General Summary
Under general supervision, performs a variety of activities requiring independent judgment and accuracy. Provides computer technology support under the direction of the supervisor and/or director.
Essential Duties

Provides helpdesk support and resolves problems to end user's satisfaction as feasible. Serves as resource to other technical support staff, and assists in diagnosing and troubleshooting computer, software or network malfunctions.
Utilizes online helpdesk database and tracking system.

a. Monitors and responds promptly and effectively to requests received.
b. Monitors helpdesk tickets assigned to queue, and processes on first-in, first-out priority.
c. Identifies help desk requests involving more complex or network-wide issues, or communications system, notifies supervisor, and initiates immediate repairs or corrections.

Responds to equipment malfunctions by referring to operating instructions or advising supervisor of major malfunctions. May contact vendors for service call assistance in repairing or correcting equipment malfunctions.
Assists in ensuring data integrity and information security by monitoring for system breaches, including incidents involving protected health information and notifies supervisor.
Modifies configurations, utilities, and software default settings based on established protocol for local workstation. Ensures each workstation has necessary equipment based on protocol
Assists with onboarding/offboarding, or status changes of users.

a. Assigns users and equipment to proper groups.
b. Adds users to proper group within phone system.

Installs, tests and configures new or modified workstations, peripheral equipment and software based on predefined setup.
Updates inventory of equipment, software and software licenses
Performs timely workstation hardware and software upgrades as required.
Documents problems and user issues, and reports to supervisor.
Supports training of staff in use and proper application of databases, group sites, software, hardware, and communications. Assists in training and supporting other technical support staff.
Performs other duties and responsibilities as necessary in response to emergencies, workloads or staffing shortages. Works flexible hours as needed.
Supports training of new co-workers and staff in use and proper application of databases, manuals, and office equipment and software.

Other Duties & Responsibilities

May complete special projects such as data compiling and entry, filing, mailing, copying, and so forth as requested.
Maintains up-to-date vaccines including flu (influenza,) in accordance with CDC guidelines: Recommended Vaccines for Healthcare Workers.

Minimum Qualifications

Associates Degree in Information Technology or related field; or High School Diploma or GED with two to three years related experience
Knowledge related to computer technology and network systems.
Willingness to stay current with trends in computer technology
Reliable transportation with current driver's license and certificate of insurance to travel to other offices for technical support, training, and meetings.
Interpersonal and communications skills to gather and exchange information, respond to more complex questions, and assist in orienting and training others.
Able to work independently and make well informed decisions
Excellent communication skills including advanced computer skills
Acceptable personal traits to understand and be a supportive team member, and guide and assist other technical support staff.

Environment & Effort

General office setting in health department facilities.
Performance of essential duties requires speaking, hearing, and repetitive motions (typing/data entry.)
Generally sedentary work; occasionally requiring lifting up to 50 pounds, and using force to lift, carry, or move objects such as hardware, printers, and other peripheral equipment. Frequent grasping and manipulating hand tools and cable connections, and reaching, stooping, bending, kneeling and crawling to install work stations.
Visual effort: constantly required in viewing computer display, and reading technical manuals.
Mental effort: constant interruptions, and continual review and verification of data and information, and investigating and following up on questions or documentation errors.