<p>The primary responsibility of the Deskside Support Specialist I is to monitor and properly address incoming requests for onsite IT support. This entails handling all support needs triaged to the Deskside Support team from the IT Service Desk via ISM (Ivanti Service Manager) as well as other avenues of customer interaction (phone, email/IM, in-person, etc.). Frequent activity involves troubleshooting and resolving hardware, software, networking, etc. failures (Incidents) as well as deploying, installing, configuring, etc. new hardware or software (Service Requests). This responsibility includes monthly volume-related closure quantity and overall department SLA (Service Level Agreement) targets / metrics.</p> <p>The Deskside Support Specialist I will draw upon their technical knowledge, experience, and soft skills in order to provide timely, professional, and customer-focused deskside and limited remote technical support to county staff to ensure minimal disruption to daily operations.</p> <p>The Deskside Support Specialist I will closely follow the IVP (Incoming Volume Process) during each interaction, properly Resolving or Fulfilling each ticket in correct priority order while ensuring all required data / notation is entered and accurate before closure (or prior to triage).</p> <p>The Deskside Support Specialist I is responsible for Rock-IT's portion of the Rock County new-hire orientation process. This includes creation and maintenance of all Rock-IT new hire orientation documentation / materials, and conducting bi-weekly orientation sessions in-person (this includes presenting Rock-IT materials as well as assisting new hires with any questions or struggles during the session).</p> <p>The Deskside Support Specialist I will participate in assigned projects (one-time projects such as new software, hardware, certain networking changes / implementations, department location moves, etc., as well as annual projects such as equipment refresh, equipment recycling, physical inventory, etc.).</p> <p>The Deskside Support Specialist I is responsible for the inventory accuracy of all primary user endpoints, peripherals, and software assets such as laptops, desktops, monitors, printers / scanners, licensed software products, and otherwise.</p> <p>The Deskside Support Specialist I adheres to and exudes the Rock-IT mission, vision, and guiding principals.</p> <p>70% Direct Technical Support</p> <ul> <li>Monitor and appropriately address all IT support needs assigned to the Rock-IT Deskside Support team (typically requires an on-site / in-person presence). </li><li>Closely follow the IVP during each interaction, ensuring the correct priority order of all open work is being followed as well as ensuring the thoroughness / accuracy of each Incident or Service Request within ISM (regarding entered information, notation, etc.) is complete prior to Resolution, Fulfillment, or further triage. </li></ul> <p>Install, configure, support, and replace a wide variety of hardware including desktops, laptops, tablets, monitors, peripherals, printers / scanners, mobile hot-spots, mobile phones, and otherwise.</p> <ul> <li>Install, configure and support a wide variety of software platforms including Microsoft Windows 11, Microsoft Office 365, common 3rd party applications, and other software applications specific to and/or frequently utilized by Rock County employees. </li><li>Provide a basic level of network / infrastructure related support, including terminating Ethernet cabling, toning lines, patching in end-user devices such as computers, docks, scanners / printers, etc. and troubleshooting related connectivity / bandwidth issues. </li><li>Support a basic level of Audio / Video (AV) needs (smaller rooms and respective equipment such as wireless video adapters, TVs, projectors, etc.). </li><li>Provide a moderate level of user account security / access administration (to the extent of ability granted to this role via RBAC). </li><li>Maintain accurate inventory information / attributes on all assets / CIs in which the Deskside Support team interacts with and is responsible for (primarily all user endpoints such as laptops, desktops, etc. as well as monitors and other inventoried hardware and software utilized at all workspaces). Ensure applicable updates are applied and saved within IAM (Ivanti Asset Manager) immediately during deployments, changes of hands, resignations / terminations, as errors are noticed, and otherwise. </li><li>Focus strongly on high quality customer service during every interaction. Patience, kindness, understanding, professionalism, and follow-up (as needed) are fully expected. </li><li>Thorough and efficient analysis / troubleshooting of each situation is expected, as is a timely realization of when to escalate complex issues appropriately. </li><li>Constant adaptability to frequent changes such as new hardware / software or major updates to either, new or updated processes, etc. (learning, understanding, and displaying the ability to adhere to and/or support these changes) is required and expected. </li><li>Follow County IT security standards, policies, and procedures when handling systems and data. </li><li>Strive to meet 95% Response and Resolution SLA metrics / goals on all open work. </li><li>Strive to meet individual volume-related goals / targets distributed and reported out / relayed by the IT Service Operations Supervisor on a monthly basis. </li></ul> <p>10% IT Orientation (Bi-Weekly, On-Site)</p> <ul> <li>Ensure all new accounts and access are properly configured prior to each orientation. </li><li>Create and maintain accuracy of all Rock-IT new hire orientation documentation / materials. </li><li>Conduct bi-weekly orientation sessions in-person (present Rock-IT orientation materials to the group and assist new hires with any questions or struggles during the session). </li></ul> <p>10% Serve as a backup for the IT Service Desk by answering calls, creating tickets, and resolving basic issues when coverage is needed.