Service Desk Technician

Career Opportunities with Camden County Board of Commissioners

A great place to work.

Careers At Camden County Board of Commissioners

Current job opportunities are posted here as they become available.

The Service Desk Technician provides frontline technical support to county employees. Responsibilities include troubleshooting hardware/software issues, handling help desk tickets, setting up new devices, and offering basic AV assistance for smaller conference rooms. Escalates complex problems to the Network/Systems Admin or AV Engineer as needed.

MAJOR DUTIES

- User Support: Monitor and respond to help desk tickets in a timely manner; diagnose and resolve common IT issues involving hardware, software, or connectivity.
- Device Deployment: Configure and deploy desktops, laptops, phones, tablets; manage device inventory and track equipment assignments.
- VOIP & Basic Network Tasks: Assist with phone setups, password resets, and basic network troubleshooting under supervision of the Network Admin.
- AV Support: Provide routine setup and minor troubleshooting for conference room AV systems; elevate larger AV tasks to the AV Engineer.
- Documentation: Maintain records of help desk requests, resolutions, and common troubleshooting steps in a shared knowledge base.
- Collaboration: Coordinate with the Security & Compliance Specialist on endpoint security policies and patches; elevate advanced tasks to Systems Admin or Network Admin as needed.
- Customer Service: Communicate effectively with end users of varying technical skill levels; remain calm and resourceful in high-demand situations.

ADDITIONAL DUTIES

- Performs other work as required or when directed by administration.
- In the event of an emergency, all Camden County employees are considered essential and may be required to perform alternate duties.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform. The omission of specific statements of duties or responsibilities does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

KNOWLEDGE REQUIRED BY THE POSITION

- Knowledge of customer service principles and practices.
- Knowledge of technical analysis, diagnostics, and IT problem resolution issues.
- Knowledge of computer hardware, software, and peripheral devices.
- Knowledge of audio and video equipment.
- Knowledge of computer hardware and software deployment principles.
- Skill in troubleshooting and resolving computer hardware and software problems.
- Skill in problem solving.
- Skill in prioritizing and planning.
- Skill in interpersonal relations.
- Skill in oral and written communication.

SUPERVISORY CONTROLS

The Chief Information Officer assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include industry best practices; NIST guidelines; manufacturer installation, operations and repair manuals; and department and county policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY/SCOPE OF WORK

- The work consists of related customer service and technical duties. Frequent changes to industry standards contribute to the complexity of the position.
- The purpose of this position is to provide technical support for IT and AV end users. Successful performance contributes to the efficiency and effectiveness of a variety of county operations.

CONTACTS

- Contacts are typically with coworkers, other county employees, vendors, and the general public.
- Contacts are typically to exchange information, resolve problems, and provide services.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

- The work is typically performed while intermittently sitting, standing, or stooping. The employee frequently lifts light and occasionally heavy objects, climbs ladders, uses tools or equipment requiring a high degree of dexterity, and distinguishes between shades of color.
- The work is typically performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

MINIMUM QUALIFICATIONS

- Education: High school diploma or equivalent required; some college or technical training preferred.
- Experience: 1–2 years in an IT support/help desk role or equivalent experience.
- Certifications: CompTIA A+ or similar entry-level cert preferred.
- Skills: Strong troubleshooting, interpersonal communication, and organizational skills; fundamental knowledge of Windows, Microsoft Office, M365 and basic networking concepts.
- Possession of valid driver's license issued by the State of Georgia for the type of vehicle or equipment operated.

#J-18808-Ljbffr