Information Services Technician - Adel, IA

This position performs technical duties in support of the county's information services functions. May be designated Senior Information Services Technician. Provides initial troubleshooting and support for employee laptop/desktop computers and peripheral devices; resolves technical problems and answers queries by telephone or email in support of hardware, software, network and telecommunications equipment. Ensures issues are resolved in a timely manner. Utilizes remote desktop takeovers as appropriate to assist in the resolution of problems. Alerts management to recurring problems or patterns of problems. Refers difficult or complex issues to supervisor. Performs accurate incident classification and categorization of reported incidents. Assists end users with packaged software and with basic support of critical applications. Conveys technical information to uses in an understandable and accessible manner. Provides orientation and guidance to users in the operation of new software and computer equipment. Organizes and schedules upgrades and maintenance. Performs related duties.

EDUCATION/EXPERIENCE

High School Diploma or equivalent. One to two years related work experience in technical support.

KNOWLEDGE/SKILLS/ABILITIES

Knowledge of customer service principles and practices. Knowledge of desktop and laptop hardware. Knowledge of network troubleshooting principles. Knowledge of a variety of software packages. Skill in prioritizing and planning. Skill in interpersonal relations. Skill in operating computers and job related software programs. Skill in oral and written communication.

PHYSICAL REQUIREMENTS/WORK ENVIRONMENT

The work is typically performed while intermittently sitting, standing, walking, bending, crouching, or stooping. The employee frequently lifts light and occasionally heavy objects, climbs ladders, and distinguishes between shades of color. The work is typically performed in an office. The above statements are intended to describe the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. Dallas County is an Equal Opportunity Employer. Women, minorities and persons with disabilities are encouraged to apply. Dallas County participates in E-Verify.