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Montgomery County, PA · 2 months ago

Help Desk Operator

Norristown, PA

Full-time

Onsite

Mid, Senior Level

$24/hr - $32/hr

5+ years exp

Montgomery County, PA is seeking a Help Desk Operator to provide helpdesk support solutions including software and hardware diagnostics and troubleshooting. The role involves assisting in software installation, using call tracking software to log support requests, and diagnosing issues while maintaining communication with management and users.

GovernmentLaw EnforcementPublic SafetySocial Assistance

Responsibilities

Provides 1st and 2nd level phone support for all County departments

Must have working knowledge of Microsoft Active directory, specifically user account creation, deletion and rights modification

Logs all support requests into Helpdesk tracking system

Maintain a complete log of helpdesk call activity in the current tracking software for use by management to monitor issues

Communicate with management, fellow team members, internal customers (user) local and remote

Responsible for diagnosing and fixing issues or escalating issues to Manager, Developers, Vendors or Network Team for further handling

Troubleshoot/install/update software and hardware failures (for both PC and MAC) and identifies network problems when they relate to personal (desktop or laptop) computers and peripherals

Provide ticket status updates to end users, Service Desk, and management as required, including updating ticketing systems (with attention to detail in the documentation and resolution)

Escalate tickets when appropriate and necessary

Must have excellent written and oral communication skills

Solicits appropriate direction from the Systems Specialist or senior staff

Follows up on Helpdesk calls accordingly, keeps track of progress on all assigned calls and escalates accordingly

Completes all training assignment satisfactorily

Contribute to a positive office environment

VoIP experience is a plus

Troubleshoot with and explain technical issues to novice users

Sending communication to departments and users on behalf of other accounts

Ability to support and guide users on mobile device software installation in addition to mobile device policies

Track billing and payments for data requests

Familiar with Exchange 2015, Office 365 mailboxes, and Azure

Qualification

Microsoft Active DirectoryHelpdesk tracking softwareTroubleshooting software/hardwareA+ certificationNet+ certificationMicrosoft certificationsVoIP experienceExchange 2015Office 365AzureCommunication skillsTeamwork

Required

High School Diploma

5 years of technical experience

Ability to keep current with and maintain a working knowledge of Personal Computers, peripherals (printer, scanners, KVM switches and associated software in a Local Area Network environment.)

Must be able to work independently or part of a team

Must possess strong communication skills in support of a customer-oriented environment