IT Service Desk Support Specialist

2 days ago

Macon, Georgia, United States Macon-Bibb County, GA Full time
Job Summary

We are seeking a highly skilled IT Service Desk Analyst to join our team at Macon-Bibb County, GA. The successful candidate will be responsible for providing technical support and assistance to end-users within the Fire Department, ensuring the smooth operation of our IT systems and infrastructure.

Key Responsibilities
  • Provide timely and effective technical support to end-users, resolving hardware and software issues, and ensuring minimal downtime.
  • Deploy, troubleshoot, update, and maintain computer hardware, client-side applications, and software.
  • Respond to helpdesk ticket requests, ensuring resolution of assigned tickets, and delivering support through various channels, including in-person, remotely, by email, or by telephone.
  • Ensure all support requests are submitted, assigned, tracked, documented, and closed within the ticketing system.
  • Triage helpdesk ticket requests through diagnostics, troubleshooting, testing, and/or escalation to appropriate IT teams or vendors for resolution.
  • Collaborate and communicate with management, end-users, other departments, vendors, external agencies, as needed, to coordinate work activities, review status, exchange information, resolve problems, and foster a positive work environment.
  • Assist with inventory management of IT assets, including onboarding, offboarding, retention, and decommission.
  • Participate in projects related to technical and non-technical initiatives and ongoing support.
  • Develop and maintain standard operating procedures and training guides.
  • Adhere to county policies, procedures, guidelines, federal/state laws, and regulations, and applicable industry standards and frameworks.
  • Attend relevant meetings to obtain guidance and offer insights.
  • Build and maintain strong, collaborative partnerships between county department end-users, vendors, and stakeholders.
  • Recommend IT enhancements, where appropriate, to support county-wide IT strategic goals, technology priorities, and end-user needs or experiences.
  • Provide service and helpdesk coverage as required.
Requirements
  • Bachelor's degree in Information Technology, Computer Science, Mathematics, or a related field, with six months to a year of demonstrated computer-related technical support or administration experience.
  • Associate's degree in similar coursework, with one to two years of progressive information technology experience.
  • Equivalent combination of relevant training, education, and experience deemed appropriate by the Director to provide sufficient knowledge, skills, and abilities to successfully perform the duties and responsibilities of the position.
  • Possession of a valid Georgia Motor Vehicle Operator's License.
  • Applicant must not have a State or Federal criminal conviction record.
  • Applicant must be fingerprinted and pass a local background check conducted by the Macon-Bibb County Sheriff Department.
Knowledge, Skills, and Abilities
  • Knowledge of IT infrastructure and foundational system and network concepts.
  • Knowledge of technical triage, troubleshooting, testing, and monitoring concepts.
  • Knowledge of quality customer service and customer relationship management.
  • Knowledge of OSI model.
  • Knowledge of workflow automation and commercial software and hardware.
  • Skill in team building, professionalism, and courteousness.
  • Skill in planning, organizing, and decision making.
  • Ability to triage and troubleshoot computer-related hardware and software break/fix problems.
  • Ability to resolve moderate to med-level hardware, software, and connectivity technical problems.
  • Ability to efficiently manage multiple tasks with exceptional attention to detail.
  • Ability to resolve problems in a timely, efficient, and effective manner.
  • Ability to plan, coordinate, and organize work; set priorities and meet deadlines.
  • Ability to give and understand oral and written communication.
  • Ability to research, comprehend, and apply non-technical information related to the mission of the department.
  • Ability to interpret and understand a variety of forms, reports, manuals, policies, procedures, regulations, and other means of instruction and guidance.

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