Service Desk Agent (Part-Time)

Essential Functions

• Provides user support to County employees for computer hardware, software and peripherals: identifies and resolves problems to restore service to user in a timely and efficient manner.
• Troubleshoots end-user problems: responds to initial requests for assistance and resolves problems; escalates problem to other personnel as appropriate.
• Maintains an awareness of new applications, technologies, technical methods, trends, and advances in the profession.

Minimum Qualifications

• Associate Degree in Information Technology, or related field required; supplemented by one year of experience providing end user technical support;
• or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job.

Preferred Qualifications

• 1 – 2 years previous Call Center experience.
• Experience providing support for Microsoft software and operating systems including Windows 10, Windows 11, Microsoft Office 365.
• Experience providing support for computer hardware and peripherals.
• Ability to communicate effectively with customers over the telephone.
• Strong customer service, time management and problem determination/resolution skills.
• Ability to resolve Level 1 and some Level 2 issues on the first contact resolution (FCR).