Help Desk Technician

Class specifications are intended to present a descriptive list of the range of duties performed by employees in the class. Specifications are not intended to reflect all duties performed within the job.

Description:

Under general direction of the Information Systems Supervisor the Help Desk Technician/Senior provides support across all areas of the Agency. This position supports end user business technology systems and information needs. This includes any necessary hardware software networking compliance security support and training.

DISTINGUISHING CHARACTERISTICS:
This is an exempt position that reports directly to the Information Systems Supervisor. The Help Desk Technician/Senior supports the Information Systems Supervisor in the delivery of services across the Agency to provide for and manage business technology and information system hardware and software maintenance end user support and training and the planning and specification of business technology. This position is the Agencys primary first-level IT support and assists end users and consultants with a variety of technological hardware and software needs including assisting staff with selection installation integration maintenance and support of technology needs.

Work is performed within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives and to apply concepts plans and strategies in ways which may deviate from traditional methods and practices. All work is expected to be carried out in an ethical accurate secure timely and confidential manner. The incumbent must be familiar with software and systems related to computer operating systems security networking data backup and recovery and office productivity.

The Senior Help Desk Technician is distinguished from Help Desk Technician by the level of responsibility assumed complexity of duties assigned independence of action taken and amount of time spent performing the more complex duties. Employees at the Senior level receive only occasional instruction or assistance as new or unusual situations arise.

EXAMPLES OF ESSENTIAL DUTIES:

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

• Understand and implement system imaging and configuration.
• Configure computer systems with user-specific software and system settings.
• Perform workstation setup and imaging for all hardware and software for employees.
• Performs support and ensures data integrity for applications including but not limited to Windows 7 8 10 MS Office Outlook Visio Adobe Acrobat Internet Explorer Google Chrome Android OS Apple iOS.
• Provide first level support using help desk ticketing system for technical needs including trouble-shooting hardware software applications printers projectors and A/V equipment in a timely manner.
• Provide support for mobile devices.
• Provide limited network support.
• Understand and elevate problems properly based upon severity.
• Provide support for home office business technology needs.
• Provide orientation and training to new users of existing and new technology.
• Maintain current and accurate inventory of technology hardware software and other resources.
• Recommend improvements for existing business technology and information systems by identifying enhancement opportunities and developing implementation strategies.
• Provide input for Agency policies and procedures for business technology and information systems development operation and use.
• Support the Information Systems Manager and coordinate with staff to identify technology and information system needs and determine appropriate solutions.
• Other duties as assigned.

In addition to the Help Desk Technician duties listed above the Senior Help Desk Technician is required to:

• Assist the Information Systems Supervisor to plan and direct the efficient and effective operation maintenance and security of the Agencys business technology and information systems consistent with current industry standards practices and technologies.
• Maintain organizations effectiveness and efficiency by supporting strategic plans for implementing information technologies.
• Research and resolve production problems using debugging tools tests debugs and upgrades applications for new and existing hardware and software releases.
• Assist the Information Systems Manager in preparing and administering the annual and long-term business technology and information systems budget and monitor and control expenditures to stay with the approved budget.
• May provide occasional instruction to the Help Desk technician and/or serve as lead in the series.

KNOWLEDGE OF:

• Business technology and information systems design implementation and operation including but not limited to Windows 7 through 10 MS Office Outlook Visio Adobe Acrobat Internet Explorer Google Chrome Android OS Apple iOS SharePoint basic SQL Server support.
• Information system end user maintenance and support.
• Experienced with basic network installation administration and security.
• Experienced with system hardware and software installation and upgrades.
• Experienced with MS Office 365 Outlook and Exchange 365.
• Experienced with Active Directory and user permissions.
• Experienced with system imaging.
• Experienced with ticketing systems.
• Troubleshooting and resolution mitigation etc. techniques.
• Principles and practices of work management methodologies and customer service concepts.
• Principles of business letter writing and technical documentation.
• Structure and content of the English language including the meaning and spelling of words and rules of composition and grammar.
• Basic business arithmetic as it applies to the position.
• Pertinent laws codes and regulations as it applies to the position and the Agency.

