Help Desk Technician #1330 - Information Technology - Finance Division

Summary

Hamilton County Department of Agriculture and Consumer Services is seeking a Help Desk Technician to serve as the initial point of contact for technical support issues. The role involves responding to user requests, logging and tracking problems, and assisting in maintaining cybersecurity best practices.

Responsibilities

• Acts as first call resource for Hamilton County Information Technology Services end users by responding to telephone calls, e-mail and personnel requests for technical support
• Identifies, logs, tracks and monitors all problems to ensure that customers are assisted as quickly and efficiently as possible
• Maintains contact with users on operational and production problems
• Assists systems and programming personnel as requested
• Logs, documents and maintains history records on HCITS equipment, production and connectivity problems
• Researches and resolves technical problems involving hardware failure, Operating Systems, software applications and network access
• Assists in maintaining cybersecurity best practices by identifying suspicious activity, enforcing account security procedures, and escalating cybersecurity concerns in accordance with County policies
• Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed
• Provides remote support and basic end-user training as needed
• Performs other related duties as assigned

Skills

• A Bachelor's Degree in Computer Information Systems or Computer Science. Must possess a valid driver's license
• An Associate's Degree in Computer Information Systems or Computer Science plus two (2) years of closely related computer experience. Must possess a valid driver's license
• The equivalent of a high school diploma and four (4) years of closely related computer experience. Must possess a valid driver's license
• Knowledge of federal, state and county laws, rules, regulations, practices and procedures related to information technology systems, cybersecurity, telecommunications, and computer operating systems
• Knowledge of technical hardware and software systems analysis methods and practices
• Knowledge of Microsoft Windows operating systems maintenance and troubleshooting
• Knowledge of information system monitoring methods, practices and procedures
• Knowledge of customer service/public relations practices
• Skill following established practices and procedures
• Skill analyzing and identifying customer/client needs
• Skill monitoring and troubleshooting information operating systems and related peripherals
• Skill providing technical support and training to end users
• Skill utilizing customer service/public relations techniques when responding to inquiries and complaints
• Skill establishing and maintaining effective working relationships and collaborating with team members
• Strong verbal and written communication skills
• Strong problem-solving skills
• Strong technical/mechanical aptitude
• Skill in and strong attention to detail
• Ability to prioritize and manage multiple support requests in a fast-paced environment
• Must possess a valid driver's license
• Fluency in both English and Spanish

Qualifications

Must Haves

• A Bachelor's Degree in Computer Information Systems or Computer Science. Must possess a valid driver's license
• An Associate's Degree in Computer Information Systems or Computer Science plus two (2) years of closely related computer experience. Must possess a valid driver's license
• The equivalent of a high school diploma and four (4) years of closely related computer experience. Must possess a valid driver's license
• Knowledge of federal, state and county laws, rules, regulations, practices and procedures related to information technology systems, cybersecurity, telecommunications, and computer operating systems
• Knowledge of technical hardware and software systems analysis methods and practices
• Knowledge of Microsoft Windows operating systems maintenance and troubleshooting
• Knowledge of information system monitoring methods, practices and procedures
• Knowledge of customer service/public relations practices
• Skill following established practices and procedures
• Skill analyzing and identifying customer/client needs
• Skill monitoring and troubleshooting information operating systems and related peripherals
• Skill providing technical support and training to end users
• Skill utilizing customer service/public relations techniques when responding to inquiries and complaints
• Skill establishing and maintaining effective working relationships and collaborating with team members
• Strong verbal and written communication skills
• Strong problem-solving skills
• Strong technical/mechanical aptitude
• Skill in and strong attention to detail
• Ability to prioritize and manage multiple support requests in a fast-paced environment
• Must possess a valid driver's license

