IT Support Tech

This position provides support duties for the Information & Technology Solutions Department. These duties can include but are not limited to operational support, records management support and telephony support. Specific duties can include operation of County financial application systems to produce checks and ACH advices. The incumbent will be called on to deliver output to user departments. An IT Support Tech can perform software upgrades to any of the County’s infrastructure hardware under direction of the infrastructure staff and can operate various forms of printing equipment used for high volume report generation. The position can work in archives and must be familiar with the department’s policies, equipment and systems used in this area.

• Provides ITS support under the supervision of the Infrastructure Manager or other ITS Management Staff;
• Processes special requests;
• Complete all relevant training requirements;
• Contribute to a positive working environment;
• Maintain a complete log of helpdesk call activity in the current tracking software for use by management to monitor issues;
• Provides 1st, 2nd and 3rd level phone and in person support for all County departments;
• Communicate with management, fellow team members, internal customers (user) local and remote;
• Perform the installation, repair and preventative maintenance of personal computer and related systems;
• Diagnose and corrects a wide range of PC issues;
• Assist in determining suitable software to meet user requirements;
• Troubleshoot/install/update software and hardware failures (for both PC and MAC) and identifies network problems when they relate to personal (desktop or laptop) computers and peripherals;
• Provide timely resolution of problems or escalation on behalf of customer to appropriate technical personnel;
• Provide ticket status updates to end users, Service Desk, and management as required, including updating ticketing systems (with attention to detail in the documentation and resolution);
• Provide technical assistance to a wide range of user technical ability (software/hardware);
• Must have working knowledge of Microsoft Active directory, specifically user account creation, deletion and rights modification;
• Escalate tickets when appropriate and necessary;
• Follow through with a ticket to its resolution;
• Work successfully on the team with limited supervision;
• Contribute to a positive office environment;
• Troubleshoot with and explain technical issues to novice users;
• Support and maintain effective relationships with users and other team members;
• Develop, document, and work with management to implement standard operating procedures and customer service guidelines relating to IT support;
• Work with 3rd party vendors for support and resolution;
• Experience with Exchange 2016, Office 365 mailboxes, and Azure environment;
• Understanding of mobile device applications and installation in a mid-large size environment;
• Experience troubleshooting Virtual Private Networks (VPN), Virtual Machines, Multi Factor Authentication (MFA);
• Follow created run/play books and SOPs. Ability to work with management to address concerns and best practices;
• Experience with MDM and MAM to secure and regulate county devices as required;
• The ability to solve and troubleshoot new technology request and requirements for a changing environment;
• Contribute and maintain knowledge base for troubleshooting and operational procedures;
• Ability to troubleshoot wire drops from switches and patch panels to data jacks;
• Ability to assign static IP address, update drivers, and software as required for equipment.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Excellent written and oral communication skills;
• Excellent interpersonal skills;
• High School diploma and relevant experience;
• Working knowledge of computers and current operating systems and applications;
• A+, Net+, and Microsoft Certification a plus;
• Associates degree in Computer Science or equivalent through a combination of education and work experience preferred;
• 2-4 years IT experience.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

While performing the duties of this job, the employee is regularly required to stand; walk; sit; and talk and hear. The employee is occasionally required to use hands to finger, handle or feel objects, tools or controls; reach with hands or arms; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision and depth perception.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential function. The noise level in the work environment is usually moderate.