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Help Desk Technician (INFORMATION TECHNO
- Work at Home Jobs, Work from Home Jobs
Applicant Category: Professional
Requisition Code: Work at Home
Two Initials of Recruiter: WH
System Date: 10/30/2006
System Time: 09:24:17
Document Name(40): Help Desk Technician (INFORMATION TECHNO
Source: WashingtonJobs.com - USA
SearchTerms: "work at home" "work from home"
URL(80): http://www.washingtonpost.com/wl/jobs/JS_JobSearchDetail?jobid=22574486&jobSumma
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Help Desk Technician (INFORMATION TECHNOLOGY (Requisition # 2143) .
ORIGINAL JOB LISTING
Job Posting .
Position - Working Title (Class Title) .
Help Desk Technician (INFORMATION TECHNOLOGY TECH II - N) .
Recruitment Type; Recruitment End Date .
11/2/2006 .
Requisition ID; Location .
2143; 101 Monroe Street .
Department; Position Type - Position End Date .
TECHNOLOGY SERVICES; Permanent Full Time - .
Minimum Salary; Maximum Salary .
$34,123 Annually; $56,024 Annually .
Job Description .
The employee's primary responsibility is to monitor, respond to and resolve service requests and problem reports received via the IT Help Desk Customer Service phone line, HelpIT email inbox, service desk system (Magic/BMC Service Desk Express) work queue tickets, and automated email alerts to the Help Desk Services team. Employee will coordinate with other County departments, contractor providers, and DTS staff, on operational and technical matters. Position requires excellent oral and written communications skills.
Employee will also perform technical and customer service administrative functions such as:
* Updating and maintaining service desk system data
* Performing customer satisfaction surveys, escalating issues, maintaining survey database, and producing reports
* Preparing ad hoc reports and recurring activity reports
* Updating IT Help Desk web site documentation
* Providing training to and assisting IT support staff in use of the service desk system
* Coordinating with other IT support teams and end-users
* Providing end user support for software and operational issues
* Maintaining, managing and providing reporting on software licenses .
Minimum Qualifications Statement .
Please review the minimum qualifications listed for this position. Applicants must meet all the minimum qualifications in order to be considered eligible. If you do not meet all the listed minimum qualifications your application will not receive further consideration. .
Minimum Qualification Education .
High School Diploma or GED .
Minimum Qualification Experience/Licensure/Certification .
Experience: Two (2) years of experience related to the position providing customer service and/or support to technology users and/or technology specialists.
Equivalency: An equivalent combination of education and relevant experience may be applied. Position requires ability to lift boxes containing computer support items and equipment such as printers, computers, modems and monitors up to 50 pounds. .
Minimum Supervisory Experience; Hours per Week .
None; 40 .
*Have you read the minimum qualifications for this position?Yes No .
Preferred Criteria .
The selection process for this position will consist of an evaluation of your training, education, and experience in the following areas. .
Resumes should include information specific to the preferred criteria listed below.:
1. Experience working in a customer service organization of a large enterprise
2. Experience providing hands on support
3. Experience using and supporting applications: Word, Access, Excel, PowerPoint, Outlook, etc.
4. Experience and ability to quickly react to change, multi-task and prioritize work assignments.
If selected for consideration for this position, you may be required to provide evidence that you possess the knowledge, skills, and abilities indicated on your resume.
Examination Process; Medical Exam; Foreign Language .
Training and Experience; Physical and Drug and Alcohol Screen; No .
Drivers License; Position Status .
None; General .
Background Investigations; Financial Disclosure .
No; No .
Department Description .
The Department of Technology Services (DTS) assists the County in using information technology where it adds the most value and increases productivity. The Department's efforts also help to deliver information and services to citizens at work, at home, and in the community. .
Montgomery County Government Homepage
Visit or stay with us awhile and you'll soon discover what the rest of us already know -- that Montgomery County, Maryland is a great place to live, work, do business or simply enjoy the pleasures of life.
Conveniently located between Baltimore and Washington, Montgomery County offers cultural, educational, employment and business opportunities that few communities can match.
Joining county residents in this success is County government. We are proud to offer our residents some of the best services in the nation.
Montgomery County is an Equal Opportunity Employer, and merit system employment is governed by a merit system. In order to be considered for employment in the merit system, candidates must apply and compete for an announced position.
Montgomery County currently provides most employees with such benefits as:
Annual Leave, Dental Insurance, Health Insurance, Holidays (9 days per year), Life Insurance, Long-Term Disability Insurance, Periodic Pay Increases, Personal Leave (2 days per year), Retirement Plan, Sick Leave, Training and Development Opportunities, Tuition Assistance, Vision Care, and many more! Benefits are subject to change.
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