I.T. Support Specialist

Essential job functions are the fundamental duties of a position: the things a person holding the job absolutely must be able to do. Reasonable accommodations requested by qualified individuals with disabilities will be made in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

Under the general direction of the County Administrator, a skilled entry-to-mid Level IT Support Specialist will collaborate closely with the County’s MSSP and be responsible for providing first-line technical support to internal County users, systems, networks, applications, and ensuring the efficient and effective operation of IT services across the County infrastructure. The role requires a mix of technical skills, customer service, and the ability to work independently and as part of a team to help maintain the integrity and availability of the County’s network.

This job description should not be construed as an exhaustive list of duties and responsibilities performed by persons assigned to this classification. It is not intended to limit or in any way modify the right of any supervisor or manager to assign, direct, and control the work of employees under his/her supervision. All principal duties and responsibilities of this position are essential functions of the position.

1. End-User Support:
Provide technical assistance to county employees utilizing remote assistance software when able, and in-person support when necessary.

2. Troubleshooting:
Diagnose and resolve technical issues, including user access problems, system errors, software malfunctions, and hardware malfunctions, escalating to the MSSP as necessary.

3. Network Maintenance:
Assist in the maintenance and support of area networks including daily backups, installation of hardware/software, and Active Directory.

4. Ticket Monitoring:
Utilize tools and ticket tracking solutions and close tickets in a timely manner.

5. Documentation:
Maintain accurate documentation of IT systems, procedures, user requests, incident resolution, and asset inventory.

6. User Training:
Train employees on the use of hardware/software.

7. Coordinate and assist with vendors and contractors as needed.

8. Manage the County’s cloud-based phone system.

9. Special projects and other tasks as County Administration and MSSP assign them including assisting with routine office tasks

Knowledge of:

• Thorough knowledge of correct English usage, spelling, grammar, and punctuation
• Extensive knowledge of modern office equipment and personal computers
• Knowledge of filing systems and complex record-keeping methods
• Knowledge and ability to use a personal computer to prepare reports, maintain records, search for and compile data.
• Knowledge of networking basics, remote support tools, ticketing solutions, and hardware/software.

Skills and Abilities

to:

• Ability to work independently, be proactive, demonstrate initiative, and problem-solving skills.
• Skill in effectively using office equipment and technology, including computers and related software, and the ability to master new technologies.
• Ability to manage multiple projects simultaneously and within tight deadlines.
• Ability to demonstrate predictable, reliable, and timely attendance.
• Ability to communicate effectively and present ideas orally and in writing.
• Ability to consistently demonstrate sound ethics and judgment.
• Ability to maintain the confidentiality of information and professional boundaries.
• Ability to establish effective working relationships and use good judgment, initiative, and resourcefulness when dealing with co-workers, elected officials, professional contacts, the public, and representatives of other agencies.

Education, Training, and

Experience:

• An associate’s degree in information technology, computer science, a related field, or an equivalent combination of education and work experience. Bachelor’s degree preferred.
• Approximately two years of demonstrated experience in a similar role, preferably within a government, corporate setting, or public organization.

Licensing and Other Requirements:

• Requires a valid…