IT Helpdesk Technician InternAt — Orange County Employee Retirement System (OCERS)

Under general direction, the IT Systems Technician I will provide support to OCERS team members and management. As the initial point of contact for hardware and software issues, this technician diagnoses and remedies system problems while providing essential technical guidance to users. The Department seeks to hire an IT Systems Technician I who is self-motivated, capable of multi-tasking and functions well within a team environment.

Tasks:

Managing and maintaining user accounts
Providing help desk assistance (Tier 1) to customers for desktop computers, peripheral and related technology
Troubleshooting, evaluating and resolving a variety of routine computer hardware, software and peripheral equipment issues
Performing a variety of technical support work pertaining to the basic operation and maintenance of computers and peripheral equipment
Creating disk images, understanding and implementing desktop deployment strategies
Performing routine system backups, upgrades and/or other hardware/software support
Performing routine system support duties
Assisting higher-level information technology staff with the acquisition and distribution of computer hardware and software solutions
Monitoring and maintaining data storage
Managing and maintaining interfaces

Training:

Training will be provided through a combination of one-on-one mentoring, hands-on job shadowing, and Microsoft training resources. This includes individualized coaching from experienced team members, instructor-led Microsoft courses, and access to on-demand learning modules to support both technical skills development and continuous professional growth. The training approach is designed to help employees quickly become proficient in supporting Microsoft 365, Windows environments, and related IT systems.

Learning Outcome:

Manage and maintain user accounts in Active Directory and Microsoft 365, including account creation, modification, permissions management, and troubleshooting access issues.
Provide Tier 1 Help Desk support by responding to customer requests, documenting incidents, and resolving common desktop, software, and peripheral device issues.
Diagnose and troubleshoot hardware and software problems affecting computers, printers, mobile devices, and related technology.
Perform routine computer maintenance including software installation, updates, patching, and basic system configuration.
Create and deploy disk images and assist with desktop provisioning, operating system installation, and device deployment strategies.
Execute routine system backups and upgrades while following organizational procedures for system support and recovery.
Apply technical support best practices to maintain reliable and secure IT operations in a business environment.
Assist with IT asset management, including the acquisition, inventory, deployment, and distribution of hardware and software resources.
Monitor and maintain data storage systems to ensure availability, integrity, and efficient utilization of storage resources.
Support and maintain system interfaces and connectivity, helping ensure reliable communication between enterprise applications and services.
Develop professional customer service and communication skills when assisting end users with technical issues.
Demonstrate problem-solving and analytical skills by evaluating technical issues and implementing effective solutions.