IT Customer Support Specialist

Summary: Reviews, analyzes, and evaluates information technology systems operations. Acts as the first level of support between any persons outside the staff of the I.T department with technical needs. Provides advanced technical support and resolves problems of a comprehensive and complex nature.

Support Role: The Customer Support Specialist is responsible for customer service, troubleshooting, and assisting others with technical solutions, with the main focus of helping others with a specific device or application. These goals will be achieved using research, technical knowledge, and collaboration. The Customer Support Specialist will troubleshoot and repair machines and perform upgrades to computers and other devices to ensure proper functionality and security.

Essential Duties and Responsibilities include the following:

1. Guides users in formulating technical and information requirements; advises on alternative computer technologies, and on the implications of alternative selections; processes service requests through help desk software and other methods to meet customer needs.

PERFORMANCE STANDARD: Provides guidance and recommendations based on technology best practices, all incoming requests for assistance are documented, assessed, prioritized, and responded to in a timely manner. Must use best judgment to prioritize "tickets" based on business needs and time to solution; average response time to new tickets should be 15 minutes or less; average response time to close a ticket should be 60 minutes or less; when response times will take longer, person should seek assistance from other team members or outside sources as appropriate. Keep manager and customer informed of status.

2. Assist in development, training and orientation of new staff members to computer services, equipment and programs. Provide one-on-one or group user training on an as needed basis for desktop operations, peripheral operation, software use, computer graphics, Internet navigation, word processing, spreadsheets, and other office automation and video/audio editing.

PERFORMANCE STANDARD: Training is adjusted to meet the technical ability of the trainee(s). Appropriate supporting material and documentation is made available to the

trainee(s). Convenience of trainee(s) as well as maximum participation in training is taken into consideration when scheduling time(s) and location(s). Develops user friendly documentation of training so end user can study and refer back for reinforcement and refresher.

3. Respond to complex customer questions regarding IT services, available equipment, billing inquiries, and specialized applications.

PERFORMANCE STANDARD: All questions and inquiries are handled with a prompt, courteous and professional demeanor. Assistance is provided using good customer service skills and a "can do" attitude; takes ownership of all inquiries, even if the answers obtained are provided by others.

4. Setup and configure desktop systems and peripherals, connections to the wide-area network, and appropriate local-area networks; install PCs at user location; upgrade desktop software and hardware, including peripherals. Migrate data from old accounts or computers to new as requested. Archive data as requested.

PERFORMANCE STANDARD: All required accounts are created and the computer profile is configured before the start date of new personnel or within 2 days of notification of arrival. Data requests to be complete and accurate within a 24 hour cycle.

5. Maintains and upgrades computer hardware and software. Perform the repair of hardware when needed, or coordinates repair under warranty service as required. Investigates, identifies and troubleshoots hardware/software-related issues, takes appropriate actions and provides expedient problem resolution.

PERFORMANCE STANDARD: All routine support issues should receive an initial response within an appropriate time frame of notification. Standard troubleshooting procedures should be documented. Initial response includes, but is not limited to the verification of the problem and determining a course of action.

6. Acts as a technical resource.

PERFORMANCE STANDARD: Provide first level support to all District Attorney Staff. Answers technical questions or obtains the answer if not known and returns that answer in a timely manner. Assumes ownership of answers, even answers that are obtained elsewhere.

7. Acts as a liaison with other offices / remote office computing organizations in facilitating the correction of hardware, network and software problems.

PERFORMANCE STANDARD: Provide first level support to both internal and external customers / vendors. Keep communications channels open and share knowledge with

all parties involved. Lead troubleshooting teams in finding the most time and cost effective solutions. Write and publish lessons learned to help accelerate similar problem solutions.

8. Consult with El Paso County I/T (EPIT) staff regarding specialized components of requested services as needed; consult with EPC I/T staff regarding customer requirements and design specifications for requested services (cable installations, conduit, contracted labor, inventory, and data ports).

PERFORMANCE STANDARD: Follow all required procedures of EPC I/T to assure timely and cost effective implementation of requested services or products. Take the initiative to review costs and methodologies of EPC I/T and offer more cost or process effective solutions as appropriate. Keep internal customers informed of the status and progress of requests.

9. Effectively communicate with staff in a way that encourages participation, answers questions, identifies the problem, procedures followed and source of error; accepts responsibility for correcting issues; communicates effectively with work groups and external groups and vendors.

PERFORMANCE STANDARD: Communications will be conducted in a professional, courteous, and supportive manner, with an eagerness to assist and resolve problems.

10. Maintains inventory and other records, such as usage of laptop and media equipment; surplus of obsolete equipment; orders supplies and handles other clerical duties as assigned.

PERFORMANCE STANDARDS: Inventory changes should be updated within 72 hours of change. Hardware RMA should be placed within 24 hours of diagnoses. Surplus of obsolete equipment should be coordinated monthly or as needed. Procurement of hardware, software and expendables should be extensively researched. During the research price, quality, warranty and vendor service history should be considered. Three alternatives should be presented to management as a guideline.

11. Prepares various video and audio source files for trial and the prosecution criminal cases.

PERORMANCE STANDARD: Meets customer satisfaction standards. Results are clear presentable media that can be understood by target audience and meets legal evidentiary standards.

12. Provides audio/visual set-ups and take-down assistance in courthouse using the A/V equipment request form as requested.

PERFORMANCE STANDARD: Meets the needs of the customer and assures that all equipment is operating at peak performance for prosecutor and other team members.

13. Performs other duties under the direction of the Division Director or other senior District Attorney staff.

PERFORMANCE STANDARD: Manager may, under business needs, require hours to be worked in a flexible or overtime schedule, especially during installations, migrations etc. Will commit to learning all other tasks of the department and be ready to cover for other staff as needed in other roles of the department. Will take ownership for their responsibilities and assure that their assigned tasks are covered by other team members when not they are not in office.

Do you have experience in Word processing?, Do you have a Trade school?, Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Education and/or Experience:

Associate's degree (A. A.) or equivalent from two-year college or technical school, preferably in Computer Science or Information Technology; 12 months in field previous to employment; desktop support experience (software and hardware) preferred; or any equivalent combination of education and experience.

Language Skills:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence; ability to effectively present information in one-on-one situations and to other employees of the organization. Must speak English clearly and proficiently; second language a plus.

Reasoning Ability:

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Accounting software; Database software; Design software; Development software; Internet software; Spreadsheet software and Word Processing software.

Certificates, Licenses, Registrations

• MCP or A+ certification desired

Other Knowledge, Skills and Abilities

• Expert knowledge of MS Windows in an Active Directory environment

• Expert knowledge of MS Office

• Skill in troubleshooting and identifying problems in a timely manner

• Ability to organize tasks and manage time efficiently

• Skill with customer service

• Skill in effective communication techniques

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to use hands to finger, handle, or feel and reach with hands and arms. The employee is frequently required to stand; walk; sit and talk or hear. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must be able to safely lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision.

Colorado's 4th Judicial District Attorney's Office is located in beautiful Colorado Springs, Colorado. We are committed to our community and our mission to administer justice, advocate for victims and partner with law enforcement and citizens in this community in the deterrence and prevention of crime. The office has a staff of 250 employees comprised of attorneys, investigators, and support personnel.