Help Desk Supervisor jobs in Rochester, MN

Position Details

Under the direction of the IT Director, the Information Systems Help Desk Technician will be providing IT technical assistance and support to users within an organization. The primary goal is to ensure that end-users can use their computer systems, software, and hardware efficiently without disruptions.

Duties and Responsibilities

• Serve as the first point of contact for customers seeking technical assistance over the phone, email, or ticket system.
• Determine the best solution based on the issue and details provided by customers.
• Record events and problems and their resolution in logs.
• Pass on any feedback or suggestions from customers to the appropriate internal team.
• Install, configure, and update software applications and perform hardware installations, upgrades, and maintenance.
• Assist users with login problems, password resets, and account management.
• Assist with inventory control documentation for all computer hardware, software and related.
• Direct unresolved issues to the next level of support personnel.
• Utilize remote desktop tools to provide support to off-site employees.
• Maintain up-to-date knowledge and training regarding IT duties.

While these are the primary focus of the position, we believe strongly in teamwork and employees will be called upon to perform a variety of duties as part of their role with the County.

Position Requirements

Knowledge, Skills and Abilities

• Knowledge of Windows Active Directory Administration, TCPIP network configuration and administration, firewall best practices, IP telephony, Microsoft Exchange and Encryption and network security.
• General knowledge in the following technology areas: Networking concepts; TCP/IP, VLANs, VPN; switches; and routers.
• Ability to provide optimal customer service skills.
• Skill in using computers and related software in an enterprise environment.
• Skill with installing and wiring of computer and network equipment.
• Skill in troubleshooting, repairing, configuring and maintaining computers, servers, fax, printers and software.
• Knowledge of managing and maintaining a computer network.
• Ability to prioritize work requirements and demands.
• Ability to assess problems and make technology recommendations.
• Ability to create and maintain accurate documents and records.
• Ability to follow data practices requirements regarding confidentiality and privacy.
• Ability to work with limited supervision and general autonomy in determining how objectives are achieved.
• Ability to maintain frequent inside and outside contacts to carry out organizational programs and matters that require cooperation, explanation, and persuasion.

Education and Experience

• Requires a High School Diploma or GED
• BCA Security Awareness Training

Equipment and Tools

• Continuous use of office equipment and technology
• Frequent use of car and hand tools

Physical and Mental Requirements

This job typically requires sitting, standing, crouching, squatting, walking, feeling, manual dexterity, grasping, talking, hearing, typing, and seeing. There is significant exposure to computer keyboards and video screens. This position is generally light-duty and may require the exertion up to 40 pounds of force.

The physical demands described here are representative to those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Working Conditions

Work is performed in an office environment. Some work may be in confined spaces. There may be travel required to other facilities, meetings training, etc.

The work environment characteristics described here are representative to those an employee encounters while performing essential functions of this job. Reasonable accommodations can be made to enable individuals with disabilities to perform the essential functions.

Competencies Common to All County Positions

• Develop, maintain a thorough working knowledge of, and comply with all departmental and applicable County policies and
• Demonstration by personal example the spirit of service, excellence, and integrity expected from all
• Develop respectful and cooperative working relationships with co-workers, including willing assistance to newer staff so job responsibilities can be performed with confidence as quickly as
• Confer regularly with and keep immediate supervisor informed of all important matters which pertain to the applicable job functions and
• Represent Freeborn County in a professional manner to the public, outside contacts and constituencies.

Applicants must complete and submit the application on-line no later than 12:00 p.m. on Friday, April 19th, 2024.

EQUAL OPPORTUNITY

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)