Job Description

Posting number: 27-00344

Department: Information Systems Technology

Job classification: Senior Technician - Help Desk

Posting type: Open

Categories: IT and Computers

Summary

Why Chesterfield County

Join Chesterfield County’s Service Desk team, where we exist to empower those who serve our community by delivering reliable, responsive, and trusted technology support. Every interaction, solution, and improvement helps county employees focus on what matters most: serving Chesterfield County residents.

Duties include:

• Answer calls from customers with hardware, software and password related issues and provide technical support via remote and/or onsite
• Install, configure, and maintain endpoint hardware and software, including operating systems, applications, and peripheral equipment such as printers and scanners.
• Troubleshoot and diagnose technical issues related to hardware, software, and network connectivity.
• Collaborate with other IST staff to ensure that technology services are delivered effectively and efficiently.
• Maintain accurate records of all support activities using a ticketing system.
• Maintain endpoint security compliance, including antivirus, anti-malware, and appropriate end-user education.
• Perform endpoint asset management, including inventory, procurement, and refresh.
• Perform other work as required.

Knowledge, Skills and Abilities

• High school diploma or GED; and two years of experience operating multiple computer systems and software; or an equivalent combination of training and experience, such as an associate's degree with one year of desktop experience or a bachelor’s in computer science or related field.
• Strong knowledge of Windows 11 operating system and Microsoft Office 365 applications.
• Excellent communication and customer service skills and ability to interact with end-users at all levels.
• Proven experience as a service desk technician or other customer service role.
• Knowledge of Active Directory, Microsoft Endpoint Configuration Manager (SCCM), macOS, iOS devices, and basic networking concepts is preferred.
• A clean driving record is required as local driving is mandatory.
• Must be able to lift 50 pounds.

What Sets You Apart

• A customer-first mindset with a passion for delivering exceptional technical support
• Sound judgment and the ability to troubleshoot and resolve issues in a fast-paced environment
• Strong organizational skills and attention to detail in managing requests, incidents, and documentation
• Interest in enhancing IT services, streamlining processes, and improving the user experience
• Excellent communication skills with the ability to translate technical concepts into clear, actionable guidance
• A collaborative approach to problem-solving and building partnerships across the organization
• A commitment to public service and supporting the technology that enables county operations and resident services

Career Development and Work Environment

• This position is a part of an approved Career Development Plan (CDP) and offers career progression opportunities and salary incentives, as funding permits, based on performance, qualifications, and experience.
• Enjoy a flexible hybrid work environment allowing for a balance of in-office collaboration and remote productivity.

Additional Requirements

• Ability to lift and carry equipment weighing up to 50 pounds and work with installed equipment in meeting rooms or equipment spaces.
• Must maintain personal mobile technology as a condition of employment.
• Current valid driver’s license and good driving record required. Based on the Virginia DMV point system, records must not reflect a total of six or more demerit points within the twenty-four months preceding the anticipated hire date, or one major violation of six demerit points within the preceding thirty-six months. Out-of-state records must be obtained by applicant and presented at time of interview. Records must reflect at least three years of history and be dated within thirty days of interview date.
• Pre-employment drug testing, FBI criminal background check, and education/degree verification required.
• This position is subject to working in high security areas governed by the US Department of Justice’s “Criminal Justice Information Services (CJIS) Security Policy” and therefore requires successfully passing a more stringent criminal background check. Must be a US resident or have been a lawful resident of the US for the past ten consecutive years.

Qualifications

28 hours/week; Monday - Friday; 12:00 p.m. - 5:00 p.m.

Supplemental information

Information Systems Technology