Help Desk Technician

• Accept support calls and accurately log them in the Help Desk application.
• Troubleshoot and resolve end-user hardware, operating system, and software related problems.
• Install, configure, test, monitor, maintain and troubleshoot end-user issues related to hardware and software.
• Perform onsite or remote diagnosis and resolution of complex desktop problems and recommend and implement corrective measures for repairs as deemed necessary.
• Administer and resolve issues with associated end-user workstation networking software products.
• Ensure physical desktop connections (i.e. RJ-45 Ethernet jacks, switches, connectors between PCs and servers, etc.) are in proper working order.
• Troubleshoot and resolve issues with basic network and server access problems (connectivity), WAN, firewall, and VPN systems with System Administrative guidance.
• Perform moves, additions, and changes (MAC) requests as directed.
• Determine the need for and implement performance upgrades to computers, including the installation of CPUs, I/O and NIC cards, hard disks, ribbon cables, hard drives, RAM, DVD/CD-ROMs, and any other component as necessary.
• Conduct print/printer maintenance.
• Troubleshoot and resolve print related failures (hardware and software related). Maintain Printing equipment..
• Interface with vendors as/when necessary for the repair process or any equipment or software related issues.
• Handle all requests for laptops and mobile devices. Assist with mobile computing.
• Make sure software (O/S systems, updates, security and office productivity software) are current and up to specifications.
• Set up and install software and office standards on all laptops.
• Provide Court Room Technology support.
• Assist with the installation and setup of Court Technology products (hardware and software).
• Troubleshoot and resolve issues with voice communications systems (i.e., telephones) and voice mail systems.
• Perform network resource administration work.
• Perform general administrative and office duties.
• Prepare reports, distribute departmental and inter-office correspondence, file, and provide general assistance to I.T. department personnel as directed by the Department Manager and/or other Management or Executive staff.
• Perform other related duties as necessary.

• Sitting and/or standing for extended periods of time; lifting and transporting heavy to moderately heavy objects, such as computers and peripherals.
• Excellent organizational, time-management, and multi-tasking skills, including the ability to take initiative, prioritize duties, and work both independently and within a team environment is a plus.
• Excellent interpersonal, verbal, and written communication skills; strong attention to detail is essential.

• May have to work overtime, respond to emergencies in the event of system failures, or those caused by environmental factors.
• Must have and maintain a valid NYS Driver License (may have to report to remote sites).
• On-call availability as needed/required. Schedules may include a number of days per month, after-hours, and weekend support.