Helpdesk Support Technician, Senior

J  o  b    D  e  s  c  r  i  p  t  i  o  n

Job Information

Title:

Helpdesk Support Technician, Senior

Market Range:

IT12

Approved Date:

1/29/2025 4:48:49 PM

FLSA:

Non-Exempt

EEO Code:

TECHNICIANS

Career Level:

C4

Career Level Description:

Core Services Level 4

Job Code:

100416

Job Family:

IT - Information Technology

Sub Family:

ENDSP - End User Support

Primary Purpose

Serves as a lead member of the IT Helpdesk team with a special focus on training, mentoring and technical documentation.  Expected to have strong technical expertise, advanced troubleshooting skills and may be relied on to assist with complex problems.  May be asked to represent the helpdesk team on projects and with the onboarding of new technology.  Partners with other Helpdesk team members to manage requests and incidents from customers. Manages phone and ticketing queues to ensure issues are resolved at the first point of contact via phone/email/remote desktop support or escalated to the appropriate team member within defined service level agreements. Maintains an open communication channel with customer until issue is resolved. Provides first tier hardware and software support for various Wake County departments and business partners in alignment with business requirements. Hardware includes desktop and laptop computers, tablets, printers, scanners, and other computer peripherals. Software includes Microsoft Windows operating system, Office365 tools, various web browsers, security software, endpoint management software and other supported enterprise and business unit tools.  Creates and maintains accurate and current documentation for helpdesk functions and processes.

•

Provides first and second line support for IT Helpdesk requests.  Expected to have strong technical expertise, advanced troubleshooting skills and may be relied on to assist peers with complex problems.  Responds to requests promptly, ascertains technical information, provides problem resolution whenever possible and dispatches when appropriate.  Manages incidents and requests with adequate documentation until resolution.

1

30%

•

Takes lead role in documenting technical information for Helpdesk Knowledge Base.  Mentors new and developing staff, and takes lead role in the cross-training of peers to provide backup coverage for critical Helpdesk functions.

2

15%

•

Maintains open communication channels with the customer and IT peers to ensure excellent service is delivered in alignment with business needs.

3

15%

•

Provides assistance with Active Directory, Office 365 and other accounts for County systems while protecting the integrity of user login IDs and passwords. 

4

10%

•

Troubleshoots PC, peripheral and printer problems.  Provides assistance with the County enterprise and business unit software.

5

10%

•

Enhances personal proficiency and knowledge of County information systems and technology.  Stays current with IT industry trends and explores ways to effectively apply new technologies to the work of Wake County Government.  Provides input on hardware and software standards.

6

10%

•

Represents the helpdesk team on projects and assists with the onboarding of new technology.

7

10%

Position(s) may perform other duties in addition to the above as assigned by management.

•

Contributes to the completion of projects including upgrade, software installations and migrations where needed.

*IMPORTANT* In the event of an emergency, as determined by the County Manager or designee, participation in preparedness and response operations should be expected. Employee may be required to fill a temporary assignment in a role different from standard duties, work hours and/or work location in preparation for, during and after the emergency. Employee may also be required to participate in relevant exercises and regular preparedness training.

Career Level Dimensions

Career Level:

C4

Career Level Description:

Core Services Level 4

•

Works to complete tasks and achieve operational targets that impact the performance of the Work Group.

•

May require leading, delegating, and reviewing the work of other employees.

•

Responsible for making adjustments or recommending enhancements to systems or processes to solve problems or improve effectiveness of the Work Group.

•

Expected to independently propose solutions to problems for supervisor or manager review.

•

Communicates within and outside Work Group to obtain or provide information for matters of moderate importance.  Explains practices and policies to reach agreement.

•

May act as a team lead and assistant to the supervisor/manager. May delegate tasks to other team members and be responsible for the review of work product.

•

Does not have formal management responsibilities (e.g., performance management, disciplining, etc.), but may provide input to leadership in Work Group.

•

Requires advanced knowledge within a specific discipline typically gained through extensive work experience, technical training, and/or advanced education.

Qualifications

•

Associates degree in Computer Science, Information Systems, Computer Engineering or a related field.

•

One year of experience in information systems support.

•

Three years of experience in information systems support may be substituted for the combined education and experience requirements.

