Technical Support Professional II

Overview

Provides technical support and customer assistance to the Engineering and Project Management division (EPMD) on projects dealing with the supervisory control and data acquisition (SCADA) system for water and wastewater plants. Works as part of the automation systems team (AST) in an operational technology (OT) environment. Responds to questions, calls and e-mails from system users and provides technical assistance, complex problem resolution and customer service;

develops and conducts user training; and installs, maintains, and troubleshoots programmable logic controllers (PLCs), SCADA computers, terminals, networks, and other hardware and peripheral equipment. May also provide support, database maintenance and data reporting for assigned software applications. Employees provide technical support for problems/requests that are more complex and require higher problem-solving experience.

• Provides assistance and technical support to EPMD on projects dealing with the SCADA system.
• Performs PLC upgrades in the field including creating a bill of materials, procuring and installing equipment and programming the PLC for start-up.
• Provides assistance and technical support to SCADA system users.
• Programming on Allen Bradley PLCs using RSLogix
  5000 software.
• Programming on iFix HMI SCADA software.
• Receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem's resolution; and explains system procedures, limitations and/or sequences.
• Provides users with information regarding changes in software applications and system procedures.
• Delivers, installs, sets up, configures and maintains SCADA computers, networks, and other hardware.
• Provides assistance and technical support to information system users.
• Receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem’s resolution; and explains system procedures, limitations and/or sequences.
• Responds to and resolves work orders placed by County employees.
• Develops and provides training to system users. Develops procedural manuals, system documentation, and application “quick tips” to be used as references by system users. Provides users with information regarding changes in software applications and system procedures.
• Delivers, installs, sets up, configures and maintains personal computers, networks, printers, and other hardware. Diagnoses, troubleshoots and repairs problems. Installs and configures upgrades. Handles requests for loaner laptops and desktop systems; configures equipment, prepares paperwork documenting equipment loan and return. Programs and maintains divisional cellular phones.
• Assists manager with administrative duties as assigned; provides guidance and assistance to less experienced technical support staff as needed; serves as intermediary between manager and contractual help; works on special projects as assigned.
• Maintains accurate records on Help-line calls, site visits, and requests for technical support; prioritizes and schedules work; updates status to reflect problem resolution/completion; and maintains records of the frequency, types, and resolutions of problems for future reference.
• Assists with the development and maintenance of Web Pages. Makes changes to user accounts in networking and e-mail systems as assigned.
• Supports assigned software and network applications such as PC based applications or Division-specific programs (i.e. Library, Human Resources); assists users, maintains database and security; researches, synthesizes and generates reports information from databases.
• Researches, tests and recommends new equipment and/or upgrades. Maintains records for information systems inventory; identifies the type and quantity of all computer hardware and related peripheral equipment, assignment/location, identification numbers, software applications, etc. for system inventory management and software license compliance.
• Serves on committees and task forces as assigned and provides technical information systems input, recommendations…