Desktop Support Specialist I

About the Department

To support end users by resolving computer and telephone problems and errors, and by training end users in computer and phone usage.  Installs, configures, and supports computer hardware, software and related equipment. Establishes network connections and installs telephones.  

Position Duties

• Receives and processes user helpdesk calls and tickets via phone, email, or the work order system. Acts as the first line of response to requests for hardware, software, peripherals, and networking technical assistance. Resolves computer and phone problems and errors and escalates as necessary. Tracks issues through resolution.
• Installs, upgrades, configures, and troubleshoots for computing and communications devices and peripherals; performs password resets and resolves other related login issues.
• Assists in preparing specifications for new hardware and software; sets up, installs, and configures new hardware and software; answers, prioritizes, and completes requests from users for desktop assistance.  
• Performs troubleshooting and general maintenance of all desktop, laptop, tablet, and peripheral equipment and software; adheres to organizational standards and procedures for documenting and tracking equipment asset/inventory tag numbers and licenses.
• Develops and maintains a thorough understanding of the current network and data communications structure to effectively install and troubleshoot desktop systems and peripherals.  
• Conducts routine inspections of computer and communications equipment.
• Prepares and presents training on specific hardware, software, or related topics on an individual basis or in a classroom setting.  
• Assist with supporting telecommunications services.

 Knowledge/ Skills:

• Knowledge of computer systems hardware, peripherals, software, networks, and operating systems.
• Knowledge of the functions, uses, and limitations of computers and peripherals; of software and hardware capabilities and limitations; of troubleshooting; and of diagnostic applications in order to perform independent analysis and resolution of issues.
• Ability to act in an independent and conscientious manner using sound judgment; to communicate professionally and effectively both orally and in writing; and to establish effective working relationships with Santa Fe County Staff.
• Ability to work independently and keep apprised of emerging technology and trends. 
• Ability to be flexible, show initiative, and work with enthusiasm. Ability to provide excellent customer service with attention to quality and detail.
• Ability to maintain confidentiality with sensitive customer data.
• Skilled in supporting Windows operating systems and Microsoft Office Applications.
• Skilled in installing, upgrading, configuring, and troubleshooting computing and communications/mobile devices and peripherals.

Minimum Qualifications

• One (1) year of education in Computer Science, Management Information Systems (MIS), Information Technology, or similar technical degree and/or direct experience in this occupation totaling one (1) year.  Any combination of education from an accredited college or university in a related field and/or direct experience in this occupation totaling one (1) year may substitute for the required education and experience.

Other Qualifications

Working Conditions:
 
Work is performed primarily in an office setting. Work schedule may include evening, weekend, emergency call and call-back hours.  Some travel may be required.   Manual and finger dexterity required.  Ability to lift 50 pounds. May be subject to exposure to electrical hazards, CRT’s and VDT’s. Sitting, walking, stooping, bending, and lifting required.
 
Conditions of Employment:
 
Selected candidate must submit to and pass a County paid pre-employment physical and drug/alcohol screening. Additionally, selected candidate must submit to and pass a county paid criminal background screening. Selected candidate must possess and maintain a valid New Mexico Class D Driver’s License as incumbent shall be appointed to drive a County vehicle during the performance of his/her duties.