Service Desk Specialist ll

Job Description Salt Lake County…A career with a purpose in the community you love! Salt Lake County invites you to explore our exciting career opportunities. We seek highly enthusiastic individuals to enrich our County with your experience and talent. If you enjoy working in a team environment that is committed to changing the lives of its community, please keep reading. What it is like to work here: At Salt Lake County our culture is woven into all aspects of our work and our employees' lives, from the way we treat each other to the way we support the community. To promote and foster a fun and healthy work environment, we appreciate employees through great benefits, a healthy work life balance and room to grow and develop.

Surround yourself with:

Peers who are motivated to make a difference in the lives of those we serve. We serve Salt Lake County and envision a safe and beautiful place for all to live work and have fun. Salt Lake County is about connecting people and championing our community. Community is more than a place….its our heart and service that bring us together. We encourage a work life balance: Working for Salt Lake County is more than just a paycheck. A career with /Salt Lake County includes several benefits and perks. We support our employees with 12 Holidays, up to 24 vacation days, 12 sick days and one personal day every year. We work in a hybrid environment giving you flexibility to manage working from home and being in office.

Additional Benefits include:

Retirement options for hybrid pension/401(k) or 401(k) only with a 10% contribution Medical coverage including a 100% county paid premium option-Dental and Vision coverage including coverage for adult designees Health Savings account with a county contribution up to $1200/year, Flexible Spending Account 100% county-paid Long-Term Disability and Short-Term Disability option

Professional Development Plus:

Onsite medical clinic, childcare and gym; hospital insurance, pet insurance auto and home insurance and discounts at County facilities.

JOB SUMMARY

Provides desktop support for the Salt Lake County users at local and remote sites. Responds to trouble calls, performs day-to-day helpdesk operations duties, and provides technical support to county staff as needed.

MINIMUM QUALIFICATIONS

Three (3) years of related experience, OR an equivalent combination of education, and experience. Education will not substitute for one (1) year of experience.

Preferred certifications:

ITIL Foundations, A+, MCP, MCDT, CCNA, CCDA, Network+, Networking Essentials, MCSA, or other equivalent certifications. Due to the nature of this position, the successful applicant must pass a required pre-employment background check and subsequent mandatory background checks in accordance with current County Human Resources policy requirements.

ESSENTIAL FUNCTIONS

Diagnoses, repairs, and installs computer related hardware and/or software systems. Utilizes, Maintains, Installs, troubleshoots, upgrades and networks computer systems, servers, printers, point of sale systems, mobile devices and peripheral devices for performance and security related issues as needed. Utilizes deployment packages where applicable for various end user applications... Provides desktop networking connectivity (including wireless) support. Develops updates and maintains technical documentation. Analyzes trends to prevent negative impact to infrastructure. Conducts after-action-reviews and addresses, root cause and records resolution findings. Coordinates activities with network services, security, application and infrastructure groups. Evaluates vendor-supplied software. Assists management and customers in making appropriate decisions regarding needed hardware sizing, configuration, etc. Configures operating systems to support applications. Provides assistance through the Help Desk's Technical Support Line. Provides assistance with approved application software for configuration, customization, and troubleshooting. Provides in-house technical support for IT technicians in all Divisions of Salt Lake County

KNOWLEDGE, SKILLS AND ABILITIES

(KSA)

Knowledge of:

Technical hardware, software, security and associate peripherals; Client Server desktop support, Helpdesk functions such as incident ticketing and tracking systemsCloud solutions and its impact on end-users.

Skills and Abilities to:

Communicate effectively; both verbally and in writing. Solve complex problems; effectively apply general principles to specific conditions. Facilitate projects and meetings as assigned. Analyze business and technical processes and determine ways of making them more efficient. Remain calm under stress and quickly adjust, evolve and multi-task between several competing priorities at once. Maintain confidentiality and professionalism.

WORKING CONDITIONS AND PHYSICAL REQUIREMENTS

Work duties are typically performed in a general office setting. Due to the nature of this position, the successful applicant must pass a required background check through fingerprinting and enrollment in the continuous RAP Back (Record of Arrest and Prosecution Back) program in accordance with current County Human Resources policy requirements. Candidates must be authorized to work in the United States and must not now or in the future require sponsorship for employment visa status.