General Summary

Under the general supervision of the County Administrator/Controller, and coordinated with the County’s I.T. Director, the role of a Network Support Technician is to help ensure the seamless success of technology use within Lapeer County Local Area Network and Wide area network. The position will gather user problem information, troubleshoot and resolve when possible, or escalate quickly and accurately when appropriate.

Essential Functions/Responsibilities

• Provide operational support to equipment related to user desktops, laptops, tablets, process PC’s (court monitors), Net PC’s, servers, associated OS (Windows,Linix,Ios), user software, printers, tethered network switches, firewalls, phone systems and untethered wireless access points.
• Gather/Capture user and problem information.
• Make use of technical skills, knowledge data bases and other IT resources to resolve problems and escalate problems appropriately.
• Assist in the creation/maintenance of documentation.
• Assist end users with hardware and software issues by fielding telephone calls, email communication, help desk tickets, diagnosing and performing troubleshooting activities. Documents, tracks and monitors the problem to facilitate a timely resolution. Relies on established guidelines and County policies to perform daily functions.
• Applicant must have experience supporting Outlook, Windows, Word, Excel and other desktop applications.
• Uphold and abide by all HPIAA security and County confidentiality policy.
• Add/Remove maintain Microsoft Active Directory entries.
• Installation, configuration, and troubleshooting of OS images and software.
• Provide onboarding setup and training to individual users and new hires.

Employment Qualifications

Education: Associates Degree or equivalent of two years of college level coursework in computer science or related field.

Experience: Two years of technical experience with mid-range computers, personal computers, and peripheral equipment which included work with wide area and local area networks.

Other Requirements: None.

The qualifications listed above are intended to represent the minimum skills and experience levels associated with performing the duties and responsibilities contained in this job description. The qualifications should not be viewed as expressing absolute employment or promotional standards, but as general guidelines that should be considered along with other job-related selection or promotional criteria.

Qualifications

Excellent verbal and written communications skills.

Exhibit a process-oriented mindset.

Excellent time management, prioritization skills, and organizational skills.

Daily end user support and issue root cause identification.

Strong help ticketing documentation skills.

Experience with PC and Mac hardware.

Knowledge of multiple OSs and applications (LOS, Windows, Linux, Office365, Chrome, Edge).

Experience with remote management tools (VNC, RDP, Kaseya RMM) Experience with troubleshooting printers.

Experience with Antivirus, Spamware, Cryptolocker, SOPHOS software.

Active Directory user account administration

Working knowledge of VMs vs Physical PCs and servers.

Working knowledge of networking concepts and VLANS.

Experience in Help Desk support or Computer support.

Configuration and troubleshooting web cams and video conferencing.

Configuration and troubleshooting VPN connections.

FLSA Status: Non-exempt

Workers’ Compensation Code: 8810

Occupational Employment Statistical Code: 25103

Physical Requirements: {This job requires the ability to perform the essential functions contained in this description. These include, but are not limited to, the following requirements and working conditions. Reasonable accommodations will be made for otherwise qualified applicants unable to fulfill one or more of these requirements}:

Ability to access various county departments offices and equipment.

Ability to enter and retrieve information from computers.

Ability to access meeting rooms of Board committees.

Must be able to lift and move around 50 lbs. including equipment, files, or supplies.

Working Conditions:

Works in office conditions.