Job description
Mission:
To be a reliable and proactive agency that protects and serves the community equally
Vision:
To provide a trusted and respected service to our community through strong leadership, professionalism, and innovation.
Values:
Technical Helpdesk I Pay Range - $50,676.73 - $70,947.42 (T08) - Internal pay grade)
Technical Helpdesk II Pay Range - $56,940.37 - $79,716.52 (T10 - internal pay grade)
Adams County Sheriff’s Office is looking for a technically savvy problem solver to join our team as a Technical Help Desk Associate I or II.
Are you someone who loves helping other with technical problems?
Do you have a get-it-done attitude?
Are you looking for meaningful, fulfilling work?
If so, apply today!
Position Summary:
Technical Help Desk Associate I- This entry-level position (Tier 1) will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity.
The primary responsibility of the Technical Help Desk Associate I (Tier 1) is to provide first-level hardware and software support for Adams County Sheriff's Office computing infrastructure; filter Help Desk calls and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Tier 2, Tier 3, and applications support as needed.
- Experience: One (1) to two (2) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
- Education and Training:
- High school diploma or GED equivalent required.
- Associate's Degree preferred.
- License or Certificate: None.
- Background Check: Must pass a criminal background check.
Technical Help Desk Associate II- responsible for operating the Sheriff’s Help Desk and the first line of technical support for all Sheriff’s Office personnel. This position is responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware, software applications and programs as necessary to reduce downtime on end-user productivity. This role proactively communicates and collaborates with IT Team members to bring about resolution to complex problems and participates in the 24/7 on call cellular rotation.
- Experience: One (1) to two (2) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity.
- Education and Training:
- Associate Degree or higher is required for the Technical Helpdesk II position
- License or Certificate: None.
- Background Check: Must pass a criminal background check.
- Assist customers remotely over the phone, via remote control software or in person.
- Troubleshoot and resolve desktop, software, peripheral, and clinical application issues.
- Troubleshoot and resolve mobile computing and communications device issues, e.g. smartphones and tablets.
- Act as an initial escalation path for issues that require advanced troubleshooting or work beyond established time frames.
- Configure and deploy desktops, laptops, monitors, and related peripherals to end-users.
- Facilitate warranty service where applicable.
- Accurately and thoroughly record information into ticket tracking software.
- Follow up and communicate ticket information to users when appropriate.
- Perform other related duties and responsibilities as required
- Effective and efficient customer service skills.
- Strong analytical and problem-solving abilities.
- Self-motivated and organized; able to prioritize and execute tasks under direct supervision.
- Communicate clearly and concisely, both orally and in writing.
- Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues.
- Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; local and network-based printing; wired and wireless networking.
- Ability to travel to other facilities as required within the scope of the job.
Essential duties require the following physical abilities and work environment:
- Ability to lift a minimum of 25 lbs.
- Requires extended periods of sitting at a desk, up to 8 hours a day.
- Repeated movements include standing, sitting, kneeling, lifting, and bending in and around users' desks.
This position will require successfully passing the following:
Pre-screening of minimum qualifications
Skills test
Oral Interview
Extensive Background Check
Job Suitability Exam
Integrity Interview
Computerized Voice Stress Analysis (CVSA)
If a conditional offer is given, you will be asked to:
Schedule a Medical and Drug Screening
Depending on the position, a psychological exam may also be scheduled
Our process takes approximately 45 days from the start of the background process.
Academy Cadet and Certified positions may include other components, such as a physical agility test.
SPECIAL NOTE : For all applicants, this is a reminder of the original job posting where it stated: “Applicants may be excluded from further consideration at any point in the hiring process. By Sheriff’s Office policy, the reasons why an applicant is not selected for hire will not be discussed with the applicant. There is no flexibility with this policy. If an applicant receives notice of elimination from the hiring process, it simply means the applicant’s qualifications do not fit the Office’s needs at this time. This determination does not preclude the applicant from applying to other agencies.”
Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations.
Click here to watch our video about why Adams County is an Employer of Choice!
Benefits You Expect:
- AFLAC Supplemental Medical Insurance
- Basic Term Life & Optional Term Life Insurance
- Deferred Compensation Plan
- Dental/Vision/Medical Plans
- Generous Vacation/Sick leave
- Long-Term Disability
- Retirement Plan
- Short-Term Disability
- Employee Assistance Program
- Employee Fitness Center
- Employee Health Clinics
- Flexible Work Schedules
- Recreation Center Discounts
- Remote/Hybrid work options, depending upon position
- Sheriff's and Coroner's Office positions are not currently eligible for Remote/Hybrid work options
- Training & Tuition Reimbursement Programs
- Wellness programs
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