As part of Help Desk Support group, will be responsible for phone support, imaging, deployment, and asset management of end point devices.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Technical Support and Troubleshooting:

Provides Help Desk technical support for end users' desktop PCs and laptops. Provides backup Help Desk telephone support. Troubleshoots and corrects network problems. Basic knowledge of Active Directory device management.

Device Setup, Configuration and Maintenance:

Performs desktop-level technology work, including building and rebuilding PCs at the software level (Windows 10+ OS, antivirus software, Microsoft Office, Bomgar support). Installs network devices such as PCs, printers, and scanners. Upgrades all levels of current software. Replaces end users' PCs and migrates users' data to new devices. Configures user profiles for LAN settings, default web pages, firewall settings, and PC-level user rights. Conducts device recovery as part of the employee termination process. Assists with surplus of devices such as desktops and laptops.

Asset Management:

Performs asset management of hardware peripherals such as desktops and laptops. Runs asset management reports for hardware inventory. Updates assets in the ServiceNow (SNAP) Management Console.

Other Duties:

Performs other related duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

MINIMUM REQUIRED EDUCATION/EXPERIENCE

High School Diploma or GED and three (3) years related experience or equivalent combination.

REQUIRED CERTIFICATIONS, LICENSES, AND REGISTRATIONS

Possession of a valid driver's license.

PREFERRED EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES

GED and/or associate's degree. Experience in working with Microsoft Office 365 Applications. Experience with Microsoft Office 365 other similar products. High order of customer service communication skills.

PHYSICAL DEMANDS AND WORK ENVIRONMENT

The physical demands 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 to perform the essential functions. While performing the duties of this job, the employee is regularly required to talk and hear. The employee is frequently required to stand, walk, sit, use hands to finger, handle, or feel, and reach with hands and arms. The employee is occasionally required to stoop, kneel, or crawl. The employee must occasionally lift and or move up to 15 pounds. Specific vision abilities required by this job include close vision, depth perception, and ability to adjust focus. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level of the environment is usually moderate.

LANGUAGE SKILLS, MATHEMATICAL SKILLS, AND REASONING ABILITY

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

ADDITIONAL INFORMATION

TO APPLY:

You must complete an employment application online to be considered for this recruitment. Resumes cannot be substituted for completion of the job application work history. No paper applications will be accepted. Selected candidates may be subject to drug screening, background screening, and reference checks. At time of application, please submit a copy of any college degree, coursework, licenses, or certifications that you have referenced on your application. Applicants who have education obtained outside of the U.S. may need to provide proof of the equivalent U.S. education as determined by a foreign credential evaluation service, such as the National Association of Credential Evaluation Services (http://www.naces.org) or

World Education Services:

International Credential Evaluation (https://www.wes.org/). Howard County Government is not sponsoring employees in application of the H-1B Visa or providing an extension of an existing H-1B Visa. All applicants must be legally authorized to work in the United States under the Immigration Reform and Control Act of 1986. Howard County is an Equal Employment Opportunity Employer, and we are committed to a workplace that values diversity, equity, and inclusion. The County prohibits discrimination on the basis of race, color, religion, age, sex, ancestry, creed, national origin, disability status, genetics, marital status, military service , sexual orientation, gender identity/expression or any other characteristic protected by federal, state or local laws. Applicants requiring accommodations during the hiring process should contact the Office of Human Resources directly at HiringPreference@howardcountymd.gov . Requests for accommodations should not be attached to the application.