Service Desk Operations

• Create, triage, and update service request and incident report tickets for incoming requests for technical assistance.
• Creation, updating, and tracking of service request and incident report tickets results in the operation of the Service Desk as the single point of contact for all of the county's computer user's needs.
• Identifies, diagnoses, and resolves tier-one technical problems for users of computer software and hardware, county network, the Internet and new computer technology in a call center environment; communicates solutions to end-users.
• Manages the end-to-end lifecycle for user reported issues and tracks status, as well as communicates progress in a timely manner; general technical support service is provided by way of telephone, email, remote desktop session and in-person for walk-in customers.
• Escalates unique, complex, or highly time consuming problems to higher tier subject matter experts.

Provisioning Support

• Deploying or removing employee computing systems, services and access rapidly as to minimize downtime.
• Administration of incoming, transferring, and departing employee's access credentials and privilege.
• Perform data retention activities on departing end user's computer and network drives in accordance with the agency's public disclosure request guidelines and policies.
• Process employee action requests to facilitate the provisioning, transferring, and de-provisioning of new hire, transferring, and departing employee's hardware, application, and network related information technology services.

Other Job Duties

• Participates in meetings, in-service training, workshops, etc. for the purpose of gathering information required to perform job functions.
• Other duties as assigned, to include special projects resulting in process, technology, and customer satisfaction improvements.

EXPERIENCE AND TRAINING

1. Graduation from high school; AND
2. Two years of computer applications experience related to area of assignment; OR
3. Any satisfactory combination of work, education, training, or experience relevant to the position, as determined by Marion County

Preferred Qualifications
Familiarity with Office 365 and related products.

SPECIAL REQUIREMENTS

• Must possess a current driver's license in the applicant's state of residence and an acceptable driving history. Marion County will obtain a copy of the driving record for all qualified applicants from Driver and Motor Vehicle Services and review the driving record according to the Marion County policy and procedure for Driving on County Business. The policy can be found at: http://apps.co.marion.or.us/APAP/.
• The finalist for this position will be required to pass a criminal history background check, including finger printing; however, conviction of a crime may not necessarily disqualify an individual for this position.
• This assignment is represented by a union.
• This is a full-time position, which is eligible for overtime.
• Typical Work Schedule: Monday through Friday, days, with flexibility depending upon the needs of the department and program.

KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of computer software applications; computer hardware and features of operating systems.

Skill and ability to operate computers and perform operator maintenance; install computer application updates and modify applications according to work site requirements; assist users with routine computer operations; communicate effectively with users.

PHYSICAL REQUIREMENTS
Operates a motor vehicle; sees using depth perception; stands; sits; moves about the work area; bends forward; stoops; climbs 1 floor of stairs; crawls; reaches overhead; lifts up to 40 lbs.; pushes and pulls up to 25 lbs.; moves carts weighing up to 100 lbs.; carries up to 20 lbs.; operates a keyboard; speaks clearly and audibly; reads a 12 pt. font; distinguishes colors and shades; hears a normal level of speech; and works in areas that may be exposed to dust.