Service Desk Engineer

Qualifications

Education and Experience:
Any combination of training and experience that would provide the required knowledge, skills, and abilities is qualifying. A typical way to obtain the required qualifications would be:

Education: Completion of coursework and/or training in information systems, computer science, or related field.

Experience: IS Client Systems Specialist I: One (1) year of providing technical customer service support specific to specialty area assigned which includes personal computing or mobile computing.

Licenses and Certifications:
Some positions may require possession of, or ability to obtain, a valid California Driver’s License.

Knowledge of:

• Basic principles and practices used in the operation, troubleshooting, maintenance, and administration of network operating systems, personal computer system hardware, mobile computing systems, and related software systems
• Personal computer and network system application software packages and hardware peripherals
• Computer hardware, software, network technology, and operating system products
• Techniques and methods of computer hardware and software evaluation and implementation
• Troubleshooting and installation techniques
• Customer service and telephone techniques
• Modern office practices, methods, and computer equipment and applications related to the work
• English usage, spelling, vocabulary, grammar, and punctuation
• Techniques for providing a high level of customer service by effectively dealing with vendors and County staff

Skill/Ability to:

• Perform basic technical support functions in the operation and maintenance of personal and mobile computer software and hardware; troubleshoot problems and take appropriate action or escalate to appropriate staff as needed
• Deal tactfully with the customers and staff in providing information, answering questions, and providing customer service
• Respond to and effectively prioritize a high volume of phone calls and other requests for service
• Learn and understand the organization, operation, and functions of the department as necessary to assume assigned responsibilities
• Learn, interpret, and apply applicable Federal, State, and local laws, regulatory codes, ordinances, and procedures relevant to assigned area of responsibility
• Organize, maintain, and update records systems
• Operate modern office equipment, including computer equipment and specialized software applications programs
• Use English effectively to communicate in person, over the telephone, and in writing
• Use tact and prudence within general policy, procedural, and legal guidelines
• Establish, maintain, and foster positive and effective working relationships with those contacted in the course of work