Bonner County Job Description

Title: Desktop Support Technician
Department: Technology
Supervisor: Director, Technology
Supervision Exercised: None
Job Description Revision: 7/25/2022



General Summary
The Desktop Support Technician, under supervision of the , focuses on building, configuring, deploying, and
troubleshooting County computing and telephony systems. This position also assists other Technology staff in
supporting end users with a wide range of technical activities, applications and systems associated with the County’s
computing and communication assets and is a point of contact for support of the County’s end users. Supported
resources include numerous hardware systems, data, voice, a variety of networked devices and business applications.
Support services may be via desk side, chat, phone, or remote screen sharing to diagnose and solve computer and
application related problems.

Desktop Support Technician Classifications
Desktop Support Technician I: Is the first working level in the Information Technology department. 1 to 2 years of
support experience or equal education\certification is preferred.

Desktop Support Technician II: This position is differentiated from the Desktop Support Technician I based on factors
such as responsibility, complexity, and experience requirements. Ability to work more independently, and lead lower-
level Desktop Support as required.

Essential Functions
The essential functions include, but are not limited to, the following duties and responsibilities. Duties are not listed in
any particular order of priority and may be amended or added to by the county at any time:

• Due to the nature of IT functions and day to day client interactions, this position will have access to confidential

information. This Information and the confidentiality thereof is of the highest priority and required to be
maintained in accordance with all applicable State laws, BC policy and ethical standards. Questions, concerns or
possible violations shall be brought forth to the CIO for authenticity and clarification.

• Install, configure, maintain, troubleshoot, and provide support for a wide variety of hardware, including but not

limited to laptops, desktops, printing and scanning systems, telephony systems, tablets, cell phones, and their
peripherals. This equipment will utilize a variety of operating systems.

• Install, configure, maintain, troubleshoot, and provide support for a wide variety of software and applications

including but not limited to business applications, G Suite, O365 and various enterprise applications.

• Perform departmental moves, adds, upgrades and changes.
• Provide helpdesk technical support utilizing help desk ticketing system to work, track and log all support

incidents and provide status updates to the end users spanning multiple departments and sites in a timely and
effective manner while adhering to applicable SLAs.

• Assist Technology team to support and maintain basic network resources, consisting of applicable desktop

LAN/WAN systems, including but not limited to computers, copiers, printers, VoIP, mobile devices, FAX, cabling
etc. This includes both wireless and direct connection network technologies.

• Configure MS Windows based computers through combination of imaging and installation processes.
• Establish a positive working relationship and provide exceptional customer service to the end user community.
  

Specifications

• Be passionate about providing quality customer service and contributing to team success.
• High School Diploma or equivalent.
• 1-2 years of related work experience in desktop support in a corporate environment.

• A.S. degree or equivalent combination of work and experience in computer science or related field preferred.

• Sufficient combination of education, knowledge, skills and abilities to perform the essential functions of the job.
• Proficient in use of personal computers, associated peripherals and the hardware and software configuration

• Excellent oral, written, listening, analytical, communication, and troubleshooting skills. Ability to effectively

present information and respond to questions in one-on-one situations and from groups of managers, clients,

customers, and the general public.

• Ability to define problems, collect data, establish facts, draw valid conclusions, multi-task, and knows when

escalate to and communicate with Director, team and vendors.

• Must possess a vehicle and valid driver’s license as this position requires minimal travel between sites and the

transportation of equipment as applicable.

Working Conditions
Ability to perform the physical activities necessary to complete the essential functions of the job. Requires continual
communication (hearing and talking, both in person and over the telephone). Requires good general vision. Most work
will occur in an office setting, with occasional field work. Work will also involve frequent interruptions with urgent
deadlines. Occasional travel outside the area is required.

Disclaimer This job description is not an employment agreement or contract and management reserves the right to

modify when necessary per Bonner County policy.

I have reviewed and agree this Job Description accurately reflect the current responsibilities of my position. I also
acknowledge that it will be placed in my Personnel File.

To be signed upon hire, transfer or promotion.