Sheriff's Office -Technical Helpdesk Associate I/II/III Print (https://www.governmentjobs.com/careers/adams/jobs/newprint/4794755) Apply  Sheriff's Office -Technical Helpdesk Associate I/II/III Salary Depends on Qualifications Location Brighton, CO Job Type Regular Full-time Job Number 2025-06887 Department County Sheriff Division SO-Professional Standards Opening Date 01/17/2025 Closing Date 1/31/2025 4:00 PM Mountain Our Mission To be a reliable and proactive agency that protects and serves the community equally. Cultural Competencies/EEO Adams County is an equal opportunity employer. We strive to have a workforce that reflects the community we serve. No person is unlawfully excluded from employment opportunities based on race, color, national origin, ancestry, religion, creed, sex, sexual orientation, gender expression, gender identity, age, disability, genetic information, veteran status,marital status or any other legally protected characteristic. Position classification Onsite -- Job duties and expectations require employee to be regularly scheduled onsite. + Description + Benefits + Questions What Success Looks Like In This Job Technical Helpdesk Associate I: This entry-level position (Tier 1) will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate I (Tier 1) is to provide first-level hardware and software support for Adams County computing infrastructure, filter Help Desk calls, and provide basic support and troubleshooting, such as password resets, printer configurations, break/fix instructions, ticket routing and escalation to Tier 2, Tier 3, and applications support as needed. A Tier 1 tech gathers and analyzes information about the user's issue and determines the best way to resolve their problem. Tier 1 may also provide support for identified Tier 2 and Tier 3 issues where configuration solutions have already been documented. Technical Helpdesk Associate II: This mid-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate II (Tier 2) is to provide mid-level hardware and software support for Adams County's computing infrastructure. Issues not resolved by Tier 1 support are automatically sent to Tier 2, which offers more in-depth technical support. Tier 2 technicians can assist with common mid-level technical questions such as local system setup, local network issues, compliance with data and interoperability standards, and applying technical solutions to issues that have established resolution methods. Technical Helpdesk Associate III: This senior-level position will be responsible for providing excellent customer service skills with the ability to communicate in person and via telephone to troubleshoot hardware and software applications and programs and escalate as necessary to reduce downtime on end-user productivity. The primary responsibility of the Technical Help Desk Associate III (Tier 3) is to provide senior-level hardware and software support for Adams County's computing infrastructure. These technicians research and resolve the most complex issues that other help desk levels have been unable to fix. The Department has elected to consider a range of experience for this vacancy. A candidate's qualifications will determine the level at which they are hired. Per our County Mission Statement: "To responsibly serve the Adams County community with integrity and innovation", this range of positions will own and pursue integrity and innovation. Examples of Duties for Success Technical Helpdesk Associate I: + Assist customers remotely over the phone, via remote control software, or in person. + Troubleshoot and resolve desktop, software, peripheral, and clinical application issues. + Troubleshoot and resolve mobile computing and communications device issues, e.g., smartphones and tablets. + Act as an initial escalation path for issues that require advanced troubleshooting or work beyond established time frames. + Configure and deploy desktops, laptops, monitors, and related peripherals to end-users. + Facilitate warranty service where applicable. + Accurately and thoroughly record information into ticket tracking software. + Follow up and communicate ticket information to users when appropriate. + Perform other related duties and responsibilities as required Technical Helpdesk Associate II: + Assist customers remotely over the phone, via remote control software, or in person, utilizing mid-level expertise. + Troubleshoot and resolve desktop, software, peripherals, and application issues. + Troubleshoot and resolve mobile computing and communications device issues, e.g., smartphones and tablets. + Act as a mid-level escalation path for issues that require advanced troubleshooting or work beyond established time frames. + Serve as a mentor to junior staff. + Facilitate warranty service where applicable. + Accurately and thoroughly record information into ticket tracking software. + Follow up and communicate ticket information to users when appropriate. + Perform other related duties and responsibilities as required Technical Helpdesk Associate III: + Assist customers remotely over the phone, via remote control software, or in person, utilizing senior-level expertise. + Troubleshoot and resolve desktop, software, peripherals, and application issues. + Troubleshoot and resolve mobile computing and communications device issues, e.g., smartphones and tablets. + Act as a senior-level escalation path for issues that require advanced troubleshooting or work beyond established time frames. + Identify trends in issue reporting