Technical Support Professional

Collier County strives to be an employer of choice, and many of our employees build long-term careers with us. The salary listed in the job description reflects the full pay range for this position, from entry level through advanced career stages.

NEW EMPLOYEES ARE HIRED AT, OR NEAR THE ENTRY POINT SHOWN, DEPENDING ON QUALIFICATIONS AND RELEVANT EXPERIENCE.

Provides technical support and customer assistance to information system users. Work involves responding to questions, calls and e-mails from system users and providing technical assistance, problem resolution and customer service; developing and conducting user training; and installing, maintaining and troubleshooting personal computers, terminals, networks, and other hardware and peripheral equipment.

• 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.
• 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.
• 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; research, syntheses and generate 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.

• For employees in this classification in the Information Technology division, on‑call work is a requirement of this position.
• Performs other related duties as required.

Employees in this classification in the Information Technology (IT) department must possess the foundation certification in the current version of IT Infrastructure Library (ITIL) or obtain such certification within two (2) years of entry into this classification. Incumbents in the IT department will be required to re‑certify in new versions of ITIL within two (2) years of the date of acceptance of that version by the Division Director – Information Technology.

• High school diploma or GED required.
• One (1) year of related experience.
• Fingerprinting Required.

• Salary offers above the minimum pay grade may be considered based on qualifications.
• Essential Employees may be required to work during an undeclared or declared emergency. The County’s Administrative Office will determine who will be required to work on an incident‑by‑incident basis.
• This job posting is not intended to be an all‑inclusive list of responsibilities, skills, or working conditions associated with the position.