SKILLED IN:

• Maintaining sensitive and confidential information while supporting Agency business technology and information systems.
• Familiar with change management skills to minimize data loss during upgrades or troubleshooting ideally be able to test changes to be implemented in a test environment prior to release to Agency network.
• Maximizing interoperability of computers smartphones servers and network hardware.
• Resolving problems and situations in the workplace.
• Drafting professional correspondence and letters independently or from brief instructions.
• Organizing work setting priorities meeting critical deadlines and following up assignments with a minimum of direction.
• Maintaining accurate records and files.
• Communicating clearly and concisely both orally and in writing.

ABILITY TO:

• Troubleshoot various business technology and information system issues.
• Analyze system performance and develop strategies to improve or optimize system operations.
• Analyze user needs and identify appropriate technology solutions.
• Maintain complete and accurate records and prepare clear and concise reports.
• Communicate clearly and effectively both orally and in writing with an emphasis on team building and interpersonal relationships.
• Use initiative and independent judgment within the appropriate management and supervision guidelines of the Information Systems Manager.
• Establish and maintain effective working relationships with those contacted in the course of work.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT:

The conditions herein 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 job functions.

ENVIRONMENT: Work is primarily performed in a standard office setting with some travel from site to site; exposure to noise dirt dust traffic electrical energy and high voltage; may work irregular hours; work and/or walk on various types of surfaces including slippery or uneven surfaces and rough terrain; opportunity and requirements to interact with the general public and property owners contractors suppliers and state federal county and other public agencies.

PHYSICAL: Primary functions require sufficient physical ability and mobility to work in an office setting and in a field environment; to stand or sit for prolonged periods of time; to occasionally stoop bend kneel crouch reach and twist; walk on uneven terrain loose soil and sloped surfaces; to lift carry push and/or pull up to 35 lbs. while walking up to two flights of stairs; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; to travel to other locations; to operate equipment and vehicles; and to verbally communicate to exchange information.

VISION: See in the normal visual range with or without correction.

HEARING: Hear in the normal audio range with or without correction.

MINIMUM QUALIFICATIONS:

The minimum and preferred requirements are listed below. While the following requirements outline the minimum qualifications the Agency reserves the right to select applicants for further consideration who demonstrate the best qualifications match for the job. Meeting the minimum qualifications does not guarantee further participation in the selection process.

Help Desk Technician:

EDUCATION:

Bachelors degree from an accredited university in computer science information systems information security or closely related discipline highly preferred.

EXPERIENCE:

Must have 1 year of related experience in computer science information systems information security or closely related discipline.

Senior Help Desk Technician:

EDUCATION:

Bachelors degree from an accredited university in computer science information systems information security or closely related discipline highly preferred. Or 4 years equivalent combination of education and/or experience may be substituted for the listed qualifications.
EXPERIENCE:Must have 4 years of related experience in computer science information systems information security or closely related discipline.

LICENSE and CERTIFICATION:
Possession of and ability to maintain a valid California driver license.

POST OFFER/PRE-EMPLOYMENT PHYSICAL:

Employment is subject to passing a physical examination including a drug test and a pre-employment background check.

Help Desk Technician

The Yuba Water Agency invites qualified candidates to apply for the Help Desk Technician or Sr. Help Desk Technician position within the Information Systems Department. This is an outstanding opportunity for an entry level or experienced professional to join a highly motivated workforce in an incredible work environment.

Established in 1959 the Yuba Water Agency is a stand-alone public agency governed by a board of seven elected officials to serve the people of Yuba County. The agency owns and operates the Yuba River Development and Narrows 1 Projects which includes New Bullards Bar Log Cabin and Our House dams. Water released from New Bullards Bar travels to the New Colgate and Narrows I and II powerhouses where it is used to generate renewable carbon-free electricity. Nestled in the beautiful foothills of the Sierra Nevada mountains the Yuba River Development Project significantly reduces flood risk and ensures a reliable water supply for the people of Yuba County.

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