• Job Description

  Req#: 4965940
  
  
  Under limited supervision, an Emergency Service IT Specialist I, provides technical support and training on use of personal computers, peripheral equipment, and systems hardware and software; resolves computer application problems and troubleshoots hardware malfunctions; assists in maintaining and administering operating systems; provides technical support, installation, and maintenance for software, desktop computer applications, Internet/Intranet, and email clients. Installs, configures and repairs personal computer hardware and software systems; and performs related work as required.
  MAJOR ACCOUNTABLITIES/ESSENTIAL DUTIES:
  Reasonable Accommodations Statement
  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable Accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
  
  Responsibilities may include, but are not limited to the following:
  • Works directly with all Emergency Services groups as an IT contact addressing inquiries and complaints by remote session, telephone, or email and in-person; represents the department to all customers in a professional and customer friendly manner.
  • Evaluates, responds to, and resolves requests for computer assistance from users, including resetting user accounts and passwords and troubleshooting basic problems with hardware, software, and other computer related technologies.
  • Diagnoses problems, performs troubleshooting and remedial actions to correct problems, and/or recommends and determines solutions.
  • Instructs users in software applications usage, basic computer navigation, and security practices.
  • Obtains and records customer issue and request information; creates service tickets and determines priority and appropriate staff for resolution; ensures accurate and timely notification of staff.
  • Maintains information on scheduled systems maintenance, including upgrades and outages; informs customers as needed.
  • Evaluates problem severity and repairs or refers to specialized or higher-level personnel and/or vendor for resolution.
  • Assists in testing, diagnosing, troubleshooting, and repairing computer system hardware, software, operating, and equipment problems to ensure functional operation.
  • Installs personal computers, mobile devices, software, and peripheral components.
  • Assists in creating baseline software sets, adhering to department and County standards, for various computer makes and models; assist in building, testing, and deploying images, including configuring operating system and loading applications and software.
  • Tests, diagnoses, troubleshoots, and repairs personal and mobile computing systems and equipment problems to ensure functional operation.
  • Installs, configures, maintains, and upgrades operating systems and software packages across disparate platforms.
  • Recovers computer assets to decommissions obsolete hardware.
  • Travel will be required to a variety of County sites to provide onsite troubleshooting and technical support assistance.
  • Will be expected to perform other assignments as needed and trained to support the IT team.
  • Accountability - Ability to accept responsibility and account for his/her actions.
  • Accuracy - Ability to perform work accurately and thoroughly.
  • Analytical – Ability to analyze statistical data, keep accurate records and complete reports.
  • Autonomy – Ability to work independently with minimal supervision.
  • Communication, Oral - Ability to communicate effectively with others using the spoken word.
  • Communication, Written - Ability to communicate in writing clearly and concisely.
  • Customer Oriented - Ability to take care of the customers' needs while following company procedures.
  • Empathetic – Ability to appreciate and be sensitive to the feelings of others.
  • Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards.
  • Honesty / Integrity - Ability to be truthful, maintain high level of confidentiality and be seen as credible in the workplace.
  • Judgment – Ability to use good judgment and discretion as it relates to interpreting policies and procedures.
  • Multitasker – Ability to multi-task in a fast-paced environment.
  • Problem Solving - Ability to find a solution for or to deal proactively with work-related problems.
  • Relationship Building - Ability to effectively build relationships with customers and co-workers.
  • Safety-Minded – Creating a safe work environment; managing risks; reducing exposure liabilities.
  • Time Management - Ability to utilize the available time to organize and complete work within given deadlines.
  SKILLS & ABILITIES:
  Education & Experience: Associate's Degree in Computer Science, Computer Information Systems, Computer Engineering, Electronic, or related technical degree from an appropriately accredited institution OR two years of progressive experience.
  
  Computer Skills: Prior experience with Microsoft Windows, MS Office suite.
  
  License/Credentials: Possession of a valid NC driver's license.
  
  PHYSICAL DEMANDS:
  N (Not Applicable) Activity is not applicable to this position.
  O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs./day)
  F (Frequently) Position requires this activity from 33% - 66% of the time (2.5 - 5.5+ hrs./day)
  C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs./day)
  
  Physical Demands
  Stand F
  Walk F
  Sit F
  Manually Manipulate O
  Reach Outward O
  Reach Above Shoulder O
  Climb O
  Crawl O
  Squat or Kneel O
  Bend O
  Talk/Hear C
  See C
  Taste/Smell N
  
  LIFT/CARRY
  10 lbs. or less F
  11-20 lbs. O
  21-50 lbs. O
  51-100 lbs. O
  Over 100 lbs. O
  
  Push/Pull
  12 lbs. or less F
  13-25 lbs. O
  26-40 lbs. O
  41-100 lbs. O
  
  Other Physical Requirements: Vision (Near, Distance, Peripheral)
  
  WORK ENVIRONMENT: Office environment but may require working outside within the elements.

• About the company

  Alamance County /ˈæləmæns/ is a county in North Carolina.

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