position is responsible for providing technical support to customers who need assistance utilizing end-user hardware and software in accordance with established organizational processes. This position is responsible for deploying, maintaining, and administering end-user hardware and software.

ESSENTIAL JOB FUNCTIONS

• Act as the initial point of contact for technical support incidents and requests; escalating as required.
• Operates the Service Desk for all systems and services managed by the Grand County Information Systems Department in a manner that delivers a high-quality of customer service.
• Provide reliable technology-based services and leadership, in the most cost-effective, secure, and end-user friendly manner, to enable and empower Grand County services, staff, and citizens.
• Provide technical support and continually improve the operations of end-user systems and services to ensure they are customer friendly, reliable, valuable, and secure.
• Manage, inventory, and decommission end-user assets in a reliable, cost-effective, secure, and end-user friendly manner.
• Identify, evaluate, and respond to vulnerabilities on end-user assets and systems.
• Identify, create, and manage knowledgebase articles for the proper operations, support, and usage of Grand County end-user assets.
• Diagnose and resolve end-user reported system incidents, problems, and events.
• Conduct installation, implementation, configuration, update, and support of end-user components.
• Manage accounts, access rights, and access to systems and equipment.
• Monitor and report end-user computer system performance.
• Performs other related job duties as assigned.