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IT Help Desk Technician Budget and Technical Services Department Page 1 of 2 KLICKITAT COUNTY, WASHINGTON POSITION DESCRIPTION POSITION TITLE: IT Help Desk Technician EFFECTIVE DATE: May 16, 2017 REPORTS TO: Director PAY GRADE: 38, $17.63/hr DEPARTMENT/DIVISION: Information Technology & Budget Department FLSA STATUS: Non-Exempt LOCATION: Goldendale POSITION STATUS: Full Time/40 hours per week BASIC JOB PURPOSE/FUNCTION: Under supervision performs a variety of computer and telephone system design, maintenance, and support activities. Responsibilities include the daily administration and technical support of the county's technology resources including, computers, printers, phones, mobile devices, electronic mail and basic user training. May provide support to departments in database administration. ESSENTIAL JOB DUTIES: Primary Duties: 1. Administers HelpDesk system by resolving help desk tickets regarding desktop hardware, software and peripherals/accessories in a timely and professional manner; gathering information and escalates tickets outside help desk scope to appropriate IT staff; and maintaining hardware and software inventory using help desk appliance integrated tools. 2. Administers electronic mail system. 3. Administers County’s website user accounts and accesses and maintains the main webpage. 4. Maintains detailed documentation of technology resources and IT processes. 5. Assists in performing technology systems maintenance activities. Ensures all hardware installation and maintenance of computer equipment is efficiently completed, including computers and printers. 6. Assists in installing and maintaining system software and applications, including: PC software and upgrades, server software and patches, application software and upgrades. Additional Duties: 7. Assists in and performs systems analysis including defining information systems requirements, identifying options, developing and implementing solutions and applications. 8. Assists in purchasing computer equipment and supplies such as requesting quotations, checking on order status, and following up on billing problems. 9. May provide support to departments in database administration for applications running on Oracle, MS SQL or other databases. 10. Researches new products, software upgrades, equipment and services. Prepares recommendations and upon approval, coordinates with outside sources to test and implement changes. 11. Ensures continued and increased efficiency of County information systems by maintaining an awareness of the latest technological advances through ongoing treatment training and reading online media and other relative materials. Continuously reviews software to increase ---PAGE BREAK--- IT Help Desk Technician Budget and Technical Services Department Page 2 of 2 knowledge of programs and maintain the ability to troubleshoot problems. 12. Conducts basic staff training on computer equipment and software applications. Assists in preparation of instruction materials. Maintains and updates user documentation. ADDITIONAL JOB DUTIES: 1. Performs other related duties as assigned. REQUIREMENTS/MINIMUM QUALIFICATIONS: Knowledge of principles, practices, and techniques and related tools/equipment to accomplish the basic function of this position, including any safety and/or legal requirements. This may, but not necessarily, include specialized skills. Requires oral and written communication skills and time management skills. Any equivalent combination of education and experience that provides the applicant with the required knowledge, skills, and abilities to perform this job. A typical way to obtain the knowledge and abilities would be Associates Degree in Computer Science, Information Systems, Data Processing, or related field. Two years experience in information systems or related field. Coursework towards becoming a Microsoft Certified Professional desirable. Individual may be required to attend schools/workshops on a yearly basis to maintain skill level necessary to carry out position responsibilities. Licenses, Certificates and Other Requirements Valid state driver's license in state of residence WORKING CONDITIONS: This position requires the ability to perform those activities to complete the essential functions of the job, either with or without reasonable accommodation. The position requires continuous and/or frequent talking, repetitive motions of hand/wrists, hearing, and handling. Mental activities required by the employee in this position include decision making, interpersonal skills, supervisory skills, teamwork, creativity, customer service, mentoring, use of discretion, presentations/teaching, problem analysis, negotiation, and the ability to perform math and to read, write, speak and understand English. Required physical activities can include frequent keyboard fingering, talking, repetitive motions of hands and wrists, sitting, hearing and lifting, pushing, pulling, and carrying objects up to 50 pounds. The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skills typically required, and the scope of responsibility, but is not and should not be construed an all-inclusive listing of responsibilities, skills, work requirements, or working conditions. While it is intended to accurately reflect the position activities and requirements, individuals may perform other duties and Klickitat County, Washington reserves the right to modify, add or remove duties, and assign other duties as necessary, including work in other functional areas to cover absences or relief, to equalize peak work periods, or otherwise to balance the work load.