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MIS HELP DESK SPECIALIST / DISPATCHER #08-023                       $39,411 - $47,320

 

Responsibilities:  Under the direction of the MIS Director this position is responsible for providing first level technical assistance to county-wide computer users.  Promptly answers incoming phone calls and email requests to the Ingham County Help Desk.  Provides first level technical assistance by responding to trouble calls and questions.  When necessary, escalates problems to the appropriate secondary level of support resource or management for resolution.  Maintains and assigns passwords and user identifications and performs general networking connectivity issues on the desktop.  Dispatches work orders to the appropriate MIS resource based on the reported problem, technology, location and skills required to ensure efficient, effective, and timely resolution.  With the MIS Director, develops, maintains, and enhances the MIS call tracking system, tools, processes and procedures.  Compile reports and gather information on MIS functions.  Assists with special projects as needed. 

 

Essential Job Functions:  With or without accommodations, this employee must be capable of successfully performing the following:  Ability to lift, move and inspect computer terminals, printers and related equipment.  Capable of sitting for prolonged periods of time at a computer screen.  Ability to access all areas of the department with data processing or communication equipment.  Ability to enter and access information from a computer.  Ability to operate general office equipment such as computers, copiers, fax, etc    Works in office conditions but may be required to visit other department locations with data processing and related communication equipment. Able to follow instructions, work under supervision, and multi-task.

Ability to effectively work in a team environment. Skilled in the use of a computer as productivity tool and possess working knowledge of email, Internet web browsing, and the Microsoft Productivity Suite.

 
Degree/ Experience:  Must have an Associates degree in Computer Science or equivalent technical institution certificate. Or, a high school education with 2 - 4 years of Information Systems work experience providing technical assistance and Help Desk services.  A+ or MCSA certification preferred but not required. Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse community required.  Must be customer service oriented!   Must be courteous and polite!   Must have a working knowledge and understanding of a broad range of desktop based hardware and software and basic networking concepts.  Must be able to follow instructions, work under supervision, and multi-task    Must be able to pass a security clearance. Must have possession of a valid Michigan Driver’s License.   Driving records will be checked as part of the referral process.  You must be able to meet the standards of the Ingham County Driving Records Policy for referral.  MUST submit cover letter, resume and transcripts with County application. 

 

Location:   Mason