IT Helpdesk

Department

Contract Support and IT End User Computing
Job Summary
Job Description
Perform all duties assigned to IT Helpdesk - Coordinator 1.
Provide statewide installation, configuration, maintenance and support for state owned: Workstations, Laptops, Thin client devices, Desktop printers, Network printers, Network communication devices, Video Conferencing Equipment, Software Applications, and all associated components, peripherals, and media.
Review process documentation for accuracy, update as necessary, and evaluate for potential process improvement.
Train Coordinator 1 Help Desk employees and provide assistance to escalated tickets.
Manage user accounts on local PCs, select servers, and Active Directory in compliance of industry standards.
Record service calls in web‐based tracking system and utilize system to document ticket resolutions.
Provide limited support for approved mobile devices which contain DHH’s proprietary data, including, but not limited to e‐mail. Support shall be focused on ensuring that an otherwise functional device is properly configured for work related purposes.
Train and assist end users on technical issues as a form of preventative maintenance.
In the event of disaster, take appropriate actions to ensure continuity of operations in accordance with previously documented and Department approved plans.
Travel to various sites as needed to carry out assigned duties.
Identify, diagnose, and assist with resolution of network issues as related to end user problems.
Manage all assigned issues being handled by other internal IT units or external contractors.
Manage e‐mail accounts on the state Exchange e‐mail server and make updates to accounts as requested by end users.
Conduct an annual performance evaluation for each subordinate, setting future goals and strategies.
Conduct recruitment, selection, training, supervision, and professional development of assigned staff.
Other tasks as directed.
QUALIFICATIONS

REQUIRED:

Bachelor’s degree.
Minimum 1 year of professional experience in IT field.
​Experience with Windows based operating systems including installation, system administration and troubleshooting.
Excellent analytical skills, effective organizational and time management skills.
Great attention to detail and follow up, and verbal/written communications skills.
Excellent problem solving/troubleshooting skills.
DESIRED:

Advanced degree.
Minimum 2 years of professional experience in IT field.
Advanced knowledge of and experience with:
Various hardware including PCs, laptops, and printers
Active Directory, Exchange
Specific computer hardware including: PCs, laptop & printers;
MFPs; routers, switches and servers.
Customer service experience.
Professional experience with DHH information systems or programs utilized by the department.
A+, Network+, HDI, MCTS, MCSE, MCITP , Strategic Planning, ITIL, Process Improvement or other relevant industry certifications.
One or more years supervisory experience in technical roles.
Work-related evidence of proactive, independent process and/or team improvement.