Technical Support Professional I

Job Summary

Essential Functions

• Provides assistance and technical support to information system users; receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem’s resolution; and explains system procedures, limitations and/or sequences.
• Develops and provides training to system users. Develops procedural manuals, system documentation, and application “quick tips” to be used as references by system users; provides users with information regarding changes in software applications and system procedures.
• Delivers, installs, sets up, configures, and maintains personal computers, networks, printers, and other hardware; diagnoses, troubleshoots, and repairs problems; installs and configures upgrades; handles requests for loaner laptops and desktop systems; configures equipment, prepares paperwork documenting equipment loan and return.
• Maintains accurate records on help-line calls, site visits, and requests for technical support; prioritizes and schedules work; updates status to reflect problem resolution/completion; and maintains records of the frequency, types, and resolutions of problems for future reference.
• Assists with the development and maintenance of web pages; makes changes to user accounts in networking and e-mail systems as assigned.
• Supports assigned software and network applications such as PC based applications or Division-specific programs (i.e., Library, Human Resources); assists users, maintains database and security; research, syntheses and generate reports information from databases.
• Researches, tests and recommends new equipment and/or upgrades; maintains records for information systems inventory; identifies the type and quantity of all computer hardware and related peripheral equipment, assignment/location, identification numbers, software applications, etc. for system inventory management and software license compliance.

• For employees in this classification in the Information Technology division, on-call work is a requirement of this position.
• Performs other related duties as required.

Minimum Qualifications

• High school diploma or GED required.
• One (1) year of related experience.
• Fingerprinting Required.

Supplemental information

• Salary offers above the minimum pay grade may be considered based on qualifications.
• Essential Employees may be required to work during an undeclared or declared emergency. The County’s Administrative Office will determine who will be required to work on an incident-by-incident basis.
• This job posting is not intended to be an all-inclusive list of responsibilities, skills, or working conditions associated with the position.