Technical Support Technician

GENERAL STATEMENT OF DUTIES

This is a professional and highly technical position working independently in the completion of projects and duties crossing technical boundaries on software and hardware. This position enables and ensures the operational capabilities, efficient use, integrity, and reliability of technologies needed throughout all County departments.

The overall responsibility of this position is to provide first level support for all PC hardware and software for Guilford County, provide support for all AV equipment, in various departments, and support various software applications for configuration with equipment in multiple departments. Employees serve as Information Technology Department’s central point of contact for network, standalone, telecom/connectivity, applications, Windows Server problems, and requests, as well as, identifying potential security related issues.

Employees may be called upon to transport, unpack and assemble, install, and configure acquired PC hardware and software as well as troubleshooting complex AV equipment. The job requires troubleshooting and problem solving for hardware, software, and network configuration setup. Advanced and complex unresolved problems are determined and referred to analysts. This position reports to Information Technology’s Operations Manager.

Employees in this class are responsible for cross technology support and training on technology use; providing progressive support and application systems support for software and hardware.

Essential duties and responsibilities include, but are not limited to:

• Perform frontline problem investigation and diagnostics to determine solutions for technology issues.
• Work closely with department staff, technologists from various vendors, and County IT to quickly implement problem resolutions and to maximize user productivity potential while providing permanent solutions.
• Plan, implement and monitor technology inventories and systematic changes.
• Provide technical advisory support for department support systems and end user tools.
• Assemble, install, and configure acquired PC hardware/software in a manner that meets County PC policies, procedures, and guidelines.
• Test PC hardware/software to ensure maximum performance, compatibility, functionality, and connectivity prior to delivery.
• Maintain PC systems and printer connectivity in user department locations.
• Demonstrate/explain hardware operation to new users to promote user self-sufficiency.
• When applicable, assist new users in logging onto the host and in accessing PC software and printer functions.
• Work with IT staff and vendors to resolve unusual problems.
• Complete work-orders and trouble tickets for any IT or AV related issues.
• Train designated personnel to install software upgrades to promote distribution of functions to user departments.
• May assist in distributing other first-level PC support functions to user departments.
• Provide second-level support for PC hardware and software.
• Provide backup support in assisting end users with PC application packages.
• Perform other duties as required or assigned.

• Knowledge in use of various industry and standard computer software technologies.
• Knowledge of web use and development technologies.
• Knowledge in structure and use of various industry standard computer hardware, networks and communications technologies.
• Knowledge of project planning, task management, technical documentation, and communications.
• Proficiency in use of MS Office products including Word, Excel, Access, PowerPoint, Publisher, Outlook.
• Knowledge of development of scripting for MS Office products and other general industry products.
• Ability to use SQL based query tools to access various data sources and using access methods like ODBC in MySQL, Oracle, etc.
• Ability to use various diagnostic tools, techniques, utilities, and communications.
• Proficiency in organization, self-management and handling of simultaneous activities.
• Goal driven, thorough follow through and time management.
• Ability to carry out tasks with minimal supervision.
• Proficient in…