Information Technology Support Specialist

Primary Responsibilities

• Configure and install software for IT user desktops and laptops.
• Install and provide support for mobile devices.
• Install and provide support for Department and vendor network equipment, including switches and Wireless Access Points (WAP).
• Install or terminate network cabling.
• Perform Personal Computer (PC) imaging, configuration, and installations for both Department staff and inmate PCs.
• Participate in the installation and rollout of new software packages, upgrades, and new desktop hardware.
• Maintain desktop software and hardware.
• Troubleshoot hardware and software for both Department staff and inmate PCs.
• Support mobile workforce.
• Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based local area network (LAN) systems.
• Troubleshoot problems using scripts and checklists as guides.
• Escalate to Tier 3 support when necessary.
• Document problems and resolutions.
• Perform end-user training, if applicable.
• Participate in the testing and evaluation of new desktop packages.
• Provide support for printers and peripherals.
• Support inmate education labs, including server and PC imaging, server and PC-based software installations and troubleshooting, group policy implementation, physical security audits, and inventories.
• Provide regional support in tandem with the Bureau of Field Technology Services.
• This position requires the candidate to travel across Orange County and neighboring counties.

• A minimum of two (2) or more years of experience in the provision of Tier 2 customer support for desktop computers, printers, scanners, etc.
• Experience installing, troubleshooting, and supporting desktop applications and operating systems, including Windows Operating System (OS), Office, Outlook, and Internet Explorer.
• Experience installing and troubleshooting computer hardware and software, including PCs, printers, and peripherals in both a network and standalone environment.
• Possess a valid Driver's License.

• Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems.
• Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) protocols.
• Experience with installing and troubleshooting 3270 emulation software.
• Experience installing, diagnosing, and repairing hardware, including but not limited to hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals.
• Experience using imaging software for deploying desktop PCs.
• Experience providing Voice Over Internet Protocol (VoIP) phone support.
• Experience providing Virtual Private Network (VPN) client support.
• Experience working for a criminal justice agency.
• Knowledge of IT standards in a criminal justice environment.
• Experience supporting end users in a criminal justice environment.
• Ability to work independently and communicate effectively.

• A high school diploma, its equivalent, or two (2) years of equivalent work experience is required.