Help Desk Service Specialist

This position will be based in Coeur d’Alene but will provide support to agency customers as needed in Coeur d’Alene and surrounding areas. Work location will vary depending on need.

Must be able to lift up to 50lbs and move computer equipment between locations.

A rental car may be used in the event equipment needs to be transported between locations. If traveling between multiple site locations during a single day, contractor will be eligible for reimbursement for actual fuel costs when driving rental vehicle.

Full-time professional work experience in Information Technology user IT help desk, to provide basic service desk support, including:

• New computer deployments
• Manage user and computer accounts in Active Directory (AD), Office 365, and Exchange
• Manage software licensing
• Receive telephone calls and emails from users with computer hardware and software problems or how-to inquiries
• Determine the nature of the problem; root cause; provide basic troubleshooting
• Document support responses in the ITS Service Desk Ivanti ticketing system
• Escalate problems in accordance with defined ITS procedures
• Assist users with problem solving steps.
• Communicate accurate and useful status updates

ITS will supply computer, phone, and work environment necessary to fulfill the duties as described above.

ITS reserves the right to cancel this request, or the contract at any time.

• ITS may not award a contract if the budget allocated for this service is exceeded based on responses.
• If the person selected does not meet service expectations, ITS will request a replacement or cancel the contract at our discretion.

RELEVANT WORK EXPERIENCE: 1-2 yrs.

EXPERIENCE SUBSTITUTIONS: Accredited college training may substitute for the required work experience with a maximum substitution of four (4) years. (Fifteen (15) semester hours in Information Technology or a related area is required.) Accredited graduate training in the above area may substitute for the required work experience with a maximum substitution of two (2) years. Successful completion of an Information Technology Certification program may substitute for the required work experience with a maximum substitution of two (2) years. (Proof of certification must accompany application.) 1-2 years of work experience as a Network Engineer-Intermediate; LAN Administrator-Intermediate; Systems Administrator-Intermediate; Network Engineer-Associate; LAN Administrator-Associate may substitute for all required experience.

Skill Matrix

• Experience as a desktop Field Technician Required 1 Years
• Strong skills in Microsoft Office products, Office 365, specifically Outlook, Word, and Excel. Required 1 Years
• Strong knowledge and understanding of the use of Windows Desktop operating system, Windows 10. Required 1 Years
• Strong knowledge and understanding of Active Directory (AD) for account management and group memberships. Required 1 Years
• Strong knowledge and understanding of installing software requiring administrative privileges. Required 1 Years
• Strong knowledge and understanding of web browsers, primarily Internet Explorer, Edge, and Chrome. Required 1 Years
• Strong teamworking skills Required
• Computer data entry skills Desired