Description
The Level II Desktop Support Analyst’s II role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when considered appropriate and necessary. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.
Responsibilities
• Provide hardware support including installation, configuration, replacements, upgrades, and repair support for countywide hardware (i.e. desktop computers, laptops, peripherals. cell phones, and printer systems)
• Provide software support including installation, configuration, upgrades, and diagnostic support for industry standard applications, operating systems, end-users applications, utilities and all other county software
• Diagnose, troubleshoot and resolve problems with individual or multiple computer systems, including contacting vendors when necessary to resolve issues
• Document all pertinent end user information, including name, department, contact information, nature of problem or issue, equipment or software involved, and detailed resolution in the help desk system
• Maintain a first class level of customer service ensuring that all end users are treated respectfully, efficiently and in an appropriate manner while keeping them informed of the progress of the ticket
• Provide after hours and on-call support as assigned
• Participates in and coordinates the development of the department’s desktop support initiatives and strategies
• Provide technical support for data and voice network and attached peripherals
• Train and orient staff on the basic use of hardware and software
• Assist with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation of the department
• Review and evaluate our desktop computer software and hardware making recommendations, as appropriate
• Ability to properly route tickets and support issues to the correct resolution path
• Properly escalate tickets and issues to Management or Systems Administration Team
• Provides advice and assistance to the department in the planning, implementation, and evaluation of modifications to existing policies, standards, and procedures
• Represents the department at various community, business, and government meetings
• Performs miscellaneous job-related duties as assigned
Position Requirements
Formal Education & Certification
• Associate’s degree in Computer Science or Information Technology field and/or equivalent training and certifications
• A+, Net+ certifications preferred
• Microsoft MTA certification preferred but not required
Knowledge & Experience
• Three years’ work experience in the Information Technology industry
• One year experience providing end-user support
• Experience organizing, prioritizing, and scheduling work assignments
• Demonstrated knowledge of industry standard software, hardware, data networks, and client-server systems
• Demonstrated ability to work in a group, work independently and work in an interdepartmental setting
• Strong interpersonal and communication skills
Personal Attributes
• Ability to conduct research into a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation.
• Experience working in a team-oriented, collaborative environment
Posted Date
Working Conditions
• 40-hour on-site work week.
• On-Call Availability
• Ability to walk, bend, kneel, stand, and/or sit for an extended period of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
• Sitting for extended periods of time.
• Standing for extended periods of time.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Ability to lift and move 50 pounds without assistance.
• Ability to legally operate a motor vehicle.
• Ability to pass a criminal background check.
• Ability to work in all Kane County building environments.
• Ability to obtain LEADS Certification.
2024 BENEFITS SUMMARY:
Medical* – Blue Cross Blue Shield of IL
Three medical plans to choose from: 1 PPO, and 2 HMO plans
Full-time employee eligibility: 30 or more hours per week the 83%-employer/17%-employee cost share. 21 – 30 hours employee pays full rate.
Vision coverage* – Eye Med (included with medical)
Prescription Drug* – Express Scripts (included with medical)
Annual Wellness Program – (included with medical)
MERP*- Medical Expense Reimbursement Plan
This plan will reimburse you for eligible out of pocket expenses (copays, deductibles, coinsurance, and the difference in premiums) you incur if you are on another plan (such your spouse or parents plan) and elect not to enroll in one of Kane County’s medical plans.
Dental*– Cigna
2 plans to choose from: DPPO or DHMO
FSA* – Health, Dependent Care, or Transportation Flexible Spending Accounts
IMRF – Illinois Municipal Retirement Fund
4.5% Employee Contribution, vested in life pension after 10 years’ service
Provides disability coverage after one year of service
Contribute up to 10% additional with high yield return
Deferred Compensation Program – 457(b) plan through Voya
Employee Assistance Program
Tuition Reimbursement Program
Eligible after 6 months, 80% of course cost, up to $2,400 per year.
NCPERS Voluntary Group Life Insurance
AFLAC
Holidays – 14 paid days
Vacation as per Policy Handbook – Two weeks annually after one year of service.
Sick/Personal time – accrued at 5 sick days per year after 90 days of continuous employment. Unused sick/personal time is applied to extended illness bank.
Extended illness – accrue 1 day per month after 6 months of continuous employment. Extended illness time can bank up to a maximum of 240 days. For use while under the care of a physician.
*Eligible first of the month after 30 days of continuous employment
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