IT Customer Support Specialist I​/II

Information Technologies

The Information Technologies staff delivers creative, practical solutions and services in support of current and future technological needs of El Dorado County. The Technical Services division provides installation, customization, maintenance and support of hardware and software for the Enterprise Server (IBM zBC
12 and related equipment) and its subsystems, including z/OS, CICS/TS, Enterprise COBOL, M204, other IBM program products and multiple independent software vendor packages. Additionally provides installation, customization, maintenance and database administration support for County users of DB2 and M204. The unit provides first‑level technical support to members of IT staff and County departments.

This in‑person role, based in Placerville, CA, offers the opportunity to provide hands‑on technical support to County‑wide technology users.

The Information Technology Customer Support Specialist I/II provides technical support to County‑wide technology program clients on a diverse range of personal computers, hardware, software, and peripheral issues and/or provides training and assistance on standard applications used throughout the County; receives and triages incoming requests from clients by asking diagnostic questions to identify the nature of the issue and establishing problem priority;

serves as a first‑level responder on the full range of standard technical issues and a second‑level responder on limited, routine technical issues; ensures consistent and timely communication with clients on resolution efforts; provides technical support in the installation, configuration, maintenance, and repair of desktop computers and associated applications and network/communication systems; and performs related duties as assigned.

Selected candidate will have the opportunity to:

• Serve as first‑level responder by performing routine duties such as resetting passwords, diagnosing and fixing routine desktop hardware and software or communication connectivity issues; resolve issues within prescribed timelines, or refer to higher‑level technical or professional staff for further investigation and resolution.
• Provide second‑level assistance by conducting an on‑site assessment of the issue; investigate, troubleshoot, evaluate and resolve routine computer hardware, software, and peripheral equipment problems; refer issue to higher‑level technical and professional staff for more complex problem resolution.
• Enter service‑related information into automated work management system, ensuring system is updated when actions are taken; maintain accurate records and files; document progress and procedures performed; generate systems reports on a periodic basis.
• Continuously monitor the status of assigned work orders and ensure clients are updated on the time frame for resolution.
• Install and configure desktop computers, hardware, and software; load and test specialized applications and security devices; apply software patches; ensure connectivity to network and communication systems.

Information Technology Customer Support Specialist I

• Equivalent to an associate degree from an accredited educational institution with major coursework in information technology, computer science, or a related field.
• One (1) year of experience providing technical support to users of desktop computer hardware and software and/or providing training to users of standard software.

Information Technology Customer Support Specialist II

• Equivalent to an associate degree from an accredited educational institution with major coursework in information technology, computer science, or a related field.
• Three (3) years of experience providing technical support to users of desktop computer hardware and software and/or providing training to users of standard software; or two (2) years of experience at a level equivalent to the County's class of Information Technology Customer Support Specialist I.

Additional technical support and/or training experience beyond the required experience listed above may be substituted for the required education on the basis that one (1) year of experience is equivalent to 30 semester (or 45 quarter) units. Possession of nationally recognized certification(s) in the fields of information technology, computer science, or a closely related field may be substituted for some or all of the required education.

Possession of, or ability to obtain, a valid California Driver’s License by time of appointment and a satisfactory driving record.

The County of El Dorado is an Equal Opportunity Employer and encourages applicants from diverse backgrounds to apply.