IT Field Support Technician I​/II

IT Field Technician

$24.25/hr. + DOE. This position is open at both IT Field Technician I and II levels depending on qualifications. Ada County is a great place to work! We have more than 2300 employees dedicated to enhancing our community's quality of life. Our Information Technology Department team is growing, and this is an excellent opportunity to be a part of taking this team to the next level.

We offer a competitive Total Rewards package that increases your base salary by approximately 40%, including: excellent medical, dental, and vision insurance; generous vacation and sick leave starting on day one; 11 paid holidays annually; participation in one of the nation's best state retirement systems, with 11.96% employer contribution; 457(b) deferred compensation plan with up to 3% county match, plus a 401(k);

paid parental leave, life insurance, and robust wellness programs; ongoing training opportunities and career pathing.

The Field Support Technician provides individual computing and network support and provides computer support internally to Ada County employees. Support is performed independently or within a team helpdesk ticketing environment. Support is done of, but not limited to, computer hardware, software, enterprise data communication systems, wireless devices, routers, switches, and mobile telephones and hotspot equipment. The incumbent will troubleshoot to detect and solve technical problems, install or update required hardware and software and recommend computer products or equipment to improve county productivity.

The field support technician will be required to travel to remotely supported offices as needed to assist in IT projects.

The Field Support Technician I assignments are well defined and of limited scope and technical complexity, using standard procedures and techniques. Guidance is readily available from other team members or management. Schedules, milestones, and priorities are usually provided by management.

The Field Support Technician II assignments are well defined and of moderate scope and technical complexity, where technical supervision provides an outline of the tasks to be performed and suggestions as to methods of approach and procedure to be followed. Guidance is readily available from other team members or management. Consults with team leader and/or management to develop schedules, milestones, and priorities.

Acts as a resource for all teams, departmental issues, and troubleshooting.

Field Support Technician I:

• Services equipment and/or products on site to include, all preventative maintenance, unscheduled maintenance, consumable changes, installations and start-ups;
• Interprets operation manuals to determine root cause of failures;
• Documents preventative maintenance, down time, issues and time spent preparing reports as needed;
• Performs preventive maintenance with little supervision;
• Notifies department management when replacement of equipment is necessary;
• Diagnoses mechanical, hardware, software and systems failures;
• Provides technical support to county employees on operational or maintenance of system tools and/or equipment;
• Identifies potential delays of technology and takes appropriate actions to eliminate or minimize their cause and/or impact on the project and Ada County;
• Maintains integrity and confidentiality;
• Protects confidentiality of records and information about staff; and use discretion when sharing any such information within legal confines;
• Participates in appropriate in-service and workshop programs and attend any required meetings;
• Displays the highest ethical and professional behavior in working with peers and supervisors;
• Installs, diagnoses, and troubleshoots intermediate to complex issues dealing with computer operating systems, applications, hardware, networks, and VoIP phone systems;
• Troubleshoots and solves common Microsoft based product issues;
• Troubleshoots wide area networking and local area networking problems;
• Gains feedback from customers about computer usage;
• Runs reports to determine malfunctions that continue to occur;
• Performs installations, upgrades, and modifications of computer hardware, software, phone systems, and network…