Customer Support Technician

Customer Support Technician IIWorks under general supervision to provide technical and network problem solution to end-users by performing a question diagnosis while guiding users through step-by-step solution and ensure maximum uptime and efficiency of all network equipment within all Shelby County Departments.Duties and Responsibilities:Installs, tests, troubleshoots, and operates personal computer, telephone, and network hardware and software components.Receives and process PC and telephone-related calls to the Service Desk and resolves basic issues via telephone, email, FAX, and memo.Identifies and escalates priority issues per user specifications.Diagnoses and resolves technical and software issues.Provides alternative solutions, where appropriate, with the objective of maintaining user’s satisfaction.Participates in the reviewing of established procedures for accuracy in the following areas: projects, network hardware and software, telephone hardware and software etc.Locates and resolves complex LAN hardware and software issues using available tools.Installs, configures, and troubleshoots PC to LAN connectivity in an environment ranging from Windows 7 to Windows 11, Cat5e to fiber.Installs, configures, and troubleshoots desktop telephone to switch connectivity.Ensures that computer and telephone equipment is properly tracked, received, and relocated out/in for inventory repair.Coordinates activities with outside vendors, maintenance contract, etc.Maintains accurate computer-based call records and reviews to ensure achievement of QOS and SLA goals.Utilizes group discussion, publications, and other relevant sources to improve personal knowledge-base and skill set.Follows up and makes scheduled call backs, where necessary.Stays current with system information, changes, and updates.Performs other related duties as assigned or directed.