Summary 

Provides technical support to Computer\Network and software users by performing the following duties. 

45% Daily Operations    

• Resolving simple and basic support issues. 
• Documenting and tracking support issues using helpdesk application. 
• Monitoring Zendesk helpdesk and incoming telephone, voicemail, e-mail, and in-person requests for assistance from users experiencing problems with software and other computer-related technologies. 
•  Evaluates and prioritizes projects and support issues. 
• Learning all IT Department standards and procedures.

35% Application/Software Support    

• Assisting with the installation, configuration, or tuning of system. 
• Providing reports and data queries to management, users, vendors and other partners as needed.
• Providing technical support and troubleshoots software application related issues. 
• Assisting with application upgrades and maintenance and coordinates with users and vendors as needed. 
• Providing technical support and troubleshooting assistance on software application related issues. 
• Communicating with application venders to resolve issues.
• Evaluating new software versions.

10% Special Projects    

Completes special projects as directed by Manager. 

10% Determination    

Displays commitment and initiative to meet department and agency education goals as set forth in the organizations education program. 

Education and/or Experience 

At least one year of related IT experience and/or training; or equivalent combination of education and experience. 

Certifications 

Must be able to obtain designations and certification as set forth by the organization’s education plan.