Summary/objective

To provide efficient technical support and assistance to end-users within the organization. Troubleshoot and resolve hardware, software, and network issues through various channels, including phone, email, in-person, and remote desktop assistance. Ensure prompt and effective response to IT-related problems to minimize downtime and disruptions.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Respond to user inquiries and issues via phone, email, remote meeting, or in-person, providing timely and effective technical support.
• Troubleshoot and resolve hardware and software problems, including desktops, laptops, printers, and other peripherals.
• Install, configure, and maintain computer systems, software applications, and peripherals for end-users.
• Assist users with password resets, account setups, and access permissions.
• Collaborate with other IT team members to escalate and resolve complex technical issues.
• Document and track all support incidents, resolutions, and user interactions in the help desk ticketing system.
• Provide user training and guidance on IT systems, applications, and best practices.
• Support remote users through remote desktop assistance tools.
• Collaborate with vendors to resolve hardware and software issues and coordinate equipment repairs or replacements.
• Stay updated on IT industry trends, technologies, and best practices.
• Maintains video surveillance and access controls systems.
• Maintains company websites.
• Supports all departments in recommending new technology and methods of improving and maintaining existing systems and workflows.
• Provides assistance, guidance, and training to district personnel as needed on operation of computers, peripherals, and various software operated by the district.
• Attends training classes in job related areas to better assist in performance of the position.
• Works according to safety standards and policies adopted by Warren County Water District, is responsible for his or her own safety, and reports all incidents to his or her supervisor.
• Complies with all local traffic laws, regulations, and safe practices while operating any company vehicle.
• Other duties as assigned.

Competencies

• Proficient in troubleshooting Windows server and client operating systems and Microsoft Office applications.
• Basic understanding of network configurations and connectivity.
• Familiarity with remote desktop assistance tools. Strong grasp of network and cyber security practices.
• Understanding of email administration and active directory.
• Experience with SAN storage and VMware desirable.
• Basic understanding of firewalls and site to site Internet VPN.
• Excellent communication and customer service skills.
• Ability to prioritize and manage multiple support requests.
• Strong problem-solving skills and attention to detail.
• Collaborative team player with a positive attitude.
• Ability to adapt to changing priorities and work in a fast-paced environment.
• Must be capable of obtaining a high degree of performance without close supervision.
• Apply confidentiality to all areas of sensitive employee and customer information.
• Excellent verbal and written communication skills.  

Reporting relationships

• Reports to: Information Technology Supervisor

Work environment

• Primarily office-based with occasional field visits as needed.
• Must be available for after-hours work to support systems maintenance or resolve critical issues.

Education and experience

• High school diploma or equivalent and Associate degree in Information Technology, Computer Science, or related field are required.
• Relevant certifications such as CompTIA A+ or ITIL Foundations are a plus.
• Minimum of 2 years of experience in a help desk or technical support role.

Additional eligibility requirements

• Must possess and maintain a valid driver’s license.
• Must be willing to obtain First Aid/CPR certification upon employment.