Technical Support Specialist II

Technical Support Specialist Ii

The Technical Support Specialist II plays a critical role in providing advanced technical support and assistance to county employees, ensuring the smooth operation of IT systems and services. This position offers a dynamic opportunity for experienced IT professionals to apply their skills in a government environment. The ideal candidate will have a strong IT support background, excellent problem-solving skills, and a dedication to exceptional customer service.

Essential Functions

• Advanced Support: Provide expert technical support and troubleshooting for complex hardware, software, and network issues encountered by county employees.
• Subject Matter Expertise: Act as a go-to resource on IT systems, applications, and processes, offering guidance and support to helpdesk team members and end-users.
• Trend Analysis: Analyze support ticket trends to identify recurring issues or areas for improvement. Collaborate with IT colleagues to implement proactive solutions.
• Vendor Coordination: Work with external vendors and service providers to resolve escalated issues and manage hardware repairs or replacements as necessary.
• Project Participation: Contribute to IT projects, including system upgrades, software deployments, and infrastructure enhancements, ensuring smooth execution and integration.
• Documentation and Training: Develop and maintain technical documentation, knowledge base articles, and user guides. Conduct training sessions and workshops to promote user proficiency.
• Asset Management: Assist with the administration and maintenance of IT assets, including inventory management, asset tracking, and software license compliance.
• Continuous Improvement: Stay updated on industry trends and best practices in IT support. Recommend and implement opportunities for innovation and service improvement.

Knowledge, Skills, Abilities, Education & Experience

• Education: Associate's Degree in Information Technology, Computer Science, or a related field, or an equivalent combination of education and experience. Relevant certifications such as CompTIA A+, ITIL Foundations or Microsoft Certified Professional are preferred.
• Experience: Minimum of 3-5 years of experience in technical support or helpdesk roles.
• Skills:
  • Proficient in diagnosing and resolving hardware, software, and network issues across various systems and platforms.
  • Strong knowledge of Microsoft Windows operating systems, Active Directory, and Office applications.
  • Experience with ITIL or similar IT service management frameworks is desirable.
  • Excellent communication skills, with the ability to convey technical information clearly to non-technical users.
  • Proven ability to work independently and collaboratively in a team-oriented environment.
  • Strong analytical and problem-solving skills, with attention to detail and a commitment to high-quality support services.