IT Support Specialist

Job Title

Facilitate the functions of the IT system for end users in the County.

Essential Duties and Responsibilities

Provides user support for hardware and software related problems, including network connectivity issues. Recommends, orders, configures and installs new computer systems. Tracks and responds to service tickets in help desk system. Performs other duties as assigned. Reviews, edits and provides recommendations on department level budget. Initiates, communicates and reviews technology projects. Trains colleagues and responds to public inquiries. Creates or edits documents, internal memos, emails and proposals. Interacts extensively with employees, customers, the general public, vendors, regulatory bodies, and other groups and/or individuals and Institutions over the telephone, by email and/or in person. Consistently interacts with customers.

Minimum Education/Directly Related Experience Required

Associates Degree in Information Technology or related field. Five (5) years directly related experience; or equivalent combination of education, training, and experience. Must possess and maintain a valid Driver's License.

Supplemental Information

Knowledge required: Telecommunication technology; information technology; computer systems and computer networking. Skills required: Active listening; communicating diplomatically; customer service; problem recognition; problem solving; troubleshooting, installing / repairing and multi-tasking. Abilities required: Solve problems sensibly and swiftly; solve problems using deductive reasoning; multi-task; react in a calm and timely manner and maintain calm demeanor in stressful situations. Physical demands: Routinely stands to attend to customers. Routinely sits to complete report. May be required to lift work related materials, equipment or tools up to 75 lbs. Regularly requires dexterity for keyboard operation. Incumbents in this position may be required to walk to and from work sites; routinely bend, crawl and kneel. Work environment: Incumbents in this position constantly spends time in office environment; occasionally spends time in computer server room(s). Safety risk exposure: Incumbents in this position may become exposed to telephone verbal abuse by customers or citizens and electrical hazards. Protective gear & safety manuals: Incumbents in this position are required to constantly follow written safety procedures and manuals relevant to the division or department. Consequences of error: Potential errors can result in unfavorable public perceptions and legal ramifications.