Technical Support Specialist
The Technical Support Specialist acts as a member of a team responsible for the overall coordination, control, and maintenance of technical equipment and office automation software within the enterprise to ensure compatibility and integration with enterprise strategies. Works as a team member on projects that entail complex coordination of resources, equipment setup and installation, and vendor support. Resolves problems with technical equipment including, but not limited to, computers, telephones, cell phones, Audio/Visual, printers, peripherals, radios, pagers, and office automation software. Assists in the coordination and implementation of the technical equipment and software replacements, and maintenance projects. Maintains County hardware and software standards and inventory within the enterprise.
Knowledge, Skills, & Abilities:
- Receives general supervision from the Infrastructure Support Group Manager.
- Receives supervision and work assignment coordination from Technical Support Team Lead.
- Receives project supervision from Senior Technical Support Specialists.The following statements are illustrative of the duties and responsibilities of the job. The organization retains the right to modify or change the duties and responsibilities of the job at any time.
- Analyze computer needs across all County departments and offices, and make recommendations regarding appropriate hardware and software.
- Install desktop hardware and software including peripherals and workstation networking equipment.
- Present and update project status and/or solutions to management and team leads as required.
- Identify and initiate resolutions to client problems and concerns associated with office automation equipment, printers, computer hardware, Audio/Visual, network switches, telephones, cell phones, radios, pagers, and software using effect customer service practices.
- Provide technical information to users requesting assistance and research related technology when needed.
- Assist with computer installations including imaging, testing, and validation.
- Recommend County standards for desktop hardware and software purchases.
- Develop Countywide desktop maintenance program and assists users in obtaining maintenance and repair services.
- Communicate problem resolutions customer, other team members, and management.
- Follow policies and procedures regarding ticket entry, ticket retrieval, response times, problem ticket documentation, and resolution documentation.
- Assists the Inventory Quality Control Specialist in coordinating the purchase and asset management of office technology equipment and software.
- Ensures any required work order billing information is entered in a timely and efficient manner.
- Assist the Technical Support Team Lead in the research, installation, implementation, and ongoing maintenance of office technology hardware and software.
- Follow software and hardware registration and inventory procedures to ensure full life cycle management of equipment and compliance with software licensing agreements.
- Manage software maintenance to ensure enterprise software upgrades are updated in a timely manner to ensure appropriate security levels and functionality are maintained.
- Ensure that the County's assets are managed via the Replacement Plan and the asset management system is maintained and accurate.
- Partner with Systems Administrators to maintain a consistent level of support for the customer when dealing with LAN/WAN connectivity, software operations, and hardware issues.
- Ensure the performance of all telecommunications equipment; responsible for completing telephone systems installations, hardware testing, and system programming.
- Assist with annual technology equipment replacement process for desktop computers, printers, telephones equipment, radios, pagers, and software.
- Maintain current technical expertise in the rapidly changing technology of microcomputers (pc's, laptops, pocket pc's, printers, and network gear), communication systems (telephones, voicemail, cellular, radios, pagers, and microwaves), integrated Audio/Visual systems (sound system, microphones, switches, VCR/DVD, projectors, etc.) and utilizes state-of-the-art techniques when implementing office technology solutions.
- Use deductive reasoning techniques to effectively troubleshoot systems problems; perform standard diagnostics to identify and isolate system troubles; follow established procedures to detect problems and restore system to full functionality; administer tests to verify that the corrective action actually cleared the problem.
- Operate and maintain tools and equipment of the trade; clean work area upon completion of project.
- Fulfill department requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
- Attend weekly staff meetings with the Technical Support team.
- Perform other duties as appropriate or necessary for performance of the job.
- Performance measurement, quality assurance, help desk practices, and customer service improvement practices.
- Working knowledge of software and business applications including, but not limited to, word processing, spreadsheets, charting, project management software, e-mail, presentation software, and databases.
- Understanding of telephone switches, phones, and wiring including Ericsson MD 110 PBX, Small Key Telephone Systems, fiber optic cable, and Cat-5 cabling.
- Functions and commands of network operating systems and protocols including but not limited to, PC Hardware, peripherals, printers, Novell Networks, GroupWise E-mail, Windows Desktop Operating Systems and Networks, CIFS, and TCP/IP.
- Modern office practices and procedures; troubleshoot common office automation software including, but not limited too, Microsoft Office (Word, Excel, PowerPoint, Access), GroupWise, Visio, and Novell Netware clients.
- PC hardware for desktops and peripherals.
- Integrated Audio/Visual systems (sound system, microphones, switches, VCR/DVD, projectors, etc.)
- Read and comprehend department and County rules, regulations, policies, procedures, and standard operation procedures.
- Federal, state, or local government business
- Solve trouble calls, complete project tasks, attend meetings and training sessions, etc. in order to assist in meeting work deadlines and fulfill service levels in a timely manner.
- Work in, on, around, over, and under fixed equipment and machinery.
- Work in confined spaces to lift and transport supplies and equipment.
- Analyze problems of the technical nature and develop procedural steps in the solution of problems.
- Communicate clearly and concisely, both verbally and in writing.
- Organize material and present information clearly and concisely in verbal and written form.
- Use hand tools and test equipment.
- Wear and work in personal protective equipment.
- Read, analyze, and interpret general business periodicals, professional journals, technical procedures, technical manuals, or government regulations.
- Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
- Two years of progressive experience in information systems and technology, a directly related field, or in the performance of similar duties and responsibilities. Two years experience handling customer support calls in a centralized Help Desk environment.
- High School diploma or GED required, supplemented by specialized training in computer systems installation, repair, and maintenance.
- Help Desk Customer Support Specialist or equivalent preferred.