IT Support Specialist II

Under general supervisor, IT Support Specialist 2 (ITSS2) performs technical work for the Information Services Department. Provides technical support to customers ensuring proper setup and maintenance of the County’s Information Technology (IT) resources including hardware, software applications, and data storage. An ITSS2 troubleshoots and provides first-line diagnosis for all IT platforms. From the Service Desk, they resolve the County Staff’s technology-related issues over the phone, by remote entry into their computer, or in person as required.

ITSS2’s perform related work as required.

As a regular duty, ITSS2’s provides technical services and assistance to information system users. An ITSS2 is distinguished from the Information Technology Support Specialist 1 by experience in providing solutions to a broader range of technically complex problems across the County’s systems.

Work involves operating the County's computer systems, printing, performing backups, responding to system messages, implementing technology solutions, requesting quotes from vendors, and creating purchase orders. Work also involves assisting users in the operation of personal computers, communications devices, and the County's computer system. An ITSS2 is also responsible for installing computer hardware, applications and related software, peripheral equipment, and computer options, performing minor repairs to printers, and sets up cellular devices.

Employee must exercise tact and courtesy in frequent contact with system users, employ initiative, and use judgment in completing tasks. ITSS2’s are assigned to the Information Services Operations Division. ITSS2’s report to the IT Service Desk Supervisor.

This position is essential. Personnel occupying this position may be scheduled to work regardless of weather conditions and/or when general County offices are closed. Applicants must be available to work Sunday through Saturday as needed.

• Performs problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system.
• Provides online technical support using a variety of automated tools.
• Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as appropriate.
• Provides proactive notifications regarding outages, system changes, and problem recovery. Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, telephone, and technical support software alert features.
• Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications equipment deployment and maintenance.
• Understands diagnostic and error messages for common problems.
• Performs and troubleshoots routine operations on PC, network, and mainframe platforms.
• Researches symptoms and solutions of IT systems.
• Documents procedures required to troubleshoot, maintain, repair, and backup IT-related software and equipment.
• Documents inventory, purchasing, pricing, and disposition of County IT property.
• Participates in training to update and expand their personal knowledge and skills.
• Operates the County's computer systems, prints special forms, performs backups, answers system messages, determines the appropriate response to system problems, troubleshoots program error messages, assists users in program error recovery, schedules data processing jobs, develops data processing procedures documentation, researches solutions and resolves computer system error codes.
• Provides overall personal computer support for County offices. Assists users in determining hardware and software needs. Provides users with general instructions on hardware use. Provides users with guidance and advice to better utilize the computer system.
• Provides users with PC technical hardware and software support. Determines and resolves hardware and software problems. Provides individual and classroom instructions on the use of personal computers and the County's computer system.
• Sets up, installs, and performs minor repairs of personal computer hardware,…