Overview

This position closes at 5:00pm on the closing date.

AN ASSESSMENT MAY BE ADMINISTERED

Troubleshoot, analyze, repair, service, maintain, install and replace computers, basic network systems, communications equipment, hardware, printers, software and any other related equipment. Provide first level information technology resolutions and support for service requests.

Responsibilities

Responsible for service level agreements to provide quality first level information technology resolutions via computer, phone, chat, camera web access, remote access, on site, walk-in or other face-to-face presence with the highest customer service protocols.

Respond to service requests utilizing the IT Ticketing System

• Diagnose equipment and software issues.
• Perform repairs and/or replace equipment.
• Setup and configure users onto the DAC network.
• Answer, train, and/or research questions from users regarding use of current DAC computer systems and programs.
• Ensure service levels are maintained and reported regularly to management utilizing industry standard -- ITIL protocols.
• Disposal of workstations, laptops and other sensitive equipment while adhering to County policy.
• Install and maintain both hardware and software adhering to licensing agreements.

Guide County employees, volunteers, vendors, guests and community center workers in the use of enterprise computer systems and programs.

Install, examine, and test operating systems, applications software, and network data systems.

• Evaluate systems, software, products and procedures for compatibility with existing systems.
• Contact customer support services from appropriate vendors for troubleshooting purposes.
• Test phones, handsets and cables.
• Troubleshoot issues with the basic digital phone/network system including diagnosis of wiring, phone jacks, switches, or firewall. Resolution may require escalation to next resolution tier.
• Adhere to Computer Replacement Plan
• Adhere to all software licensing agreements.
• Configuring video equipment and downloading video from computers.
• Create, update, and maintain department documentation and procedures.

Attend meetings, seminars and trainings, as required.

Perform on-call and customer support phone line duties on a 24X7 rotating or as needed basis.

Responsible for knowing and abiding by all department and County policies and procedures.

Must adhere to security confidential protocols when dealing with highly sensitive and secure data.

ADDITIONAL DUTIES. Performs other related duties as assigned. Responsible for security in respective areas.

Qualifications

Education. High school diploma or equivalent.

Experience. One (1) year of experience in a technical computer position. Experience should include working with various types of personal computer hardware systems and various software systems including word processing, spreadsheet, and database programs on a secure enterprise.

Education/Experience substitution. In accordance with County policy.

Licenses/Certifications. Must have a valid driver’s license. A+ , Network+ or other relevant CompTIA Certification preferred. Must maintain a satisfactory driving record in accordance with County Policy.

Other (e.g., post-offer medical exam, polygraph, background check, driver’s license record, etc.). Background, driver’s license record and NCIC check.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION :

Must have knowledge of: computers, electronics and complex circuitry; the use and operation of electronic testing equipment and peripherals; operational characteristics of enterprise desktop systems ; desktop operating systems including latest Windows platforms, systems center, virtual desktops, and DAC applications; data communication systems; local and wide area networks, and wireless networks; customer service and public relations; and basic mathematics.

Knowledge of UNIX, LINUX, Android and MacIOS is useful but not required.

Must have skill in: Installing, maintaining, and repairing communications and computer equipment; accurately identifying and evaluating computer hardware and software needs and requirements; effective communication; and establishing and maintaining cooperative relationships with users, staff and guests.