Service Desk Specialist lll- Sheriff's Office

Salary range: $51,564.00 - $77,346.00 (DOE) plus $1 per hour environmental pay.

About the Role

Provides advanced desktop support for Salt Lake County users at local and remote sites. Responds to trouble calls, performs day-to-day helpdesk operations duties, and provides technical support to county staff as needed.

Requirements

• Four (4) years of equivalent experience in a similar environment, plus three (3) certifications (see below) OR an equivalent combination of experience and education, such as an Associate’s degree in an Information Technology/STEM-related field. Education will not substitute for one (1) year of experience.
• Preferred certifications: ITIL Foundations, A+, MCP, MCDT, CCNA, CCDA, Network+, Networking Essentials, MCSA, MCSE, or other equivalent certifications.
• Must pass a required background check through fingerprinting and enrollment in the continuous RAP Back (Record of Arrest and Prosecution Back) program.

Responsibilities

• Maintains, administers, and architects deployment tools and servers used for new system and application deployments.
• Maintains, administers, and architects network print servers and queues.
• Maintains and administers software scans for reporting applications and software tracking/licensing.
• Utilizes and administers LanSweeper and Tanium for application rollouts, scans, configuration changes, and identifying how scripting should be utilized.
• Provides advanced technical assistance to Desktop Technical Support Specialists I.
• Diagnoses, repairs, and installs computer-related hardware and/or software systems.
• Manages, maintains, installs, troubleshoots, and upgrades computer systems, servers, printers, point-of-sale systems, mobile devices, and peripheral devices for performance and security-related issues.
• Manages, updates, and maintains network print servers, domain users, and VoIP accounts.
• Manages, automates, updates, and backs up Microsoft Deployment Servers.
• Creates deployment packages for various end-user applications, utilizing deployment scripting.
• Provides desktop networking connectivity (including wireless) support.
• Provides advanced assistance through the Help Desk's Technical Support Line.
• Develops, updates, and maintains technical documentation.
• Analyzes trends to prevent negative impact on infrastructure.
• Conducts after-action reviews, addresses root causes, and records resolution findings.
• Coordinates activities with network services, security, application, and infrastructure groups.
• Evaluates vendor-supplied software.
• Assists management and customers in making appropriate decisions regarding needed hardware sizing, configuration, etc.
• Configures operating systems to support applications.
• Develops new strategies and IT procedures to increase efficiency, enhance workflow, and improve customer satisfaction.
• Ensures proper and reliable equipment operation, properly maintains and applies security updates to workstations and mobile devices as needed.
• Provides advanced in-house technical support for IT technicians in all Divisions of Salt Lake County.

Skills

• Knowledge of technical hardware, software, security, and associated peripherals.
• Client-server desktop support and helpdesk functions, including experience with incident ticketing and tracking systems.
• Cloud solutions and their impact on end-users.
• Ability to communicate effectively both verbally and in writing.
• Problem-solving skills to effectively apply general principles to specific conditions.
• Project and meeting facilitation as assigned.
• Analytical skills to improve business and technical processes.
• Ability to remain calm under stress, adjust quickly, and multitask between competing priorities.
• Maintain confidentiality and professionalism.

Working Conditions

• Work duties are typically performed in a general office setting.
• Be available 24/7 as needed to support the IT organization and County business needs.
• This position works in the Salt Lake County Jail (a locked-down facility), has direct contact with prisoners, and may be exposed to stress due to human behavior in a jail environment.