technical problems.
• Coordinate installation schedules with vendors and County entities.
• Provide technical support to customers in a professional manner and maintains goodwill, cooperation, and productive relationships.
• Perform other duties and responsibilities as assigned.

Minimum Qualifications

• Bachelor's degree in computer science, Information Technology or related field.
• 1 year of work-related experience in the installation and maintenance of systems for significantly sized local enterprise.
• Note: an equivalent combination of education and experience is acceptable.

Preferred Knowledge, Skills and Abilities

• 3 years plus HDI Help Desk Analyst and/or Systems Administration experience.
• 3 years plus hands-on hardware support experience.
• Certifications Desired: A+, ITIL 4 Foundation, Microsoft 365 Certified / Endpoint Administrator Associate or higher.
• Experience deploying desktop computers and laptops as part of an annual refresh project.
• Asset management experience.
• IT Ticketing system experience.
• A desire to grow both intellectually and professionally.
• Proficient in using Microsoft Office Suite.
• Ability to articulate clearly and effectively to varying levels of customer.
• Strong written and verbal communication.
• Experience providing priority support to executives.
• Demonstrating initiative, innovation, and resiliency.
• Work independently and as part of a project team.
• Effective problem-solver.
• Desires to help and empower others.
• Analyze, assess, and interpret business requirements to identify technical successes and potential problems.

Pay

Hiring Range: $32.00 - $34.00 USD Hourly. Compensation will be determined based on education, experience, and skills.

Schedule

This position operates on a 9x80 schedule in-office, with some flexibility for remote work based on customer needs and staffing levels onsite. Must have reliable transportation.

Benefits

Jefferson County offers a generous benefits package that supports your personal and professional life. Benefits include medical, dental, and vision insurance; paid time off and holidays, including a starting bank of 40 hours of PTO for new hires; retirement matching; wellness programs; tuition reimbursement and more.