IT Support Technician

Information Technology Support Technician

The Information Technology Support Technician performs intermediate to advanced technical duties related to computer hardware and software customer support. Responsibilities include operating and maintaining countywide computer systems to ensure end users receive the most effective IT functionality. The position installs computer hardware and software, updates applications, and performs diagnostic tests and maintenance on computer components. This position also develops and maintains countywide IT asset data, gathering and documenting asset state of condition, and performing complex technical office and field work to be used to plan maintenance activities and in support of a computerized maintenance management system. Does related work as required. Work is performed under general supervision. There are two levels for this position, the following is the hiring ranges based on experience: IT Support Technician I: $25.26/hour to $34.74/hour IT Support Technician II: $28.93/hour to $39.78/hour The full salary range for both levels to provide opportunity for growth and development: IT Support Technician I: $25.26/hour to $44.21/hour IT Support Technician II: $28.93/hour to $50.63/hour

Examples of Duties

• Performs the installation, configuration, and maintenance of computers, workstations, and other related equipment and devices;
• Performs general problem solving and assistance on diverse software applications and hardware systems for county users;
• Provides individual and/or group instruction and training on new or updated technologies;
• Performs varied technical assistance and maintenance duties; maintains and updates record keeping system; documents projects; writes and maintains user instructions;
• Performs moderately advanced technological systems support, maintenance, and testing for proper upkeep of systems; may troubleshoot and resolve moderately complex system hardware, software, and conflicts;
• Participates in the review, evaluation, and recommendation of solutions relating to hardware and software acquisitions and/or updates;
• Participates in research and development initiatives and aids in the implementation of new technologies;
• Performs technical support by performing deskside support to users with common hardware and software problems, which includes troubleshooting, testing, or resolving issue;
• Maintains computerized inventory of Information Technology equipment and specialized services for users;
• Provides plan to maintain functionality and user productivity through plan to acquire, track, support, and decommission hardware such as laptops, desktops computers, printers, and other technology equipment; and
• Performs related tasks as required.

Knowledge, Skills and Abilities

• Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications;
• Knowledge of current technological developments and trends in area of expertise;
• Strong knowledge of asset management processes and procedures;
• Records maintenance skills;
• A sense of urgency and a commitment to timely completion of projects;
• Attention to detail along with a commitment to quality and confidentiality;
• Sound written and verbal communication skills necessary to effectively interface with all levels of internal and external business contacts;
• Strong interpersonal skills and the ability to work effectively with a wide range of constituencies in a diverse community;
• Ability to work independently or as part of a team effectively;
• Ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional customer service;
• Ability to perform preventive maintenance on systems software, applications, hardware, and communications;
• Ability to provide functional direction to other technical support staff and/or county employees;
• Ability to determine computer problems and to coordinate hardware and software solutions;
• Ability to analyze and resolve computer problems;
• Ability to communicate technical guidance and instruction to users on the use of IT applications and systems; and
• Ability to establish and maintain effective working relationships with fellow employees, supervisors, and other departments.

Education and Experience

IT Support Technician I

A combination of education and experience equivalent to a high school degree and one (1) year experience in Windows based systems and hands on technical knowledge of laptop and desktop design and software installation in a break-fix environment.

IT Support Technician II

A combination of education and experience equivalent to an associate's degree in computer technology or related field and one (1) year of prior experience with providing workstation support.

Certifications such as CompTIA A+, CompTIA Network+, and HDI Support Center Specialist preferred.