IT Technician II

Description:Under general supervision of the Helpdesk Manager, provides 1st tier computer support to the Fairfax County Park Authority, including end user account configuration and access issues, the installation, configuration, and issue resolution of hardware and software applications. The position requires a well- organized person with strong technical skills who can work both independently and as part of a team to accommodate rapidly changing information technology (IT) priorities. Strong communication and inter- personal skills are required to effectively interact with people at every level of the Fairfax County Park Authority.Duties and Responsibilities

Duties

1. Serves as initial point-of-contact with FCPA staff by responding to phone calls, emails, walk ups or online to triage computer related problems through a helpdesk ticketing system. Will be required to collect information about the user's issue and determine the best way to resolve their problem or escalate as appropriate.

2. Assists agency users with technical support needs in person (on/offsite), via telephone, or through various means of remote access to provide troubleshooting on hardware, software support, solving application issues, and network related issues.

3. Provides account and hardware point of sale (POS) support to county recreation centers, golf courses, and seasonal facilities. This includes tasking for the deployment, imaging, maintenance, and inventory of point of sale (POS) hardware and peripherals.

4. Participates in hardware and software deployments which requires staff to travel to various agency sites and will actively participate in additional projects and deployments as need by the Park Authority and Fairfax County.

Responsibilities

• Provides 1st Tier and some 2nd Tier support to all staff contacting the park authority related to user access, county related applications, network connectivity, peripherals and computer hardware and software.
• Identifies and resolves basic to intermediate support tickets dealing with hardware, software,communications, and networking problems related to end-user computing.
• Uses helpdesk ticketing system to input and track user support requests, including amending ticketswith end user input, updates, additional agency involvement, timeframes, and resolution.
• Maintains documented procedures including equipment inventory of utilized and spare equipment.
• Travel to various FCPA facilities to provide onsite support as directed.
• Performs account management and account support on POS systems.
• Monitors network components for inventory purposes.
• Assists in installing, configuring, and upgrading computer systems.
• Assists in staff moves and relocation of computer equipment.Required knowledge and skills

Do you have experience in Windows?, * Exceptional phone customer service skills with a high degree of patience and professionalism.

• Ability to perform basic/intermediate troubleshooting for staff software application issues for staffon/offsite in person over the phone.
• Must have the ability to provide end users written and verbal technical information to nontechnicalpersonnel.
• Experience and ability to perform diagnostics and basic repairs on computer and printer hardware.
• Knowledgeable of Microsoft Windows operating systems.
• Knowledgeable of computer and network hardware.
• Ability to maintain records and write reports.

$27 - $29 an hour - Full-time, Contract