SUMMARY  

The purpose of this position is to perform diagnosis and troubleshooting support to end-user’s IT needs, provide effective and timely resolution to IT issues and ensure excellent customer satisfaction. This role requires strong technical knowledge, exceptional customer service aptitude, and outstanding attention to detail.

Identify, track, research and resolve end-user’s desktop and business application issues, take phone calls, and assist DHC staff in opening Helpdesk tickets. Prepare custom reports, training, and procedure documentation. Provide maintenance, repair, upgrade, configuration and support to desktop/laptop/mobile devices and equipment, other peripheral devices, and systems such as, but not limited to, printers/copiers/scanners, Smart Phones, Photo ID system, Access Key Card system and the security camera surveillance system. The Desktop Support Technician will work under the direction of the IT Director.

EDUCATIONAL REQUIREMENTS 
The position requires a Bachelor’s degree in Information Technology or related technology field.  Additionally, 1 - 2 years of experience in IT helpdesk or incident management support is required.   

EXPERIENCE REQUIREMENTS

1 - 2 years of experience in IT helpdesk or incident management support is required.

OTHER REQUIREMENTS

• Must have or be able to acquire a valid state driver’s license
• Must pass federal, state, and local criminal investigation clearances, and pass a drug screening test administered by the Commission or its designated provider § Must be insurable under the agency’s insurance policy

KNOWLEDGE 

• Excellent organizational, communication and customer support skills
• Strong hands-on knowledge of Microsoft based operating system with emphasis on Windows 11 Professional systems.
• Knowledge of Windows 2025, 2022 and 2019 standard, enterprise and data center operating systems
• Knowledge of end-point security, encryption, network monitoring and cybersecurity assessment tools 
• Strong Hands-on Knowledge of MS 365 productivity Apps (Word, Excel, Outlook, PowerPoint, Publisher, MS Teams, OneNote, OneDrive, MS Forms, SharePoint)
• Knowledge of Windows, Android and Apple OS mobile devices setup and troubleshooting
• Knowledge of Adobe Acrobat, DocuSign and Smartsheet software
• Knowledge of Access Control and security camera surveillance System
   

REQUIRED ABILITIES

• Act independently  
• Analyze situations  
• Attend to details  
• Communicate verbally  
• Communicate in writing  
• Concentrate  
• Empathize  
• Identify problems  
• Initiate  
• Manage pressure  
• Motivate  
• Multi-task  
• Organize  
• Problem-solve  
• Think creatively  
• Troubleshooting issue and resolution is important  
   

REQUIRED SKILLS

• Analyze and identify problems with computer systems and develop effective solutions  
• Analyze and interpret data and reports, and formulate recommendations  
• Communicate effectively orally or in writing with relevant stakeholders, internal and external, from a variety of backgrounds  
• Troubleshooting skills and preventative maintenance processes to keep equipment in working condition
• Extensive Hands-on experience of MS 365 productivity Apps (Word, Excel, Outlook, PowerPoint, Publisher, MS Teams, OneNote, OneDrive, MS Forms, SharePoint), Adobe Acrobat Professional, DocuSign and SmartSheet
• Employ IT systems to support organizational business practices  
• Install, upgrade and configure desktop applications and devices  
• Manage software and desktop images  
• Monitor computer system performance to achieve system effectiveness and efficiency  
• Operate standard office equipment  
• Organize and present technical IT information effectively to end users  
• Provide high level, quality customer service both internally and externally  
• Read and understand department specific documentation, and policies and procedures  
• Repair and service equipment  
• Resolve and respond to help desk service ticket/calls  
• Troubleshoot problems and apply preventative or corrective measures

SUPERVISORY RESPONSIBILITIES

None
 

REPORTS TO

• Director of Information Technology  
   

ESSENTIAL JOB FUNCTIONS 
[The fundamental job duties the individual must be able to perform, with or without accommodation; removal of these functions would fundamentally change the job]

• Provide support and troubleshoot IT related problems, and resolve computer hardware and software related issues, such as Laptops, PCs, mobile devices, IP phones, network devices, Printers, Scanners, Fax machines and other peripheral devices.
• Provide support of Windows 11 & 10 Professional desktop operating system, Android and Apple OS mobile devices, Office 365 Professional productivity suite (Word, Excel, Outlook, PowerPoint, Publisher, MS Teams, Access, OneNote, OneDrive, MS Forms, SharePoint)  
• Install, configure, and maintain security camera surveillance system, access control system, Photo ID system, building intercom systems.
• Help with testing installed equipment and provide programming support and assist in preventive maintenance and repair.
• Provide support, create/update/convert Adobe Acrobat, Word documents and forms. Assist and train staff to create and publish DocuSign electronic signatures document workflow and data protection. 
• Assist and train staff to encrypt documents, information protection and end-user identity management.
• Perform operating system and application package upgrades, installations, and system reconfiguration to business environment. 
• Assists in developing, testing, and maintaining DHC disaster recovery plans (DRP) designed to restore IT system operability.
• Assists with development of processes and procedures in support of IT Business Continuity Planning
• Performs forensics and documenting detailed reports of findings, monitors network activity for malicious activity.
• Assists in technology strategic planning and budgeting, maintenance of technical documentation, and identification of process improvement opportunities.
• Work with internal and external stakeholders to assess and identify security compliance gaps and propose technical and operational remediation solutions.
   

SUPPLEMENTAL FUNCTIONS 
[These are job duties the individual must be able to perform, with or without accommodation; removal of these functions would NOT fundamentally change the job]

        §     All other duties as assigned

PHYSICAL ACTIVITIES AND DEMANDS

• Lifting  
• Carrying  
• Pushing  
• Pulling  
• Standing  
• Walking  
• Ascending/descending stairs  
• Ascending/descending ladders  
• Reaching  
• Bending  
• Sitting  
   

EQUIPMENT

• Phones  
• Computer/laptop/Tablets/iPads  
• Copiers/printers  
• Scanners  
• Projectors  
• Monitors  
• Lifts, hoists, escalators  
• Communication systems  
• Hand tools  
   

WORK ENVIRONMENT

• Outdoor environments  
• Indoor environments  
• Work in hot, cold, wet surroundings  
   

SOFTWARE

• IT Helpdesk and Inventory software  
• Customer relationship management software  
• Contract management software  
• Database software  
• Programming software  
• Spreadsheet software  
• Design software  
• Project management software  

Disclaimer

This job description should not be construed as an exhaustive list of duties and responsibilities performed by persons assigned to this classification. It is not intended to limit or in any way modify the right of any supervisor or manager to assign, direct and control the work of employees under his/her supervision. All principal duties and responsibilities of this position are essential functions of the position. Job descriptions are reviewed on a regular basis and may be revised at any time. Revisions will be communicated to employees within the classification. This job description does not constitute a contract of employment; therefore, the company may exercise its employment-at-will rights at any time.