IT Technician II

IT Support Specialist

Purpose Summary: Deliver high-quality IT resolutions and support for service requests. Troubleshoot, analyze, repair, service, maintain, install, and replace computers, basic network systems, communications equipment, printers, software, and related equipment.

Essential Duties

1. IT Support and Service Requests

• 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 county network.
• 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.

2. Customer Support and Training

• Guide County employees, volunteers, vendors, guests and community center workers in the use of enterprise computer systems and programs.
• Answer, train, and/or research questions from users regarding use of current DAC computer systems and programs.

3. Equipment, Software, and Security

• 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.
• Ensure compliance with service level agreements by providing support through various channels while adhering to the highest customer service protocols.
• Configuring video equipment and downloading video from computers.

4. Documentation, Training and Professional Development

• Attend meetings, seminars and trainings, as required.
• Attend training sessions for DAC systems updates.
• Become familiar with training resources available for DAC and externally.
• Obtain and maintain applicable computer and network certifications.
• Create, update, and maintain department documentation and procedures.

Additional Duties: Other duties as assigned. Responsible for security in respective areas. Perform on-call and customer support phone line duties on a 24X7 rotating or as needed basis.

Qualifications

A. Education. High School Diploma or equivalent.

B. 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.

C. Education/Experience substitution. In accordance with County policy. No substitution for required education.

D. Licenses/Certifications. Valid driver's license. Must maintain a valid driver's license and an acceptable driving record in accordance with County policy. A+, Network+ or other relevant CompTIA, Microsoft, or industry standard certifications preferred.

E. Other (e.g., post-offer medical exam, polygraph, background check, driver's license record, etc.). Must pass NCIC background and driving record check.

Knowledge, Skills, and Abilities Required by the Position:

• Knowledge of computers, electronics, and complex circuitry.
• Knowledge of electronic testing equipment and peripherals.
• Knowledge of enterprise desktop systems and their operational characteristics.
• Knowledge of desktop operating systems, including current Windows platforms, Systems Center, and virtual desktops.
• Knowledge of data communication systems.
• Knowledge of local area networks, wide area networks, and wireless networks.
• Knowledge of customer service and public relations principles.
• Knowledge of basic mathematics.
• Skill in installing, maintaining, and repairing communications and computer equipment.
• Skill in identifying and evaluating computer hardware and software needs and requirements accurately.
• Ability to proactively learn and adapt to new technologies, systems, and processes.
• Ability to work independently with minimal supervision.
• Ability to collaborate effectively within a team environment.
• Ability to communicate effectively in oral and written form.
• Ability to establish and maintain cooperative working relationships with users, staff, and guests.
• Ability to adhere to security and confidentiality protocols when handling highly sensitive and secure data.
• Ability to effectively manage and prioritize workload based on varying levels of urgency.

Compensation Range: $21.16 - $31.74

Doña Ana County is an Equal Employment Opportunity Employer. It is our policy to abide by all federal and state laws prohibiting employment discrimination on the basis of a person's race, color, religion, age, national origin, sex, disability, serious medical condition, genetic information, ancestry, spousal affiliation, gender identity, sexual orientation or any other unlawful criteria, except where a reasonable Bona Fide Occupational Qualification exists. Doña Ana County will make reasonable accommodation(s) for the known physical or mental limitations of an applicant with a disability, upon request, unless the accommodation(s) would cause an undue hardship on the operation of the County. Please see for our Public Notice and to get the Testing/Interview Accommodation Request Form or call View phone number on click.appcast.io for assistance.