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Help Desk Technician II

County San Bernardino

Help Desk Technician II

San Bernardino, CA
Full Time
Paid
  • Responsibilities

    Help Desk Technician II Salary $40,476.80 - $55,640.00 Annually Location Throughout San Bernardino County, CA Job Type Full-time Department Multiple County Departments Job Number 18-01027-02 Closing 10/19/2018 5:00 PM Pacific The Job The County is recruiting for Help Desk Technicians II who are part of a Service Desk that provides first and second tier technical support on a variety of computer related issues and gathers information required for system changes/modifications or enhancements. Help Desk Technicians II are responsible for remotely receiving and processing orders to troubleshoot computer and printer related issues, installing, disconnecting, or repairing a variety of data cables, circuits, telephones, video, audio, electronic mail, host computer connections, internet, wide area network, and other supported departmental computer systems and applications. Help Desk Technicians II are responsible for following up on open service requests and monitoring, documenting, and logging all requests for service through the department's Service Desk software. Incumbents resolve complex service/trouble calls remotely, troubleshoot departmental hardware and software problems, assign and review advanced level service/trouble call ticketing, ensure correct budget codes are assigned to tickets, follow-up on open service/trouble tickets, and create and update Help Desk procedures. For more detailed information, refer to the job description. Minimum Requirements Experience - Applicants must meet one of the following options: Option 1: Eighteen (18) months in a customer service environment providing IT technical support via the telephone for computerized systems, answering a minimum of 50 calls per day. Option 2: Eighteen (18) months of experience providing desktop support in a professional work environment. --AND-- Education - Applicants must meet one of the following options: Option 1: Fifteen (15) semester or twenty-three (23) quarter units of computer technology, computer science or closely related coursework. Option 2: 150 hours of formal instruction of post-high school coursework in computer technology. Substitution: Six (6) additional months of qualifying experience may substitute for the required education. Desired Qualifications The ideal candidate will have six (6) months of recent experience, within the past 3 years, in a large corporation or public agency environment providing technical support via remote access or telephone, answering 100 or more calls per day, and corrected typing speed of 45 - 50 words per minute. Excellent oral communication skills are highly desirable. Selection Process There will be a competitive evaluation of qualifications based on the information provided in the Application and the Supplemental Questionnaire. You are encouraged to include detailed descriptions of your qualifying experience and skills, as only the most highly qualified applicants will be referred to the Department. All communications regarding the selection process will be via email. Applicants are encouraged to check their e-mail frequently to learn additional information regarding this recruitment. Check your GovernmentJobs account for notifications. Update your firewalls to allow e-mails from San Bernardino County through governmentjobs.com. Update your Spam, Junk, and Bulk settings to ensure it will not spam/block/filter communications from email addresses with the following domain "@hr.sbcounty.gov". Finally, be sure to keep your personal information updated. Taking these steps now will help ensure you receive all communications regarding this recruitment. . Technical & Inspection Unit The County of San Bernardino offers a range of benefit programs for employees and their eligible dependents. These include health, dental, vision, and life insurance, as well as a variety of voluntary benefits. Programs and benefit amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked. For a summary of benefits,* please click . Refer to the appropriate MOU, contact the County's Employee Benefits and Services Division at (909) 387-5787 or visit the Benefits website for more detailed information at . Retirement benefits subject to change. 01 Instructions: The information on the Application and your responses to the following supplemental questions will be used in a determination of minimum and desired qualifications . I understand. 02 Education: If you do not possess an Associate's degree or higher in Computer Technology, Computer Science or a closely related field, you MUST provide your coursework. List the school, course title, course number, and number of units (semester or quarter) earned. Example: CSUSB, Computer Science I, CSE 201, 4 qtr units In lieu of listing your coursework you may also attach your unofficial transcripts to the application. I have attached to the application. I possess an AA degree in computer technology, computer science or closely related field. I possess a BA or BS in computer technology or computer science or closely related field. I have completed 150 hours of post-high school training and have attached or submitted my certificate of completion. None of the above. 03 Experience: Select below which best describes your work experience: Please ensure that all experience referenced on the supplemental questionnaire is clearly described in the Employment History section of your application. I possess at least eighteen (18) months in a customer service environment providing IT technical support via telephone for computer systems, answering a minimum of 50 calls per day. I possess at least eighteen (18) months of experience providing desktop support in a professional work environment. None of the above. 04 Experience: Select below the area(s) in which you have specific experience: Please ensure that experience referenced on the supplemental questionnaire is clearly described in the Employment History section of your application and includes the number and types of hardware/software/telecommunication devices supported. Help Desk Support System Support Telecommunication Devices None of the above. 05 Business Systems: Indicate the business systems and/or legacy systems you have supported. Check all that apply. Peoplesoft SAS CNI Computer Aided Dispatch JIMS EHR Meditech None of the above. 06 Typing/Keyboarding Speed: Indicate your corrected typing/keyboarding speed. 45+ wpm 35 - 44 wpm 25 - 34 wpm 0 - 24 wpm 07 ** ATTENTION GMAIL USERS* We have become aware of an increase in Gmail's spam filter sensitivity. Due to this change, it is possible that emails coming from San Bernardino County Human Resources may be marked as spam and will not make it into your Gmail inbox. For your convenience, the attached PDF document contains a step-by-step guide to create and apply filters within Gmail. Click this link to . Once downloaded, follow the instructions so that you will receive future emails from San Bernardino County Human Resources. Note: If you apply the filters and still do not receive emails from San Bernardino County Human Resources you can check your www.governmentjobs.com (Neogov) account inbox. All notifications will appear there. I understand. 08 Thank you for taking the time to complete this application. Please be sure to review your application prior to submission as it will be evaluated as is. I understand. Required Question Agency County of San Bernardino Address 157 West Fifth Street, 1st Floor San Bernardino, California, 92415-0440 Phone (909) 387-8304 TTY Users: 711 Website

  • Industry
    Government Administration