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IT Help Desk Support Specialist II
County of Henrico Department of Information Technology
posted about 2 months ago
About the position
The IT Help Desk Support Specialist II provides advanced Tier II help desk support to end users across various departments in Henrico County. This role involves troubleshooting and resolving a wide range of technical issues, performing installations and configurations of software, and ensuring effective communication with non-technical users. The specialist will also be responsible for maintaining a positive relationship with IT staff and county employees, while demonstrating excellent customer service skills.
Responsibilities
- Provide advanced Tier II help desk support to end users across departments.
- Perform complex installations, configurations, troubleshooting, and repair of software.
- Handle technical issues in the absence of a department technology specialist.
- Communicate technical information to non-technical audiences in a user-friendly manner.
- Take end-user support requests through the IT Call Center.
- Work independently and escalate issues when necessary.
- Maintain positive relationships with IT staff and county staff.
Requirements
- High school diploma or GED with completion of one year of relevant college coursework.
- Two years of relevant experience in IT support or help desk roles.
- Valid driver's license to provide support at various locations.
Nice-to-haves
- Experience with wireless devices and related equipment.
- Knowledge of current office productivity software and applications.
- Strong problem-solving and troubleshooting skills.
Benefits
- Competitive compensation package.
- Career development opportunities within the position.
