Associate Customer Support Specialist

Job Summary

We're looking for a customer-focused, self-motivated individual who enjoys helping others and has a strong interest in technology. In this role, you'll provide technical support to the Clerk & Recorder's Office by troubleshooting hardware, software, and system issues, installing and maintaining desktop and audio/visual equipment, and delivering excellent customer service while identifying opportunities to improve processes and support efficient daily operations.

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Hiring Range: $56,000.00 - $61,000.00 annually

This is an in-person position and is not eligible for remote work. This position has an anticipated work schedule of Monday – Friday, 8:00 AM – 5:00 PM, with a Saturday rotation of 7:30 AM – 1:30 PM. Also with the potential for nights and weekends during the election season, subject to change. This position is in-person only. Please be advised this position may close without advance notice, should we receive a sufficient number of qualified applications.

This position provides technical support and training for a variety of networked computing systems, audio/visual equipment, and broadcasting equipment. Duties include installation, configuration, maintenance, upgrades, and troubleshooting of a wide variety of desktop operation systems, software packages, hardware, peripherals, and audio/visual equipment. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

• Responds to customer support requests; provides general IT support. Provides excellent customer service in a timely manner.
• Reviews and resolves services desk tickets/issues; assists with gathering customer support information for internal databases.
• Performs incident management, including installing, configuring, maintaining, troubleshooting, and repairing desktop operating system software, hardware, audio/visual, and peripherals.
• Provides technical support for audio/visual or broadcasting equipment.
• Performs various IT service desk tasks, such as phone setups, name changes, setup of Audio/Visual equipment, shared drive access, printer access, distribution lists, and more requests from general to technical.
• Uses remote system management tools to gather hardware and software inventories, install new or updated software and to provide remote management of desktop systems for troubleshooting purposes, upgrades, and configuration changes.
• Provides basic network support for desktop systems to include network connectivity, configuration, and virtual private networking.
• Performs and oversees account management of employees and third-party vendors/contractors.
• Assists with technology-related employee onboarding and offboarding tasks, such as setup of computers, monitors, docking stations. Provides, verifies, and removes account permissions, software, hardware, and peripherals, ensuring account accuracy as assigned.
• Assists with the initial account access process and enrolling users into Multifactorial Authentication (MFA).
• Uses disk-imaging software to build new desktop systems and to maintain an image library for efficient tracking and use of products.
• Performs other duties as required.

Supervision Exercised:
This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.

Supervision Received:
Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Knowledge, Skills & Abilities

• Knowledge of service desk software and personal computer support processes, tactics, and techniques.
• Must possess strong analytical and troubleshooting skills.
• Ability to provide…