Service Desk Associate III

Posting number: 07595

Department: IT & Innovation

Job classification: Service Desk Associate III

Posting type: Regular

Categories: IT and Computers, Telecommunications, Professional, Miscellaneous, Security

SummaryThis senior-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Service Desk Associate III is to provide senior-level hardware and software support for Adams County's computing infrastructure. These technicians research and resolve the most complex issues that other Service Desk agents cannot resolve, often collaborating with other teams such as Desktop, Server, Applications and Networking teams.

The anticipated hiring range for the position is $32.998 - $37.947 hourly. The full earning potential for this role is $32.998 - $47.847 hourly. Examples of dutiesYou will be responsible for accurately gathering detailed information about the customer’s issue, thoroughly documenting it into the ticketing system, and determining the best way to resolve the issue within our established SLA guidelines as the highest Service Desk Associate role. You’ll need strong analytical and problem-solving skills to be able to identify trends and create preventative solutions. Must be self-motivated, organized and able to prioritize and execute tasks while working independently. Per our County Mission statement, "to responsibly serve the Adams County community with integrity and innovation", this position will own and pursue integrity and innovation.

• You’ll act as a senior-level escalation path for issues that Tier I and Tier II associates are unable to resolve. Cross-functional communication are essential for this role, as well as the ability to be autonomous. This role may be required to liaison with other teams.
• Accurately and thoroughly record information into our ticketing system and follow up and communicate ticket information to customers when appropriate.
• Participate in problem management by identifying trends and create preventative solutions. Keep the Service Desk Supervisor informed of both problems and incidents and participate in the incident management process as Incidents occur.
• Participate in the change control process as back-up to the Service Desk Supervisor when necessary.
• Mentor Tier I and II staff for training and to aid in improving first call resolution. Approve and help develop knowledge base articles for their use.
• May act as back-up to Desktop Services when necessary for initial setup of new customers (helping with initial sign-on, email setup, windows navigation)
• Act as queue manager for triaging and processing requests for the Service Desk as needed.
• Perform front desk duties for the department, fielding walk-in requests needing assistance.
• Participate in Service Desk after hours on-call rotation duties.
• Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues.
• Perform other related duties and responsibilities as required.

Supervisory Responsibilities:

• No full supervisory responsibilities. Will act as mentor to Service Desk Associates I and II.

Qualifications

• Effective and efficient customer service skills.
• Exceptional analytical and independent problem-solving abilities.
• Self-motivated and organized; able to prioritize and execute and delegate tasks with limited direction.
• Communicate clearly and concisely, both orally and in writing.
• Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; Cloud infrastructure (Azure) and advanced networking (routing/switching), local and network-based printing; hardware diagnostics, event viewer logs.
• Ability to travel to other facilities as required within the scope of the job.

Supplemental informationExperience: 

• A minimum of five years of verifiable experience and high mastery in desktop support, Active Directory, Cloud infrastructure (Azure) and advanced networking (routing/switching), root cause analysis for complex issues that require a higher level of knowledge and technical skills. Engages in Incident and Problem Management processes as required.

Education and Training: 

• High school diploma or GED equivalent required. 
• Bachelor's Degree preferred.

License or Certificate: 

• Must possess at least two relevant certifications such as ITIL Foundations, Microsoft Certified: Azure Administrator, CompTIA Server+, or CompTIA Network+ or other equivalent certifications.
• Possession of, or ability to obtain, a valid Colorado Driver's License.

Background Check: Must pass a criminal background check.

Essential duties require the following physical abilities and work environment:

• Ability to lift a minimum of 25 lbs.
• Requires long periods of sitting at a desk, up to 8-10 hours a day.
• Repeated movements including standing, sitting, kneeling, lifting, and bending in and around customers' desks.