SUMMARY OF POSITION
As a MIS Helpdesk Technician, you will play a key role in providing technical support and assistance to Guadalupe County end-users across our organization. You will be responsible for resolving IT-related issues, answering inquiries, and providing guidance on a variety of computer-related topics. This role requires strong problem-solving skills, excellent communication abilities, and a passion for helping others.
ORGANIZATIONAL RELATIONSHIPS
This position reports directly to the MIS Assistant Director. This is a non-supervisory position. This position has direct contact with all county departments.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Serve as the first point of contact for end users seeking technical assistance via phone, email, or in person.
- Respond to support requests promptly and professionally, providing courteous and effective assistance to resolve issues.
- Troubleshoot and diagnose hardware, software, and network problems, utilizing remote support tools and diagnostic techniques.
- Install, configure, and maintain desktops, laptops, printers, and other IT equipment according to established procedures.
- Assist with software installations, updates, and upgrades as needed.
- Provide guidance and training to end-users on the proper use of IT resources, applications, and systems.
- Document support activities, solutions, and resolutions in the helpdesk ticketing system, ensuring accurate and thorough record-keeping.
- Escalate unresolved issues to higher-level support teams or external vendors as necessary, following escalation procedures.
- Proactively identify opportunities for process improvements and contribute to knowledge base articles and documentation.
- Be available to provide after-hours support for urgent issues and emergencies.
- Assists with special projects.
OTHER REQUIREMENTS
Regular attendance is essential. Must arrive at work on time, prepared to perform assigned duties and work assigned schedule. Employee must have the ability to work well with others. Employee must be able to perform the essential functions of the position without posing a direct threat to the health and safety of themselves and others. Requested accommodations to work hours and schedules are considered on an individual basis. Applicant must be able to pass a criminal background check and a drug test.
PHYSICAL DEMANDS AND WORK ENVIRONMENT
The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities of perform the essential functions.
While performing the duties of this position, the employee is required to walk, sit, stand, bend and stoop. May be required to lift, carry or push/pull supplies, materials, equipment and/or items weighting up to 50 pounds. Work is primarily conducted indoors. The noise level in the work environment is usually moderate. Staff work is normally reviewed, and deadlines are to be met. It is left up to the staff to determine the method in which they complete their work.
REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES
Ability to communicate effectively both orally and in writing; must be able to present complex technical issues (terminology) in a manner and format which is easily understood by an audience with little or no technical knowledge or experience; ability to establish and maintain effective working relationships with members of the Commissioners’ Court, all department heads, county employees, vendors and suppliers; must have strong troubleshooting skills; knowledge of current Windows operating systems; knowledge of current Microsoft Office software, knowledge of available hardware and commonly used software applications; and be familiar with the installation, maintenance and troubleshooting of software, printers, scanners and VOIP phone systems.
ACCEPTABLE EXPERIENCE AND TRAINING
High school diploma or equivalent (associate degree in a computer related discipline is preferred) or any equivalent combination of experience and training which provides the required knowledge, skills and abilities.
CERTIFICATES AND LICENSES REQUIRED
A Valid Texas Driver’s license is required. Employee must be insurable by Guadalupe County insurance company in order to operate County vehicles.
COMPTIA A+, Network+, or ITIL certifications encouraged
Guadalupe County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.
Job Type: Full-time
Pay: $21.45 per hour
Expected hours: No less than 8 per week
Benefits:
- Employee assistance program
- Health insurance
- Life insurance
- Paid time off
- Retirement plan
Experience level:
Schedule:
- 8 hour shift
- Monday to Friday
Work Location: In person