Nice to Haves

• Fluency in both English and Spanish

Benefits

• On-Site Employee Health Clinic
• No copay to utilize clinic services.
• Clinic services include routine office visits, sick visits, labs, flu shots, and more
• TextCare - Access to care 24/7 via TextCare, which is direct, unlimited access to medical care 24/7 through text message.
• (Employee access to the clinic is available from day one. A covered spouse or dependent has access as soon as their health plan coverage is effective. Children age 3 and up who are covered by the County’s insurance are eligible to be seen.)
• Telehealth - Two-way, real-time interactive communication between the patient and a practitioner through telecommunications, which may include audiovisual options.
• One to One Provider Network – Availability to utilize a network of providers that provide a high level of care at a lower copay/cost.
• Health Management Programs – Offered to help employees and their family members in managing the following health conditions: Asthma, Diabetes, Hypertension (High Blood Pressure), and Hyperlipidemia (High Cholesterol)
• Nutritional guidance – Nutritional education provided to assist in making the appropriate food /health choices.
• On-Site Employee Pharmacy
• Low-cost prescriptions available to those covered under the County health plan.
• Over the counter items offered at cost.
• RxLocal App – Mobile app provides a convenient way to stay connected and manage your health. Through the app you can request refills and ask questions.
• On-site Pharmacist available to answer questions and provide information.
• Hamilton County Government offers competitive insurance coverage to fulltime employees.
• Medical coverage is offered through Cigna to fulltime employees. The County pays a generous portion of the medical premium. Two options are available to choose from: LCP (Local Cost Plus) and OAP (Open Access Plus).
• The LCP has a smaller network that includes most providers and hospitals, with the exception of Parkridge facilities/providers.
• The OAP is a national network of facilities/providers that includes most providers/hospitals, including Parkridge.
• Dental coverage is a voluntary benefit available to fulltime employees. Three coverage options are offered: Cigna High Plan, Cigna Low Plan, and Sun Life DHMO.
• The Cigna High Dental Plan covers orthodontia for children up to age 18. A national network of dental providers is available to choose from and this plan offers out of network coverage.
• The Cigna Low Dental Plan does not cover orthodontia. A national network of dental providers is available to choose from and this plan offers out of network coverage.
• The Sun Life DHMO plan is a prepaid dental plan that offers benefits through a network of plan dentists. A dental provider must be selected when enrolling and services must be provided by that provider for benefits to apply.
• Life Insurance/Accidental Death and Dismemberment is provided through Symetra. The County provides $30,000 of Basic Life/Accidental Death and Dismemberment coverage at no cost to fulltime employees.
• Additional voluntary benefits fulltime employees have access to enroll in are as follows:
• -Individual Short-Term Disability (STD) -Voluntary Long-Term Disability (LTD)
• -Flexible Spending Account–Health Care -Flexible Spending Account–Dept. Care
• -Flexible Spending Account–Transportation -Accident Insurance
• -Critical Illness Insurance -Hospital Indemnity Insurance
• Hamilton County Government Retirement for Fulltime Employees:
• Pension – Legacy Plan (hired prior to 10/1/2015), in which the employer contributes 14.70%.
• Pension – Hybrid Plan (hired on or after 10/1/2015), in which the employee contributes 5% and the employer contributes 4%.
• 401K – Employer contributes 5% and the employee can contribute the amount of their choice.
• 457b – Employees have the option to contribute to this plan if they choose.
• Pre-Retirement Seminar:
• Hamilton County Human Resources provides a pre-retirement seminar to those considering retirement, two times per year (1st and 3rd quarter of each year). Seminar topics covered may include:
• Health insurance assistance, Medicare info and counseling.
• Internal steps to take when an employee is ready to retire.
• Estate Planning
• Personal Financial Planning
• TCRS (Tennessee Consolidated Revenue Service) – Ham. County Pension
• Deferred Compensation/457 Plan – Nationwide
• Social Security Benefits
• Parental Leave:
• Hamilton County provides eight (8) weeks of paid maternity leave and two (2) weeks of paid paternity leave following the birth of a child or placement of a child with an employee in connection with adoption (age 13 or younger) or foster care.
• Paid Time Off:
• Hamilton County Government provides generous paid time off (PTO) to fulltime employees from the start of employment.
• Years 1 – 5: an employee will accrue 5.85 hours of leave, per pay period.
• Years 5 – 10: an employee will accrue 6.77 hours of leave, per pay period.
• Years 11–15: an employee will accrue 8.31hours of leave, per pay period.
• Year 15 and each year thereafter, an employee will accrue 8.93 hours of leave, per pay period.
• At each anniversary, an employee can roll over up to 80 hours of unused PTO into their leave bank. (Up to 800 hours for employees hired on or after 1/1/2013).
• Paid Holidays:
• Hamilton County Government provides thirteen (13) paid holidays to fulltime employees.
• New Year’s Day Independence Day
• M.L. King’s Birthday Labor Day
• President’s Day Veteran’s Day
• Good Friday Thanksgiving (2 days)
• Memorial Day Christmas (2 days)
• Juneteenth
• Wellness Facility:
• Hamilton County Government provides a 24/7 fitness center, free of charge, to County employees and family members (age 14+) covered under the County's health plan. The fitness center offers cardio and strength-training equipment, along with group exercise classes throughout the year. (which may include Zumba, spin, yoga, etc.)