LEAD CUSTOMER SUPPORT SPECIALIST (REMOTE) - Information Technology

Perform senior level analysis, testing and problem solving for County end user computers and printers. Perform systems and designs, program designs, testing, and implementation of complex systems. Provide technical direction and support to Support Specialists. Automate County offices and maintain personal computers, programs, and support users., 1. Performs initial on-site problem determination and resolution for network cabling and equipment, coordinates wiring installation projects with both the Facilities department and outside wiring contractors

1. Accepts Help Desk calls from users and provides telephone and on-site technical support to troubleshoot and fix PC system and application problems or routes the user to the appropriate personnel for problem resolution.
2. Analyzes and resolves PC user problems by telephone, remote connections, and on-site. Also installs, configures, and maintains software and hardware.
3. Manages network accounts and securities for all county computer users and computers by assigning security profiles while following procedures established by Technical Services including establishing, maintaining, and monitoring all LOG-ON identifications and access rules, defining specific access to network files, database management systems, and monitoring environment for security violations.
4. Uses system monitors to detect problems in the network or operating system that could affect system availability and advises appropriate Technical Services personnel
5. Provides end users with technical training on the basic functionality of software, hardware and Internet use.
6. Performs small scale wiring projects and schedules and performs equipment installations, relocations and removals
7. Provides second level support and technical direction to Support Specialists to resolve issues
8. Maintains an overview of what incidents to which the County is susceptible and recommends fixes or alternative measures
9. Analyzes and resolves problems associated with server hardware and related operating system software on both server and desktop systems
10. Assists with installs of new software releases, system upgrades and patches
11. Performs system design, program design, testing and implementation of complex systems
12. Performs all other related duties involved in the operation of the IT Department as assigned or required

• Bachelor’s degree or equivalent.
• Two to five (2-5) years of previous experience in information technology including experience or training in systems analysis and design.
• General understanding of applications systems analysis and design and project control methodologies is strongly preferred.
• Ability to work independently or as part of a team.
• Ability to communicate user system requirements to both technical and non-technical County staff and vendors to ensure user requirements are met.
• Strong analytical and organization skills, ability to solve problems accurately, completely and quickly if necessary.
• Ability to participate in and/or manage multiple projects concurrently without loss of quality on any project.
• Driving may be required.
• Must have a valid and current driver’s license., While performing the duties of this position, the incumbent is regularly required to sit, stand, walk, bend, stoop, climb, lift, push and pull.