Entry Level Help Desk Technician

We are looking for an entry level technician to assist within the Help Desk/Service Desk.  You would be expected to learn and perfect their skills at troubleshooting and correcting problems on related networks, interfaces, hardware and software.  This position supports users in multiple departments and divisions.

Here’s what you would be doing:

• Provide Tier 1 technical support to staff and users of our Criminal Justice Information System. 
• Respond to and troubleshoot user’s problems. 
• Determine and resolve problems by following agency resolution and escalation procedures. 
• Perform network connectivity testing and problem isolation. 
• Assist users in the proper installation of hardware and software. 
• Document support calls in the agency ticket system, escalate to next level support as required. 
• Monitor systems (message switch, security subsystems, criminal web server, central repository, AFIS document imaging.) 
• Prepare weekly backups for off-site storage. 
• Maintain communication between shifts.
• Assist staff with requests specific to agency operations. 
• Assign and program specific data, including levels of access, to each device and/or user of the system. 
• Issue new security tokens and replace broken token order(s) requests.

Experience: 

• 6 months experience monitoring and problem-solving data, voice, IT related systems and/or video networks. 
• 1 year experience working in a Help Desk environment (troubleshooting and diagnosing computer or network issues over the phone)
• 1 year experience performing computer software installation and troubleshooting.
• 1 year experience performing hardware installation and troubleshooting.
• 1 year Customer service experience dealing with problem solving computer issues.
• 1 year experience troubleshooting network connectivity issues.
• Experience with shift work in a law enforcement or public safety environment a plus.
• Commitment to producing high-quality work.
• Consistent demonstration of ownership of tasks or issues through final resolution
• Strong communication skills, oral and written (US English required, additional languages are valued)
• Ability to receive and execute instruction in a fast-paced, critical event-driven environment, and perform duties under pressure.
• Attention to detail and capability to prioritize and focus on critical tasks.
• Experience with data entry work; ability to type accurately at least 40 wpm.

Education: 

• High School Diploma or Equivalent