IT Support Specialist

IT Support Specialist

Conditions Of Employment: Completes initial security awareness training prior to account activation, and annual refresher training thereafter. Successfully completes the personnel security screening appropriate to the access assigned to the position, including Criminal Justice Information (CJIS) screening, and maintains that adjudication current.

Summary Of Job Purpose: The IT Support Specialist is an entry-level, front-line support position for the Information Technology department, focused on service and resolution for Elko County personnel. The Support Specialist answers service desk calls and tickets; diagnoses and resolves desktop, laptop, mobile, and peripheral hardware and software issues; deploys and configures endpoints and software to County standards; and guides users on approved software and best practices, keeping end-user downtime to a minimum. Problems affecting servers, networks, or other shared infrastructure are diagnosed at the front line and escalated to the appropriate Administrator with complete information.

Essential Functions: An employee in this position may be called upon to do any or all the following essential functions:

• Answers service desk phone calls and ticket requests; performs first-pass triage by classifying each ticket's category and severity and routing it to the correct resource.
• Diagnoses and resolves hardware and software problems on desktops, laptops, and mobile devices, applying structured troubleshooting methods.
• Sets up images, labels, and deploys new computers, peripherals, and software in accordance with standard County configuration baselines.
• Installs, configures, and troubleshoots common end-user software (email, Office, PDF, and similar) and performs scheduled updates and patches on assigned endpoints.
• Installs and configures local and networked printers, scanners, and other peripherals, and resolves related connectivity and driver issues.
• Connects user workstations to the network and verifies endpoint connectivity; escalates server, transport, and other shared-infrastructure problems to the appropriate Administrator.
• Verifies user identity in accordance with department procedures before performing password resets or other account actions.
• Train and assists users on approved hardware and software and customizes endpoint options at the user's request within approved configurations.
• Verifies endpoint security posture (antivirus, patch level, and disk encryption) and documents findings.
• Decommissions replaced and end-of-life endpoints, including sanitization of storage media, in accordance with department procedures.
• Logs all work performed in the service management system using clear, structured language readable by both end users and technicians, and confirms resolution with the user before closing the ticket.
• Documents and escalate unresolved or out-of-scope issues to the appropriate Administrator with complete diagnostic information sufficient for the receiving technician to continue the work without re-contacting the user.
• Promptly reports suspected security incidents and acceptable-use violations through established department procedures and does not attempt unilateral remediation.
• Creates and maintains knowledge base articles and user instructions for novel and recurring resolutions, written for both end-user and technician audiences.
• Keeps the supervisor informed of work status and significant developments and completes assigned work accurately and on time.
• Identifies and assesses opportunities to improve services for internal users and the public and offers suggestions for system or infrastructure improvements.
• Maintains current knowledge of technological trends, techniques, and advancements in the IT field and in security management practices, laws, policies, and ethics.
• Represents the department with dignity, integrity, and a spirit of cooperation.

Education And Experience

Education: High School Diploma or equivalent. College-level coursework or training in computer technology preferred. Experience: 1 year of computer technology experience; or any combination of training, education, and experience that would provide the required knowledge, skills, and abilities Certifications: Must maintain a valid Nevada driver's license. CompTIA A+ and CompTIA Network+ (or IT Director-approved equivalents) within 1 year of hire.

Knowledge, Skills, And Abilities

An employee in this position must have the following knowledge, skills, abilities upon application:

Knowledge:

• Purpose and function of all County departments.
• PC software and hardware system principles and concepts.
• Overall capabilities of the computer system.
• Modern office procedures, methods, and computer equipment.
• Basic information security and acceptable-use principles.

Skills:

• Communicating effectively both verbally and in writing.
• Providing strong customer service and excellent collaborative teamwork.
• Understanding and carrying out complex written and oral communications.
• Understanding and interpreting user needs.
• Managing time effectively.
• Reading and interpreting computer manuals and operational guides.

Abilities:

• Complying with Elko County policies and departmental procedures.
• Preparing clear written instructions and documentation for users.
• Troubleshooting a variety of software and hardware problems on personal computers and peripherals.
• Establish and maintain effective working relationships with those encountered in the course of work throughout the County.
• Working in a fast-paced environment, meeting schedules and established deadlines.
• Adapting to changing environments and new technologies.
• Recognizing when an issue or request exceeds the position's scope and escalating it appropriately.

Physical Demands And Working Environment

An employee in this position must meet the following physical requirements upon application:

• Work is performed in various office settings. The incumbent may be required to work in confined spaces. Hand-eye coordination is necessary to operate computers and various pieces of office equipment.
• While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, feel, or operate objects or controls, and reach with hands and arms.
• The employee is occasionally required to stand or walk.
• The employee must occasionally lift and move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
• The noise level in the work environment is usually quiet; frequent interruptions to planned work activities should be expected.
• The environment is generally clean with limited exposure to conditions such as dust, fumes, noise, or odors.
• Tools and equipment used include personal computer hardware and software, printer, network servers and hardware, general office equipment, mobile devices, and VOIP phones.