IT Support Specialist

Essential job functions are the fundamental duties of a position: the things a person holding the job absolutely must be able to do. Reasonable accommodations requested by qualified individuals with disabilities will be made in accordance with the Americans with Disabilities Act (ADA) of 1990, as amended by the Americans with Disabilities Act Amendments Act (ADAAA) of 2008.

Under the general direction of the County Administrator, a skilled entry-to-mid Level IT Support Specialist will collaborate closely with the County’s MSSP and be responsible for providing first-line technical support to internal County users, systems, networks, applications, and ensuring the efficient and effective operation of IT services across the County infrastructure. The role requires a mix of technical skills, customer service, and the ability to work independently and as part of a team to help maintain the integrity and availability of the County’s network.

Job Responsibilities

This job description should not be construed as an exhaustive list of duties and responsibilities performed by persons assigned to this classification. It is not intended to limit or in any way modify the right of any supervisor or manager to assign, direct, and control the work of employees under his/her supervision. All principal duties and responsibilities of this position are essential functions of the position.

1. End-User Support: Provide technical assistance to county employees utilizing remote assistance software when able, and in-person support when necessary.

2. Troubleshooting: Diagnose and resolve technical issues, including user access problems, system errors, software malfunctions, and hardware malfunctions, escalating to the MSSP as necessary.

3. Network Maintenance: Assist in the maintenance and support of area networks including daily backups, installation of hardware/software, and Active Directory.

4. Ticket Monitoring: Utilize tools and ticket tracking solutions and close tickets in a timely manner.

5. Documentation: Maintain accurate documentation of IT systems, procedures, user requests, incident resolution, and asset inventory.

6. User Training: Train employees on the use of hardware/software.

7. Coordinate and assist with vendors and contractors as needed.

8. Manage the County’s cloud-based phone system.

9. Special projects and other tasks as County Administration and MSSP assign them including assisting with routine office tasks

Do you have a valid Driver’s License license?, Do you have experience in Windows?, Do you have a Associate’s degree?, The requirements listed below are representative of the knowledge, skills, abilities, and minimum qualifications necessary to perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

Knowledge of:

• Thorough knowledge of correct English usage, spelling, grammar, and punctuation
• Extensive knowledge of modern office equipment and personal computers
• Knowledge of filing systems and complex record-keeping methods
• Knowledge and ability to use a personal computer to prepare reports, maintain records, search for and compile data.
• Knowledge of networking basics, remote support tools, ticketing solutions, and hardware/software.

Skills and Abilities to:

• Proficient skills using Microsoft Windows, Office 365, Active Directory.
• Ability to work independently, be proactive, demonstrate initiative, and problem-solving skills.
• Skill in effectively using office equipment and technology, including computers and related software, and the ability to master new technologies.
• Ability to manage multiple projects simultaneously and within tight deadlines.
• Ability to demonstrate predictable, reliable, and timely attendance.
• Ability to communicate effectively and present ideas orally and in writing.
• Ability to consistently demonstrate sound ethics and judgment.
• Ability to maintain the confidentiality of information and professional boundaries.
• Ability to establish effective working relationships and use good judgment, initiative, and resourcefulness when dealing with co-workers, elected officials, professional contacts, the public, and representatives of other agencies.

Education, Training, and Experience:

• An associate’s degree in information technology, computer science, a related field, or an equivalent combination of education and work experience. Bachelor’s degree preferred.
• Approximately two years of demonstrated experience in a similar role, preferably within a government, corporate setting, or public organization.

Licensing and Other Requirements:

• Requires a valid driver’s license and personal vehicle insurance and must maintain eligibility to drive as per the County’s Vehicle Policy.
• Successfully complete an annual criminal background check to maintain satisfactory personal qualifications, maintain a jail security clearance, and complete required training as mandated by the department and state regulations.
• Willingness to further credentials by attending additional education, training, and workshops.

Physical Demands and Work Environment

The physical demands and work environment characteristics described are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Physical Requirements

In the performance of job duties, the employee is required to use a computer for extended periods of time, mobilize to other locations, communicate verbally, and hear. While performing the duties of this job, the employee is regularly required to use written and oral communication skills; observe and interpret situations; read and interpret data, information, and documents; analyze and solve complex problems; perform highly detailed work under changing, intensive deadlines, on multiple concurrent tasks; work with frequent interruptions; and interact with officials and the public.

The employee frequently is required to stand, walk, use hands to finger, handle, or feel, and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move items of light to moderate weight. Specific vision abilities required by this job include close vision distance vision, color vision, depth perception, and the ability to adjust focus. May be required to lift up to 40 pounds.

Pulled from the full job description

• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Paid time off
• Vision insurance