Scope of Services

The Office of Information Technology is looking for a technician to assist the existing Workstation Support Team with troubleshooting computer systems, related software, hardware, printers, Mobile Devices and Audio-Visual equipment.

The duties of this position can be broad and will require a technician who is flexible in their abilities, with an aptitude to learn new duties and responsibilities. Responsibilities will include providing Tier 2 support for Microsoft Windows, Office and other various off-the-shelf and department developed applications, with the ability to take ownership of complex issues. Skilled in performing advanced troubleshooting to determine cause of problems and provide solutions. Install, configure, and provide user support for department owned systems, monitoring Service Desk tickets, and resolving tickets assigned. Participate in projects, create documentation, and provide technical training to staff as needed. Provide AV Support for end users using various forms of technology. Coordinate service calls and repairs for warranty and non-warranty items. Provide support for department owned Mobile Devices (iPhones, iPads, Android Phones etc.) including the configuration, deployment, end-user support, updates, maintenance, and sanitization of such devices. Complete other duties as assigned.

Education

Bachelor's Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience

1. Have advanced knowledge of Microsoft Operating Systems, Microsoft Office suite including Outlook in a networked environment

2. Have advanced knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments

3. Skilled at installing and providing technical support for audio-visual equipment in a professional environment that includes: projection systems, LCD TV systems, wireless presentation devices, video conferencing equipment, and software applications on department owned systems such as Microsoft Teams.

4. Knowledgeable in advanced troubleshooting on various manufacturers of computers, peripherals and audio-visual equipment.

5. Knowledge of the operations, configurations and troubleshooting of various mobile devices (Apple & Android).

6. Skilled at installing and providing technical support for software applications, operating systems, and computer hardware

7. Able to plan, organize, manage and track projects.

8. Skilled in communicating effectively both verbally and in writing.

9. Able to read, understand, and comply with the department's policies.

Primary Job Duties/ Tasks

Install, configure, and provide advanced root cause analysis of technical issues involving department computer systems and their peripheral equipment, including the installation of software, upgrades, and patches within specified time frames. Research and implement solutions as appropriate. Provide Tier II end-user support for Microsoft Windows OS, Microsoft Office and other various off-the-shelf and department developed applications as needed or assigned. Monitor Service Desk queue and resolve support tickets as assigned. Document work performed and resolution(s). Identify, analyze, and resolve problems and issues using troubleshooting tools and techniques, teamwork, and other innovative solutions. Provide high level of customer service by providing status and information to the customer. Assign service desk tickets to the appropriate technician or group for proper resolution and ensure all Service Level Agreements are met in a timely manner. Provide support of department owned Mobile Devices (iPhones, iPads, Android Phones etc.) including the configuration, deployment, end-user support, updates, maintenance, and sanitization of such devices. Participate in projects like the Personal Computer Replacement Project, Memory Upgrade Project, Operating System Upgrade Project, etc. Provide hardware and software technical training and education for end users as needed or assigned. Provide Tier II advanced support for other technicians as needed or assigned. Participate on statewide teams, both internal and external to the Office of Information Technology as assigned. Provide facts to facilitate the team's decision-making process and to achieve the team's goals. Share information and receive feedback from other Office of Information Technology staff as appropriate. Generate and maintain detailed technical documentation including software installation guidelines, troubleshooting processes, etc. Provide end-user Audio Visual (AV) support as assigned. Configure, deploy, and maintain department owned AV assets. Other duties as assigned.

Job Specific Knowledge, Skills, and Abilities (KSAs)

The submitted candidate must be able to apply the specific knowledge, skills, and abilities in the following areas:

1. Advanced knowledge of Microsoft products, including operating systems, Office suite and Outlook in a networked environment

2. Knowledge of computer software, hardware, and firmware relative to personal computer, local area network/wide area network environments

3. Skilled at installing and providing technical support for software applications, operating systems and personal computer hardware

4. Skilled in the installation, maintenance, trouble shooting, and support of audio video presentation equipment including basic room setup and design.

5. Skilled at performing advanced troubleshooting on various manufacturers of department owned computers, AV Equipment and other peripherals.

7. Ability to communicate effectively both verbally and in writing

8. Ability to read, understand, and comply with the department's policies

9. Ability to multi-task, appropriately prioritize, work with minimal supervision, and achieve results in a fast-paced environment is required

10. Familiar with iPhone and Android Smartphones

Personal Attributes:

1. Able to be trusted with sensitive information

2. Accountable team player who believes no task is too small or too big to tackle

3. Possess a high level of honesty and integrity in all matters

4. Experience at working both independently and in a team-oriented, collaborative environment

5. Advanced interpersonal, written, and oral communication skills

6. Desire to learn new methods and procedures to comply with department standards.

7. Ability to conduct research into issues and topics as assigned

8. Can conform to shifting priorities, demands, and timelines through analytical and problem-solving capabilities

9. Must be able to learn, understand, and apply new things quickly

10. Ability to effectively communicate ideas

11. Highly self-motivated and directed

12. Keen attention to detail

13. Proven analytical and creative problem-solving abilities

14. Ability to effectively prioritize and execute tasks in a high-pressure environment

15. strong customer service orientation

General Knowledge Skills and Abilities (KSAs):

The submitted candidate must be able to apply common knowledge, skills, and abilities in the following areas:

1. Initiative: Must be able to comprehend assignments, organize workload, and meet deadlines with little direction. Must be able to monitor and analyze situations to determine the next step.

2. Communication: Can clearly convey information, in both written and verbal formats, to individuals or groups in a wide variety of settings (i.e., project team meetings, management presentations, etc.). Must have the ability to effectively listen and process information provided by others.

3. Customer Service: Works well with clients and customers (i.e., business office, public, or other agencies). Able to assess the needs of the customer, provide information or assistance to satisfy expectations or resolve a problem.

4. Decision Making: Makes sound, well-informed, and objective decisions utilizing critical thinking skills and analysis.

5. Flexibility: is open to change, new processes (or process improvement), and new information. Can adapt in response to new information, changing conditions, or unexpected obstacles. Ability to receive and give constructive criticism and maintain effective work relationships with others.

6. Interpersonal: Shows friendliness, courtesy, understanding, and politeness to others

7. Leadership: Motivates, encourages, and challenges others. Can adapt leadership styles in a variety of situations.

8. Problem Solving: Able to identify, evaluate, and use sound judgement to generate and evaluate alternative actions, and make recommendations as accordingly.

9. Team Building: Encourages, inspires, and guides others toward accomplishing the common goal as an equal member of the team.

10. Quality Assurance: Knowledge of the ideologies, techniques and tools for quality assurance and control. The ability to put the ideologies, techniques, and tools into practice.

Scope of Services