and create preventative solutions. + Serve as a mentor to junior staff. + Facilitate warranty service where applicable. + Accurately and thoroughly record information into ticket tracking software. + Follow up and communicate ticket information to users when appropriate. + Perform other related duties and responsibilities as required. Qualifications for Success Technical Helpdesk Associate I/II/III: + Effective and efficient customer service skills. + Strong analytical and problem-solving abilities. + Self-motivated and organized; able to prioritize and execute tasks under direct supervision. + Communicate clearly and concisely, both orally and in writing. + Establish, maintain, and develop a positive and harmonious working relationship with customers and colleagues. + Computer Skills: Windows Operating Systems (OS); Microsoft Office products; Android and iOS platforms; Active Directory; local and network-based printing; wired and wireless networking. + Possession of, or ability to obtain, a valid Colorado driver's license. + Ability to travel to other facilities as required within the scope of the job. More Qualifications for Success Technical Helpdesk Associate I:TE01 ($53,300-$77,285.00 annually) + Experience: One (1) to two (2) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity. + Education and Training: + A high school diploma or GED equivalent is required. + Associate's degree preferred. + License or Certificate: None. + Background Check: Must pass a criminal background check. + Essential duties require the following physical abilities and work environment: + Ability to lift a minimum of 25 lbs. + Requires extended periods of sitting at a desk, up to 8 hours daily. + Repeated movements, including standing, sitting, kneeling, lifting, and bending in and around users' desks. Technical Helpdesk Associate II:TE03 (59,887.88-$86,837.43 annually) + Experience: Three (3) to five (5) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity. + Education and Training: + Associate's degree or equivalent required. + Bachelor's Degree preferred. + License or Certificate: None. + Background Check: Must pass a criminal background check. + Essential duties require the following physical abilities and work environment: + Ability to lift a minimum of 25 lbs. + Requires extended periods of sitting at a desk, up to 8 hours daily. + Repeated movements, including standing, sitting, kneeling, lifting, and bending in and around users' desks. Technical Helpdesk Associate III:TE05 ($67,290.02-$97,570.53) + Experience: A minimum of six (6) years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity. + Education and Training: + Bachelor's Degree preferred. + License or Certificate: None. + Background Check: Must pass a criminal background check. + Essential duties require the following physical abilities and work environment: + Ability to lift a minimum of 25 lbs. + Requires extended periods of sitting at a desk, up to 8 hours daily. + Repeated movements, including standing, sitting, kneeling, lifting, and bending in and around users' desks. Adams County complies with Colorado’s Job Application Fairness Act (“JAFA”). JAFA prohibits employers from asking individuals to disclose their age, date of birth, or dates of school attendance or graduation on an initial employment application. However, additional application materials such as certifications and transcripts containing this information may be required for certain positions; if such additional materials are requested, applicants may redact information that identifies the applicant’s age, date of birth, or dates or attendance or graduation. Adams County provides a comprehensive benefits package to employees that goes above and beyond what is offered at most organizations. Clickhere (https://youtu.be/ILAvllPaGb4) to watch our video about why Adams County is an Employer of Choice! Benefits You Expect: + AFLAC Supplemental Medical Insurance + Basic Term Life & Optional Term Life Insurance + Deferred Compensation Plan + Dental/Vision/Medical Plans + Generous Vacation/Sick leave + Long-Term Disability + Retirement Plan + Short-Term Disability Plus some you might not expect: + Employee Assistance Program + Employee Fitness Center + Employee Health Clinics + Flexible Work Schedules + Recreation Center Discounts + Training & Tuition Reimbursement Programs + Wellness programs + Lactation friendly certified workplace 01 Are you applying for levels I, II, or III? 02 Highest level of education completed? 03 How many years of verifiable experience with desktop hardware, software applications, operating systems, and network connectivity do you have? 04 Tell us about your experience in a help desk role. 05 How do you handle frustrated customers? 06 What ticketing systems are you familiar with? 07 What interests you about this position? 08 This position's anticipated start time is 3:00 PM. Are you willing to work full-time with a 3:00 PM start time? + Yes + No 09 Do you have a valid Colorado driver's license? + Yes + No 10 Do you have the ability to travel to other facilities as required within the scope of the job? + Yes + No 11 Have you used marijuana in the last year? + Yes + No 12 Have you used illegal drugs in the last 5 years? + Yes + No 13 Do you have any felony convictions? + Yes + No Required Question Agency Adams County Address 4430 S. Adams County Parkway, Suite C4000BBrighton, Colorado, 80601-8213 Website http://www.adcogov.org/current-career-opportunities Apply Please verify your email addressVerify Email