IT Technical Support Specialist II – READVERTISEMENT

General Description of DutiesPrevious Applicants Need Not Re-applyInitial salary may be up to 15% above the minimum salary based on verified related education, experience, and training above the minimum requirements.This is highly technical work supporting and maintaining a wide variety of in-house technological equipment and IT assets.

Work involves installing, configuring, diagnosing, repairing, and upgrading all hardware, software, and peripherals.

Work involves installing, configuring, diagnosing, repairing, and upgrading all hardware, software and peripherals; ensuring optimal performance of desktops, laptops, tablets, printing/scanning devices, cameras and presentation equipment.

Work also involves performing the technical tasks required to analyze and evaluate data network hardware/software configurations and connectivity problems.

This position will act as a communication conduit between OIT and those served in their designated service area.NOTE : The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.

The Job Description Questionnaire (JDQ) reflects a more detailed description of the position.

Neither the job description nor the JDQ constitutes an employment agreement.

Both are subject to change as the needs of the County and requirements of the job change.ESSENTIAL DUTIESPerforms technical tasks required for planning, installing, removing, and maintaining data communications network components and peripheral devices.

Supports and uses multiple operating systems, as well as various software packages including Microsoft Office Suite, Adobe, Internet browsers, email and others running in a networked environment.

Performs installation, configuration, diagnosis, and repair of all PC-related hardware including both physical and virtual systems.

Responds to user support calls either by phone or by site visit, performs diagnostics, and makes needed repairs or modifications as warranted by the type of call.

Provides a point of contact for users by covering the TSC during an assigned shift and while off-shift using the ticketing system, taking primary responsibility for 1 st level resolution of trouble tickets.

Assigns a priority level to the severity of user requests.

Installs and assists in the testing, debugging, documenting, and other technical support for new or modified software applications.

Assists in the prevention and removal of malware (parasites, virus, et cetera) at the desktop level.

Maintains inventory and software
– and hardware-related supplies as needed.

Assists with annual inventory reconciliation.

Maintains a stock of serviceable parts and software, as required.

Salvages usable parts and surpluses old equipment.

Monitors system performance and recommends improvements that will contribute to maintaining high standards on the County network.

Trains departmental technical liaisons and users on practices and procedures necessary to maintain optimum network connectivity and operability of systems running on multiple platforms.Performs functions related to planning, installing and troubleshooting network components and connectivity.

Performs assessment of location readiness for equipment installation and installs multi-platform computer equipment and software, including configuration and equipment maintenance for equipment connected to the local and wide area network (LAN/WAN).

Activates network drops and tests system before leaving the user site to assure there are no hardware/software or network connectivity conflicts.

Sets up and configures physical & virtual Ethernet network cards (wired and wireless).

Provides troubleshooting of VLAN/VPN issues in conjunction with the Network staff.

Troubleshoots network connectivity problems.

Modifies physical & virtual Network Interface Card (NIC) system parameters and proves system-level problem determination.

Resolves securities issues, such as unusual packets and traffic on the network for anomalies in data network using interpretive calibrated specialized network analysis tools.

Implements and analyzes various network security procedures and techniques to assure top network security is achieved.

Analyzes and evaluates data network hardware and software configurations.

Advises network administrator of system outages and provides support during major outages.

Assists in documentation for content, accuracy, and integration of new systems, in keeping with developing technologies.Provides user/liaison training, project planning, and point of contact support primarily within the designated service area.

Provides backup to other technicians in other designated service areas.

Guides users on the proper hardware equipment operation and usages.

Trains users in the use of county-wide software packages and assists with the operation of area specific software applications.

Trains departmental technical liaisons on practices and procedures using hands on or presentations as necessary to maintain optimum network connectivity and operability of systems running on multiple platforms.

Monitors system performance and assesses the users need for possible upgrades to increase overall efficiency utilizing OIT technology, thereby enhancing users productivity.

Confers with other technical teams and management as to feasibility, and then implements the solution to the users satisfaction.

Executes project management of existing and proposed projects by coordinating installations, scheduling service and major repairs with the area liaisons or directly with users, as warranted.

Prioritizes independent and dependent tasks in a multiple project atmosphere when assigned, such as with the Computer Replacement CIP project.

Maintains project(s) documentation in the call management software program and in the knowledge base.Documents all actions in the OIT call tracking database.

Conducts and documents all testing and research of existing products and proposed acquisitions of technological equipment in a networked environment.

Ensures all calls have complete documentation by entering all information to include troubleshooting steps taken, observations, status reports, exceptions/deviations from standards and resolutions.

This provides a historical record for future reference and trend analysis.Develops standards and technical manuals for installation and use of county supported hardware/software and peripherals and maintains documentation in the knowledgebase.

Evaluates, selects, and recommends new operating systems and test software as it relates to network communication, implementation and performance.

Assists in the development of OS security settings and applies security practices and procedures into application and hardware as recommended by vendors and industry security standards.

Evaluates, recommends, and selects potential new technologies and coordinates implementation with Network and Systems teams.

Researches and tests the development of new technologies and solutions for applicability, functionality and security.

Provides recommendations to ITT management for consideration.

Assists in documentation for content, accuracy, and integration of new systems, in keeping with developing technologies.OTHER IMPORTANT OR MARGINAL DUTIESActive participation and attendance at technical meetings.

Complies with disposal and breakdown of all packaging materials, as directed by Facilities Management.Maintains integrity of the security of OIT and assures that customer service is first in dealing with a system user.DIFFICULTYPosition requires a high level of independent judgment.

Employee is required to prioritize and execute tasks in a high pressure environment.

Position requires employee to have the initiative and ingenuity to make decisions quickly and accurately, independent of direct supervision.RESPONSIBILITY:Supervision ReceivedThis positions duties are generally defined and require significant independent judgment in determining work methods for the accomplishment of desired results.

Employee must be autonomous.Supervision of OthersThis position does not directly supervise others.INTERNAL AND EXTERNAL CUSTOMER CONTACTEmployee provides assistance to all County users concerning office automation, communications, problem determination and problem resolution, equipment replacement and repair.

Contact is made with external customers concerning purchases, equipment maintenance and repair.EQUIPMENT AND TOOLS USEDTools and equipment used are personal computer; word processing software, spreadsheet software, data base software, fax machine/other office equipment, scanners, testing equipment, et cetera.WORK ENVIRONMENT AND PHYSICAL DEMANDSEmployee will work mainly indoors, seated at a desk.KNOWLEDGE, SKILLS, AND ABILITIESExceptional knowledge of the principles, practices, and techniques of supporting computer hardware, software and peripherals.

Working technical knowledge of current network protocols, operating systems, software, and standards.

Comprehensive hands-on hardware troubleshooting experience.

Working knowledge of a range of diagnostic utilities.

Ability to operate tools components and peripheral accessories.

Self motivated and directed.

Solid relationship management and performance management skills.

Exceptional written and oral communication skills and interpersonal skills, with focus on listening and questioning skills.

Strong documentation skills.Ability to conduct research into a wide range of computing issues as required and stays up to date with changing technology.

Ability to absorb and retain information quickly and keen attention to detail.

Ability to present information in user-friendly language to non-technical staff and end use