IT Support Technician

POSITION DESCRIPTION

COUNTY OF BARTHOLOMEW, INDIANA

POSITION: I.T. Support Technician

DEPARTMENT: Information Technology

WORK SCHEDULE: As assigned

JOB CATEGORY: PAT (Professional, Administrative, Technological)

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this document are representative of the knowledge, skill, and/or ability required. Bartholomew County provides reasonable accommodation to qualified employees and applicants with known disabilities who require accommodation to complete the application process or perform essential functions of the job, unless the accommodation would cause an undue hardship.

Incumbent serves as the I.T. Support Technician for the Bartholomew County Information Technology Department, responsible for answering Helpdesk calls and work tickets, providing the first line of support for County staff assisting with hardware and software support. Routes matters needing escalation for specific skill sets to appropriate resources. Assists with installation, configuration, maintenance, backups, and support of server, desktop, network, and voice systems.

DUTIES:

Identifies, diagnoses, and resolves hardware, software, and network related issues. Works with both hardware and software service providers to resolve conflicts and systems failures.

Serves as first responder for the Information Technology Department Helpdesk.

Assists in providing technical assistance and training to system users; instructs users in use of equipment, software, and manuals; consults with users concerning problems or new tasks and aids in formulating technology solutions for business needs.

Assists with installation of hardware and peripheral components, such as monitors, computers, servers, storage systems, routers, firewalls, phone switches, phones, cameras, copiers, printers, and other networked devices.

Executes written implementation plans in support of technology project implementation to assure standards, best practices, security, appropriate testing procedures, and compliance of State, local, and regulatory requirements are upheld during the deployment of new systems and software.

Assists with the maintenance and monitoring of systems security based on County policies and procedures, best practices, and regulatory requirements, minimizing the risk of data destruction or unauthorized access.

Installs, re-locates, terminates, documents, and tests voice and data cabling and fiber optic lines in conjunction with vender services.

Assists with executing strategic initiatives for the I.T. Department.

Participates in on-call rotation and responds to I.T. related emergencies on a 24-hour basis as assigned.

Performs other related duties as assigned.

I. JOB REQUIREMENTS:

Ability to pass a background criminal investigation and maintain a record free of criminal incidents.

Ability to pass a pre-employment drug screening and subsequent random drug screenings as requested.

Associates degree in an Information Technology related area of study or combination of training and experience. Minimum of one year of experience working in complex network and systems environment.

Working knowledge of or ability to develop an understanding of County systems, as well as internal policies, procedures, and services to solve routine problems and recommend system enhancements.

Working knowledge of phone, VoIP, and voicemail systems, web development, database management, backup systems, and best practices of enterprise network and systems architecture.

Working knowledge of Microsoft products, including Microsoft Server, Windows Desktop family, Exchange, SQL, and Office products.

Working knowledge of VMware products, including vSphere, Horizon View, Site Recovery Manager, Workstation, VDI and application publication.

Working knowledge of computer and network installation functions, including cabling, switch programming, routing, VLAN segmentation, VPN configuration, and other supporting communication technology.

Working knowledge of wired and wireless architecture, design, security, and best practices.

Strong troubleshooting and problem-solving skills resulting in finding root cause for permanent resolution.

Ability to communicate effectively orally and in writing with co-workers, system users, other County departments, vendors, and the public, including being sensitive to professional ethics, gender, cultural diversities and disabilities. Ability to communicate complex technical information in clear terms to non-technical people.

Ability to provide public access to or maintain confidentiality of department information and records according to state, local, and regulatory requirements.

Ability to comply with employer and department policies and work rules, including, but not limited to, attendance, safety, drug-free workplace, and personal conduct.

Ability to work alone with minimum supervision and with others in a team environment.

Ability to work on several tasks at the same time and work rapidly for long periods, occasionally under time pressure.

Ability to recognize when to seek help or escalate troubleshooting or problem resolution efforts to coworkers or vendors as needed.

Ability to understand, memorize, retain, and carry out written or oral instructions and present findings in oral or written form.

Ability to respond swiftly and rationally to I.T. related emergencies on 24-hour basis during on-call rotation as assigned.

Ability to periodically work evening and weekend hours and travel locally between county facilities as needed.

Possession of a valid driver’s license and a demonstrated safe driving record.

II. DIFFICULTY OF WORK:

Incumbent performs duties according to general instructions and guidelines from supervisor, with unusual tasks or problems discussed in advance. Work requires independent judgment to determine best methods to overcome difficult or atypical problems. Incumbent’s judgment has a substantial impact on the operation of individual computer users, with work reviewed periodically or upon conclusion to determine compliance with directives and department goals.

III. RESPONSIBILITY:

Incumbent performs a variety of repair, preventative maintenance, and training functions on County computer hardware and software, utilizing general instructions from supervisor and/or standard practices and techniques to ensure proper and effective operation of the County’s computer and information systems. Incumbent generally performs duties in an independent manner, requiring direct supervision only under new or unusual circumstances.

IV. PERSONAL WORK RELATIONSHIPS:

Incumbent maintains frequent contact with co-workers, systems users, other County departments, vendors, and the public for a variety of purposes including providing instruction on computer hardware/software, exchanging information, and providing service to County employees.

V. PHYSICAL EFFORT AND WORK ENVIRONMENT:

Incumbent performs majority of duties in a standard office environment, involving sitting/walking at will, sitting for long periods, working in confined areas, lifting/carrying objects weighing up to 50 pounds, pushing/pulling/handling/grasping objects, reaching, speaking clearly, and hearing sounds/communication.

Incumbent periodically works evening and weekend hours and travels locally between county facilities. Incumbent responds to I.T. related emergencies on 24-hour basis during on-call rotations as assigned.

Job Type: Full-time

Pay: $42,500.00 - $50,000.00 per year

Benefits:

• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Education:

• Associate (Preferred)

Experience:

• IT troubleshooting: 1 year (Preferred)

Work Location: In person

Salary : $42,500 - $50,000