Basic Purpose
Under general supervision, the Client Services Technician is an administrative and
technical support position responsible to:
- Act as a point of contact for the Polk County Appraiser’s (PCPA) Information Technology
(IT) Help Desk requests by providing excellent customer service and interaction
skills, as well as excellent verbal and written communication skills.
- Provide level 1 and level 2 support to end-users by analyzing, troubleshooting and
resolving support issues with a high level of initiative and dedication.
- Provide inventory management and control for all Information Technology hardware
/ software items including purchase order processing, updating inventory management
software, and ordering supplies.
Essential duties and Responsibilities:
- Provide Level 1 and level 2 support for PCPA staff, Polk County Constituents, and various county and vendor organizations by assisting with:
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Usage or problems with operating system, commercial or in-house software, website, intranet and connectivity issues.
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Usage or problems with computer hardware, printers, plotters, etc.
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Network account, password, and security issues
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Self-help solutions available via intranet, documentation, etc.
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Installation of computer hardware / software as needed including new user setup
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Preventative equipment maintenance as needed
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Referrals to other sections or staff members by promoting and assigning issues that cannot be resolved within targeted time limits
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Responsible for timely and accurate intake and issue tracking (via web based help desk support software) of all incoming support request directed to the IT department by courteously obtaining and conveying concise problem information for external and internal service personnel and demonstrating consistently good customer service skills.
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Develop troubleshooting skills by using effective investigative methods and using help desk troubleshooting tools.
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Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
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Maintain knowledge of broad, constantly evolving assortment of IT policies, procedures, and technologies by:
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Completing required Help Desk training that will enhance and improve computing support delivered to customer
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Utilizing float time to improve skills or complete special projects
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Developing and maintaining knowledge of Help Desk supported products and services
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Inventory and track PCPA hardware and software equipment via inventory control software from quote request to delivery. This includes:
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Completing purchase order request and updating budgetary spreadsheets
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Issuing purchase orders to vendor via fax, e-mail, or hard-copy
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Entering all purchased items into inventory control software
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Performing inventory reconciliation as necessary to ensure accuracy
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Maintain office files and records pertaining to help desk support and inventory
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Perform other duties and assignments as required
Knowledge, Skills & Abilities
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Ability to perform tasks such as installation, configuration, diagnosing, preventive maintenance and basic networking
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Demonstrated experience using Microsoft operating systems with a working knowledge of the Microsoft suite of applications including Microsoft Office (Word, Excel, PowerPoint, and Outlook).
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Ability to work with other staff to resolve complex issues and to respond quickly to critical situations
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Analytical skills to evaluate information and apply appropriate principles and protocols required to accurately record and resolve issues
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Ability to maintain composure under heavy workload sufficient for effective performance, conflicting priorities and other demands
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Excellent organizational skills and ability to understand program requirements and to maintain records according to guidelines
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Ability to set priorities, achieve timely progress on multiple and simultaneous tasks, meet deadlines, maintain a high level of productivity, and coordinate activities of multiple deadlines
Education and/or work experience:
Any combination equivalent to experience and education that would likely provide the relevant knowledge and abilities would be qualifying. A typical way to obtain the knowledge and abilities would be:
Education: High School diploma or successful completion of a computer technical / trade school.
Experience: One-two years of increasingly responsible experience in an IT related field.
Certificates, Licenses, registrations
A+ certification
Language Skills
Ability to read, analyze, and interpret general technical requests and questions, technical procedures, or governmental regulations. Ability to write reports, correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Must be able to communicate effectively both orally and in writing with co-workers and internal customers, other government agencies, vendors and contractors, consultants, service providers, and the public.
Mathematical Skills:
Ability to apply basic mathematical concepts including fractions, percentages, ratios, computing and electronic measurements and proportions to practical situations.
Reasoning Ability
Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to deal with potentially difficult situations and users in a fast-changing, stressful environment. Ability to learn quickly and be flexible.
Computer Skills
To perform this job successfully, an individual should have knowledge of basic office software, website navigation and usage, basic computer knowledge. Ability to perform tasks such as installation, configuration, diagnosing, preventive maintenance and basic networking. Must have desire and aptitude to learn information technology support functions and processes.
Supervisory Responsibilities
None
Work Environment
Conducts work primarily in an office setting. Conditions may involve some travel for educational purposes.
Physical Demands
Typically sit at a desk or table; occasionally walk, stand or stoop; frequently lift, carry, push, pull, or otherwise move objects weighting up to 20 pounds. Use tools or equipment requiring a high degree of dexterity. Work for sustained periods of time maintaining concentrated attention to detail.
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