•

Equivalent education and experience are accepted

•

3 Years

Experience working in a Helpdesk or Desktop Support Environment

•

Demonstration of leadership and mentoring skills

•

Strong written and verbal communication skills

•

Ability to work effectively within a team and share knowledge

•

Ability to deliver exceptional customer support with patience, courtesy and professionalism

•

Ability to multi-task and prioritize in a fast-paced environment

An individual must be able to perform each essential duty satisfactorily to perform this job successfully. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Competencies

Communication

Creates an atmosphere in which timely and high-quality information flows smoothly up and down, inside and outside of the organization; encourages open expression of ideas and opinions.

Customer Service

Balances interests of a variety of clients, and readily readjusts priorities to respond effectively to pressing and changing demands for information, advice and assistance.  Anticipates and meets the needs of clients; achieves quality end products; and commits to continuous improvement of services.

Attention to Detail

Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.

Interpersonal Skills

Treats others with courtesy, sensitivity, and respect.  Considers and responds appropriately to the needs and feelings of different people in different situations.  Perceives, assesses, and positively influences one's own and other individuals’ emotions.

Problem Solving

Builds a logical approach to address problems or opportunities or manage the situation at hand by drawing on one's knowledge and experience base, and calling on other references and resources as necessary.

Professionalism

Thinks carefully about the likely effects on others of one's words, actions, appearance, and mode of behavior. Selects the words or actions most likely to have the desired effect on the individual or group in question. Maintains calmness in stressful or adverse situations. Diplomatically handles challenging or tense interpersonal situations.

Time Management

Manages own time, priorities, and resources to achieve goals. Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity.

Integrity

Act with honesty, transparency and respect in our interactions with co-workers and those we serve. Adhere, without exception, to laws, policies, procedures and professional standards.

Accountability

Establish high-quality standards for work. Add value. Measure results and hold self and others accountable for making progress toward desired outcomes. Take a logical and data-driven approach to decision-making.

Diversity

Believe that different backgrounds and experiences strengthen the organization and produce better results. Value inclusion across race, gender, age, religion, identity and experience, and strive to reflect in our workforce the diversity of our community.

Collaboration

Foster a work culture in which different ideas and opinions are encouraged and expected. Listen carefully and speak thoughtfully. Work together toward shared goals with mutual respect and cooperation.

Continuous Improvement

Continuously improve work processes and products. Provide a safe environment to be innovative and creative and try new things. When things don't go as planned, use it as an opportunity to learn, regroup and begin again. Provide time and resources for individuals to grow and develop both personally and professionally.

Wellness

Take proactive steps to be physically fit and healthy, emotionally strong, financially secure and socially fulfilled, while inspiring and empowering others to do the same.

Service Orientation

Commit to making a difference within the community. Actively engage in and enjoy our work. Deliver services that exceed expectations, with courtesy, politeness and sensitivity to the experiences, concerns and feelings of all co-workers and customers.

ADA Checklist

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

Standard ADA Selection:

Office Environment

Standing

X

Walking

X

Sitting

X

Lifting/Carrying 0-10 pounds

X

Lifting/Carrying 10-20 pounds

X

Lifting/Carrying 20-50 pounds

X

Lifting/Carrying 50-100 pounds

X

Pushing

X

Pulling

X

Climbing

X

Balancing

X

Stooping

X

Kneeling

X

Crouching

X

Crawling

X

Reaching

X

Handling

X

Grasping

X

Fingering

X

Feeling

X

Talking

X

Hearing

X

Visual Perception

X

Repetitive Motions

X

Eye/Hand/Foot Coordination

X

Memorization/Concentration

X

Learning/Knowledge Retention

X

Preparing/Analyzing Numerical Figures

X

Use of Interfaced Commmunication Devices (Phone, Computer, Radio etc.)

X

Analyzing/Examining/Testing Data

X

Emotional/Behavioral Self-Regulation

X

Interacting with Others

X

Comprehension

X

Organization

X

Decision Making

X

Comprehension

Understand and apply non-routine verbal and/or written instructions

Organization

Organize and prioritize individual work schedule to manage multiple tasks and/or projects

Decision Making

Make decisions that have significant impact on a department's credibility, operations and/or services

Communication

Communicate and explain a variety of information

Extreme cold

X

Extreme heat

X

Humid

X

Wet

X

Noise

X

Hazards

X

Temperature Change

X

Atmospheric Conditions

X

Vibration

X

Computers/Monitors

X