Job Description

Overall Job Objective

What Success Looks Like In This Job

This 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 Technical Help Desk Associate III (Tier 3) 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 help desk levels have been unable to fix.

Examples of Duties for Success

  • First and front line direct technical support for end users
    1. Personally follow up with users on requests
    2. Troubleshoot problems and directly bring to resolution or escalate to next tier administrator support when necessary
    3. Thoroughly document problems and solutions in the Help Desk utility.  Personally create Help Desk ticket for problems that are discovered or reported outside the normal Help Desk process.
    4. Refer system enhancement and security permission requests to responsible system administrators
    5. Refer new acquisition requests to Manager
    6. Coordinate and monitor resolution activities and proactively communicate progress to users
    7. Follow up with system administrators and Manager on deferred issues
    8. Contact and follow up with vendors on third party maintenance issues
    9. Install and rebuild client workstations
      1. Load and configure client software according to department standards
      2. Submit Change Control documentation for all non-standard configurations
      3. Develop, manage and deploy desktop images
      4. Install, disconnect, and move computer equipment; performs shipping and inventory activities
        1. Handle relocation of all IT supported equipment between offices and buildings
        2. Accurately manage inventory of technology equipment, documenting all status and location changes
        3. Responsible for mobile device support.
          1. Connect, support and troubleshoot smart phones and tablets as related to agency data usage and retrieval
          2. Support Mobile Data Computers (MDC) and their computer aided dispatching (CAD) and GPS connectivity
            1. Manage installs and mounting in Patrol vehicles
            2. Support mobile handheld e-citation devices
            3. Support additional peripheral devices on the network (including but not limited to)
              1. Printers, (laser, label, receipt, e-citations)
              2. Wave Pedals
              3. UPSs
              4. Training and classroom support
                1. Provide support for the Sheriff’s Academy
                  1. Assign laptops and provide training for new classes
                  2. Assist with class graduation
                  3. Assist with technical training for FTO programs
                  4. Provide computer setup and support for Deputy and Sergeant testing
                  5. Participate in a weekly on-call rotation with other IT staff
                  6. Travel to agency buildings as required to support agency needs

                  Qualifications for Success

                  • Associate's degree in Computer Science or an equivalent combination of education and work experience. 
                  • 2 years professional experience in providing help desk support for Windows clients and Microsoft Office products in a networked enviornment. 
                  • 2 years professional experience in building and configuring desktop and laptop computers.
                  • 2 years professional experience troubleshooting printer and peripheral device problems. 
                  • Valid Colorado driver's license. 

                  More Qualifications for Success

                  • Knowledge of: Desktop and laptop computers, printers, peripheral devices; networking fundamentals; configuring and installing computer hardware and software; IT administrative software tools; Microsoft Windows Desktop Systems and Office products; Internet; basic mathematical functions; proper grammar, spelling, punctuation and writing techniques
                  • Strong sense of teamwork.  Able to work with a small team in support of a wide range of law enforcement specific technologies
                  • Ability to: communicate clearly and concisely; organize, prioritize, and multi-task; work under pressure and time limitations; exercise initiative, common sense, and proper judgment; read and interpret technical instructions; acquire knowledge through observation and on-job practice; safely operate a motor vehicle
                  • Excellent sense of customer service.  Ability to work in support of public safety officers who may require prompt, urgent assistance
                  • For all applicants, this is a reminder of the original job posting where it stated: "Applicants may be excluded from further consideration at any point in the hiring process. By Sheriff’s Office policy, the reasons why an applicant is not selected for hire will not be discussed with the applicant. There is no flexibility with this policy. If an applicant receives notice of elimination from the hiring process, it simply means the applicant’s qualifications do not fit the Office’s needs at this time. This determination does not preclude the applicant from applying to other agencies."

                   

                  Application Instructions

                  Please apply for this position by following the link provided below. A new window will open on your screen and you will be directed to the Adams County Government employment website. From there, please follow the application directions provided. PLEASE MAKE SURE TO SAY YOU SAW THE AD ON JOBING.COM!

                  Apply Online