</p> <p>5% Project, Professional Development, Misc.</p> <ul> <li>Participation in team meetings. </li><li>Participation in project work, as required. </li><li>Professional development / training, as required or desired. </li><li>Misc. assigned work in between volume, projects, and otherwise. </li></ul> <p>5% Perform other duties as assigned to support IT operations.-Basic level of technical understanding and troubleshooting ability within a primarily Microsoft-based environment (Windows 11, Office 365, etc.), as well as familiarity and/or ability to understand and support common 3rd party software applications and core software platforms exclusive / specific to Rock County.</p> <ul> <li>Basic level of technical understanding and troubleshooting ability regarding HP, Microsoft, Samsung, Apple, and many more makes / models of hardware endpoints (laptops, desktops, tablets, mobile devices, etc.). </li><li>Basic level of technical understanding and troubleshooting ability regarding monitors and commonly used peripherals (mouse, keyboard, webcam, etc.) as well as scanners, printers, and other frequently used hardware devices. </li><li>Basic level of technical understanding and capability regarding imaging and configuration of new hardware (laptops, desktops, tablets, etc.) in preparation for new hires, replacement and/or equipment refresh efforts. Ability to recognize and relay issues or suggestions to the ESM team (which oversees the current images and imaging process). </li><li>Basic level of technical understanding and troubleshooting ability regarding networking / infrastructure technologies (wired and wireless). </li><li>Basic level of technical understanding and troubleshooting ability regarding secure network account management (familiarity and understanding of integration / synchronization regarding AD, 365, Duo, and other core software platforms frequently utilized by Rock County employees). Ability to perform certain administration duties pertaining to network accounts and security (as RBAC ability allows). </li><li>Ability to comfortably and confidently conduct new-hire IT orientation sessions in-person, bi-weekly, and to create and maintain clear presentation materials and other related orientation documentation. </li><li>Ability to properly utilize all tools required to efficiently perform the job duties of this role (ISM, Windows, O365, hardware such as issued laptop and mobile device, etc.). This also includes more advanced software tools related to account security and administration. </li><li>Strong communication skills, both verbally and written. </li><li>Ability to remain patient, professional, and helpful at all times (in order to continuously provide a very high level of customer service quality), while providing both virtual and in-person support. </li><li>Ability to effectively multi-task, correctly prioritize work, and adhere to expected deadlines. </li><li>Ability to work individually as well as with a team, and under general guidance. </li><li>Bi-Annual performance evaluations are conducted based on Communication, Collaboration, Honesty / Integrity, Professionalism, Achieves Results, Job Knowledge, and Attendance / Punctuality. All employees must possess the ability to consistently meet expectations in these core areas.-Graduation from high school. </li><li>Associate degree or higher in an IT-related educational program is preferred. In lieu, IT certifications and/or direct experience will be considered. </li><li>Minimum of 1-3 years direct experience in IT technical support is preferred. </li><li>Successful completion / clearance of FBI background check via fingerprint analysis is required.Ability to move, sit, stand, bend, reach, lift (up to 25-50 pounds), etc. throughout required shift (excluding breaks). </li><li>Ability to effectively utilize required role-related tools (laptop, monitor(s), phone(s), peripherals, technical support related tools, etc.) in terms of physical usage, visual / audio comprehension and communication both verbally and written, etc. </li><li>Ability to travel to any Rock County location as needed / required on a daily basis (valid driver's license and reliable method of transportation required). Rock County offers mileage reimbursement for use of personal vehicle. </li><li>Working conditions are mostly indoors outside of site to site travel, and primarily requires on-site / in-person presence on a daily basis. Rare and circumstantial exceptions are be made at the discretion of the IT Service Operations Supervisor and/or other IT leadership staff. </li></ul>