Customer Support technician II

Customer Support Technician II

Works under general supervision to provide technical and network problem solution to end-users by performing a question diagnosis while guiding users through step-by-step solution and ensure maximum uptime and efficiency of all network equipment within all Shelby County Departments.

Duties and Responsibilities:

• Installs, tests, troubleshoots, and operates personal computer, telephone, and network hardware and software components.
• Receives and process PC and telephone-related calls to the Service Desk and resolves basic issues via telephone, email, FAX, and memo.
• Identifies and escalates priority issues per user specifications.
• Diagnoses and resolves technical and software issues.
• Provides alternative solutions, where appropriate, with the objective of maintaining user’s satisfaction.
• Participates in the reviewing of established procedures for accuracy in the following areas: projects, network hardware and software, telephone hardware and software etc.
• Locates and resolves complex LAN hardware and software issues using available tools.
• Installs, configures, and troubleshoots PC to LAN connectivity in an environment ranging from Windows 7 to Windows 11, Cat5e to fiber.
• Installs, configures, and troubleshoots desktop telephone to switch connectivity.
• Ensures that computer and telephone equipment is properly tracked, received, and relocated out/in for inventory repair.
• Coordinates activities with outside vendors, maintenance contract, etc.
• Maintains accurate computer-based call records and reviews to ensure achievement of QOS and SLA goals.
• Utilizes group discussion, publications, and other relevant sources to improve personal knowledge-base and skill set.
• Follows up and makes scheduled call backs, where necessary.
• Stays current with system information, changes, and updates.
• Performs other related duties as assigned or directed.