Service Desk Technician

Dunn County is looking for a collaborative IT professional passionate about making technology simple and reliable.

The Service Desk Technician is responsible for providing front-line IT support to county employees and the County Board. This role involves troubleshooting and resolving technical issues, managing IT assets, deploying and maintaining IT equipment, and supporting AV systems for meetings and events. The position requires strong problem-solving skills, excellent customer service, and the ability to work independently and collaboratively within the IT team.

The anticipated starting wage is between $22.87/hr and $24.15/hr.

Interviews will be conducted on Monday, December 8, and Tuesday, December 9.

Primary Responsibilities

Helpdesk Support

• Incident Response & Resolution
  • Address technical issues via phone, email, remote access, and in-person support.
  • Diagnose and troubleshoot hardware, software, and network issues.
  • Identify recurring problems and escalate unresolved issues.
• Ticketing System Management
  • Log, prioritize, track, and resolve service requests in ITSM software.
  • Document issues, resolutions, and follow-up actions.
  • Communicate ticket status updates to end-users and management.
• User Account & Access Management
  • Perform password resets, account unlocks, and user provisioning/deprovisioning.
  • Manage access permissions in compliance with security policies.
• Technical Documentation & Knowledge Base
  • Create and maintain knowledge base articles.
  • Provide end-user training on IT policies and best practices.
• Audio/Visual (AV) & Meeting Support
  • Set up and support AV equipment for meetings and events.
  • Troubleshoot audio, video, and connectivity issues for live or recorded sessions.

• Patching & Updates
  • Oversee Windows and third-party patching.
  • Automate deployments via Endpoint Central with testing and rollback steps.
  • Deploy zero-day updates to mitigate critical vulnerabilities.
• OS Image & Device Management
  • Develop and maintain standardized OS images.
  • Manage drivers and hardware compatibility.
  • Enforce BitLocker encryption policies.
• Active Directory & Group Policy
  • Configure and maintain GPOs for security, access, and software deployment.
  • Administer OUs for structured user and device management.
• Mobile Device Management (MDM)
  • Manage Intune and Google Admin Console policies and configurations.
  • Enforce mobile access and security protocols.
• Remote Access & Networking
  • Configure VPN and secure remote connectivity.
  • Manage DHCP reservations and AD OU placement.
  • Troubleshoot Layer 1 and Layer 2 network issues.
• User Environment Management
  • Configure roaming profiles and folder redirection.
• Endpoint Security
  • Deploy and maintain antivirus and endpoint security (Trend Micro, Defender).
  • Enforce USB control, encryption, and malware prevention.
  • Monitor security logs and alerts; escalate threats.
  • Collaborate with Arctic Wolf for threat detection and incident response.
• Software Deployment & Compliance
  • Deploy software remotely using Endpoint Central.
  • Remove unauthorized or outdated software.
• Microsoft 365 Administration
  • Manage user accounts, licensing, provisioning, and deactivation.
  • Administer Exchange Online mailboxes, distribution lists, and rules.
  • Enforce email security (spam filtering, phishing protection, Defender).
  • Manage Teams permissions, channels, and guest access.
  • Oversee OneDrive and SharePoint permissions.
  • Configure MFA and SSPR.
  • Monitor compliance policies (DLP, retention, eDiscovery).
  • Analyze usage and audit logs for security risks.
  • Implement Conditional Access policies.
  • Provide training and support for M365 apps.

• Asset Inventory & Documentation
  • Maintain accurate asset records (computers, mobile devices, printers, networking gear).
  • Track purchase details, warranties, and software licenses.
  • Update asset database with location and assigned user.
• Surplus & Disposal
  • Identify obsolete equipment for disposal.
  • Coordinate secure recycling or disposal with facilities/vendors.
• Procurement & Equipment Tracking
  • Support procurement by monitoring inventory levels and identifying needs.
  • Verify and document receipt of new IT equipment.

Minimum Qualifications

EDUCATION AND/OR EXPERIENCE REQUIREMENTS

• Associate’s degree in information technology or a related field
• Two years of related experience
• A combination of education, training, and experience may be considered

• CompTIA Network+, CompTIA Security+, CompTIA Hardware+, CompTIA A+ are valuable but not required

• Prior to hire, a background check including criminal record history will be conducted.  Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.

• Knowledge of departmental and county functions, programs and organization.
• Knowledge of customer/client service etiquette and office etiquette practices.
• Skill in communicating technical concepts to non-technical customers.
• Skill in working with enterprise IT environments.
• Ability to develop, interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations. 
• Ability to define problems and deal with a variety of situations.
• Ability to think quickly, maintain self-control, and adapt to stressful situations.
• Ability to maintain discretion regarding business-related files, reports and conversations, within the provision of open records law and other applicable State and Federal Statutes and Regulations.
• Ability to analyze facts and to exercise sound judgment in arriving at conclusions.
• Ability to define problems and deal with a variety of situations.
• Ability to think quickly, maintains self-control, and adapt to stressful situations.
• Ability to use good judgement and effectively solve problems.
• Ability to establish and maintain effective and professional working relationships.
• Ability to follow Dunn County policies and procedures including those pertaining to confidentiality.
• Ability to prioritize and organize job assignments.
• Ability to manage time effectively, manage multiple projects, and complete work within established deadlines.
• Ability to work the allocated hours of the position.
   

• Ability to communicate clearly and effectively with other staff members, supervisors, and community members in written and verbal form. 
• English skills (oral, written and comprehension) sufficient to effectively communicate with all internal and external customers.

• Ability to understand and effectively carry out verbal and written instructions.
• Must have ability to work accurately with attention to detail.
• Ability to prepare and maintain accurate and concise records and reports.

• Basic math skills; calculate interest and balance accounts; add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals; locate routine mathematical errors; compute rate, ratio and percent.

Physical and Work Environment

The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law.  Employees needing reasonable accommodation should discuss the request with the employee’s supervisor or Human Resources.  

PHYSICAL REQUIREMENTS

• Physical effort will typically require prolonged and frequent exertion of objects weighing up to 10 pounds and/or regular, but not continuous, exertion of objects weighing up to 25 pounds.
• Work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
• Work has standard vision requirements.
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
• Hearing is required to perceive information at normal spoken word levels.
• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.

• Work is generally in a moderately noisy location (e.g. business office, light traffic).
• Work occasionally requires exposure to outdoor weather conditions.
• This position will be part of an on-call rotation.
• Early morning or late evening work may be required.

• Ability to travel between work locations.