It Support Technician

Overview

General position in Information Technology:
Under general supervision, provides helpdesk end-user technical support and assistance to County staff in the use of software and hardware applications. Responsibilities include receiving and documenting phone calls and emails about IT issues, entering work tickets, troubleshooting and installation, and supporting the phone system and voice mail. Occasional evening and/or weekend work may be required.

• Receive and document IT issues via phone, email, or Helpdesk ticketing system.
• Resolve issues opened in the ticket system, including software/hardware troubleshooting, installation, phone system support, printing, and hardware maintenance.
• Diagnose and resolve computer problems related to software and hardware; provide telephone support to County staff.
• Set up phones for users; maintain the phone system and voice mail programming; assist with deployment of county-issued cell phones.
• Utilize remote support tools when possible.
• Administer and maintain local servers and accounts; develop security procedures and policies as required.
• Deploy, install, and configure workstations; ensure proper software installation for each department; create user and email accounts; relocate equipment as requested.
• Monitor backups and data restoration; assist users with lost data, passwords, and credential recovery in Active Directory.
• Train users on accessing resources (email, domain login, shared folders, printers, etc.) and respond to training needs.
• Attend meetings, conferences, and training as necessary; participate on committees; attend Sandoval County Commission meetings on a rotating schedule with IT staff.
• Document inventory, software/hardware configuration, credentials, installations, and software licensing in Helpdesk software.
• Organize old equipment for disposal, document serial numbers and asset tags, and prepare for disposal or recycling.
• Set up and configure mobile devices (Android, iOS, Windows, etc.).
• Perform other job-related duties as assigned.

• Education and Experience: High School Diploma/GED and one year of experience in an IT Help Desk or computer support environment with end-user technical support, troubleshooting, installation/configuration of computers and peripherals; some telecommunications experience. May be supplemented by IT courses/certifications or equivalent combination of education and experience.
• Preferred
  
  Certifications:
  
  MCP and Network+ (not required but preferred).
• Licenses/Certifications: Valid New Mexico driver’s license or ability to obtain one within 30 days; SC Defensive Driving Course completed within 90 days; CJIS certification within 9 months and ability to pass CJIS background check; other certifications may be required (e.g., HDI) within specified time after hire.
• Other Requirements: Ability to maintain a valid New Mexico driver’s license.

Position reports to the Director of Information Technology or designee and does not supervise staff.

• Fundamental operations of relevant software, hardware, and equipment; remote support tools.
• Customer service principles and effective communication (oral and written).
• Active Directory, Server, Email, Antivirus, Biometrics, and Web-Based Applications; VPN, VoIP, wireless, TCP/IP; network diagrams and documentation; remote support.
• Mobile device management for Android and iOS;
  Windows operating systems;
  Help Desk software.
• Problem solving, troubleshooting, time management, prioritization, and ability to work with non-technical users.

Office environment with occasional outdoor/remote site work. Ability to sit, stand, or walk for prolonged periods; lift up to ~40 pounds; operate a computer and phone; occasional after-hours work, weekends, or overtime. Occasional county vehicle operation for meetings and training.

We foster an organization that engages its citizens and exceeds their needs. We promote organizational excellence through collaborative leadership, improved communications, and employee development. Sandoval County is committed to recruiting qualified people who serve residents. This description reflects the current needs and does not imply a promise of employment or guarantee of continued employment.