Under general supervision, provides helpdesk end user technical support and assistance to County staff in the use of a variety of software and hardware applications. Receives and documents phone calls and/or e-mails about IT issues; enters work tickets through Helpdesk ticketing system; resolves issues that are opened in the ticket system that includes systems/application troubleshooting and installation, phone system, printing and hardware troubleshooting, and installation; diagnoses and resolves a variety of computer problems relating to software and hardware issues; provides telephone support to County staff; sets up phones for users; uses phone system application to maintain the phone system; upgrades and maintains voice mail programming; assists with setup and deployment of county issued cell phones. Expected to utilize remote support tools when possible and may be required to occasionally work evenings and/or weekends.

Education and Experience:

• High School Diploma/GED Certificate from an accredited institution and one year experience working in an IT Help Desk or computer support environment with direct experience providing end user technical support, troubleshooting, installation configuration of computers and peripherals, some experience with telecommunications. Experience may be supplemented with IT courses and certifications OR an equivalent combination of related education and experience. Preferred certifications are MCP and Network+.

• Valid New Mexico driver’s license or ability to obtain a valid New Mexico driver’s license within 30 days of hire.
• SC Defensive Driving Course successfully completed within 90 days of hire.
• Within 9 months of hire, must acquire Criminal Justice Information System (CJIS) certification and must be able to pass CJIS background check.
• Other certifications may be required within a specified time period after hire, i.e. HDI (Helpdesk Institute) certification.

• Ability to maintain a valid New Mexico driver's license

• Receives and documents phone calls and/or e-mails about IT issues; enters work tickets through Helpdesk ticketing system; resolves issues that are opened in the ticket system that includes systems/application troubleshooting and installation; phone system, printing and hardware troubleshooting, and installation; diagnoses and resolves a variety of computer problems relating to software and hardware issues; provides telephone support to County staff; sets up phones for users; uses phone system application to maintain the phone system; upgrades and maintains voice mail programming.
• Administers and maintains local servers and accounts, surveillance and emergency systems; develops security procedures and policies required by the County or driven by technology.
• Deploys, installs, and configures workstations; ensures that workstations are set up and have proper software installed for each department as requested; creates user and e-mail accounts for County employees; relocates computers, printers, scanners and other peripherals, phones, and office equipment as requested; and contacts vendors for support, quotes and information on products.
• Monitors/performs backup processes and restores data for users on the network; retrieves lost data/e-mails; and assists users with recreating lost shortcuts, links, user accounts/credentials and resetting passwords in active directory. Utilizing remote tools when possible.
• Trains users on how to access resources including e-mail, logging in to domain, GPS, UDS, LEADs, shared folders, printers, scanners, scanning folders, and shortcuts to accomplish job tasks; and receives training as needed or required.
• Participate on committee; and attend meetings, conferences and training as necessary. Attends Sandoval County Commission meetings on a rotating schedule with other IT staff.
• Documents for inventory, software and hardware configuration, credentials/authorization, installation and use as well as software licensing in Helpdesk software.
• Organizes old equipment and preps for disposal based on established requirements; removes and destroys hard drives; document serial numbers, service and asset tags for submission to finance; breaks down boxes for disposal or recycling.
• Sets up and configures mobile devices – Android, Apple, MS, etc.
• Performs other job related duties as assigned.