Technical Support Officer; TSO – Tier 1

Class Title

Technical Support Officer (TSO – Tier
1)

Madison County, Tennessee

Information Technology

Chief Information Officer (CIO)

Provides frontline technical support and guidance to end users in a 2025, cloud‑centric environment. Responsible for assisting users with hardware, software, and basic network issues, primarily through email, phone, chat, and remote management tools. Documents, tracks, and monitors incidents within a service desk to ensure timely resolution. Duties include installing, testing, and updating workstations, mobile devices, and peripheral equipment in line with zero‑trust security practices.

This role exercises professional discretion and requires adaptability in a fast‑paced public‑sector IT setting.

• B.S. degree in a technical or business‑related field OR 2 years of experience in IT support, networking, or a technical field.
• Experience with modern SaaS platforms, endpoint security solutions, and remote support software (e.g., Bomgar, MS Teams) is strongly preferred.

• Excellent verbal, written, and customer service skills.
• Proficiency in hardware and software installation, basic TCP/IP networking, wireless configurations, user account management (e.g., Azure AD or equivalent), and troubleshooting across Windows and macOS environments.
• Solid foundational knowledge of Microsoft 365 productivity suite.
• Ability to apply logical and critical thinking to promptly resolve Tier 1 issues.

• Valid Tennessee Class “D” license preferred.

• Oral communication via phone or in‑person interaction.
• Ability to transport and install IT equipment (up to 50 lbs.).
• Visual acuity for reading printed materials and on‑screen content.
• Indoor office conditions with occasional on‑premise visits.
• On‑call rotation, including weekends or shift work as needed for continuity of County services.
• Requires adherence to County cybersecurity policies (e.g., data classification, multi‑factor authentication, etc.).

• A valid Tennessee Class “D” license is preferred.

• Ticket Logging & Management
  • Log all incidents and service requests in the service desk ticketing system.
  • Assign priorities, categorize issues, and ensure clear documentation for smooth handoffs.
• Basic Troubleshooting
  • Diagnose and resolve Tier 1 hardware/software issues, including application errors, printer malfunctions, and user account resets.
  • Provide remote assistance when on‑site support is impractical.
• Security & Data Integrity
  • Follow zero‑trust principles to maintain user and data security.
  • Adhere to multi‑factor authentication and proper password management standards.
• Hardware & Software Support
  • Install and configure desktop OS, standard applications, and peripherals in compliance with County IT policies.
  • Update and patch systems regularly to mitigate vulnerabilities.
• User Engagement & Customer Relations
  • Serve as the first point of contact for County employees; resolve issues promptly or elevate to Tier 2 when necessary.
  • Provide introductory training on new hardware/software as needed.
• Asset Management
  • Maintain accurate inventory of devices, peripherals, and software licenses.
  • Follow procedures for surplus or decommissioned equipment.
• Documentation & Knowledge Base
  • Contribute solutions and FAQs to the internal knowledge base, fostering continual improvement.
  • Report recurring issues to senior IT staff for deeper analysis.
• Professional Growth
  • Pursue training and certifications to stay current with emerging endpoint technologies and best practices (e.g., IoT devices, MDM solutions).
• On‑Call Availability
  • Participate in an on‑call rotation, addressing urgent incidents outside normal business hours.
• Additional Duties
  • Perform any other related tasks as assigned by the CIO or IT Manager.
  • Technical Learning – Eagerness to keep pace with evolving tools and platforms.
  • Customer Focus – Ability to empathize with non‑technical users and communicate effectively.
  • Problem Solving – Quick assessment and resolution of basic hardware/software malfunctions.
  • Organizing & Prioritization – Systematic approach to managing a ticket queue.
  • Integrity & Trust – Upholding confidentiality and ethical standards at all times.

• Exhibits willingness to engage in ongoing training and certification programs.
• Integrates newly acquired skills into daily workflow, improving end‑user experiences.

The above information is not designed to contain or be interpreted as a comprehensive inventory of all duties and responsibilities of this position.

Madison County, Tennessee is an Equal Opportunity Employer. Qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, disability or any other legally protected status.