What are the responsibilities and job description for the IT Customer Service Technician position at County of Kent?
Job Responsibilities
The successful candidate will provide technical support for workstations on Microsoft operating systems and Microsoft Office applications. This individual will provide end-user support on desktop systems and peripherals, ensuring security, integrity, and efficient use of devices within the environment. Main responsibilities include servicing support requests from the Service Desk, troubleshooting issues, setting up peripherals and installing desktop software.
Ability to use remote desktop tools to build, monitor, and support desktop systems. Experience utilizing Microsoft’s SCCM and AD management utilities is desired as well as creating/editing power shell scripts and applied GPOs in a domain environment. Strong communication skills are essential as well as the ability to provide computer application training to end users. Responsible for clearly documenting processes and service desk ticket resolutions. Must be able to ensure excellent customer service support to a variety of clients with varying computer proficiency levels.
Minimum Qualifications
Bachelor's degree from an accredited institution in Computer Science, Information Technology, Computer Engineering, Business Information Systems or other relevant discipline combined with two years' experience in a customer service position, or an equivalent combination of education, training and experience.
Requires a thorough working knowledge of computer hardware and software configuration, setup and troubleshooting protocols. Organizational skills and the ability to successfully prioritize a high-volume workload required. Must possess positive customer service skills including the ability to support clientele with a wide variety of technical proficiency levels.
Additional Information
Don't take our word for it that Kent County is a great place to work and thrive.
Benefit Summary
Management Pay Plan (MPP), Non-Exempt
Effective January 1, 2024
Medical and Prescription Plans/Health Care Premium
Health Care Providers – BCBS Wellness PPO, Blue Care Network HMO or BCMS Wellness High Deductible Health Plan (HDHP) with Health Savings Account (HSA)
Prescription Provider – Capital Rx
PPO or HMO: 20% of total healthcare premium per month – pretax
HDHP w/ HSA: 15% of total healthcare premium per month – pretax
HSA – One-time new enrollment County contribution of $1,000 single or $2,000 family,
max HSA contribution $4,150 single / $8,300 family
Eligible for non-smoking and wellness exam incentives
Medical benefits will become effective first day of the month after hire.
BENEFIT ELECTION FORM MUST BE RETURNED TO
HUMAN RESOURCES WITHIN 4 DAYS OF HIRE.
- Part-time employees are eligible to purchase at group rate, less $35 per pay period contribution paid by the County and are eligible for non-smoking and wellness exam incentives.
Dental Plan - Varipro
Class I – 100% of incurred charges (2 cleanings and 1 x-ray per person, per year)
All other Services – 50% of reasonable costs (including Orthodontics)
Up to $2,500 annually per family
- Part-time employees not eligible
Vision Plan - VSP
No charge for WellVision Exam; $20 materials co-pay or up to $60 co-pay for contact fitting with participating doctors
- Part-time employees not eligible
Life Insurance
$50,000 County paid Term Life Insurance
- Part-time employees not eligible
Supplemental Life Insurance/Dependent Life Insurance
Self-pay in increments of $5,000; Minimum-$15,000/Maximum-$450,000
Spouse term life = $25,000, Child term life = $10,000
- Part-time employees not eligible
Flexible Spending - Varipro
Pre-tax contributions for Health and Dependent Care – not eligible for Health Flexible Spending if you are in the HDHP plan
Vacation Leave
Full Time: 6 hours 40 minutes each month – after initial month of hire (0-3 years)
Part Time: 4 hours 50 minutes each month – after initial month of hire (0-3 years)
See MPP Handbook for details.
Paid Time Off
Full Time: Pro-rated amount of 80 hours based on number remaining months in the year at time of hire.
80 hours on the payroll at the start of the year
Part Time: Pro-rated amount of 40 hours based on number remaining months in the year at time of hire.
40 hours on the payroll at the start of the year
Unused paid time off will be transferred to the employee's reserve sick leave bank up to 182 hours immediately prior to the issuance of the annual paid time off credit. Hours in excess of 182 hours will be placed in employee’s retirement bonus bank.
Paid Parental Leave
80 hours of paid time off for birth of a child or temporary placement of the child for adoption. Eligible the 1st of the month following date of hire, runs concurrently with FMLA
Sickness & Accident Plan
1st day of accident or 8th day of illness
67% of gross wages; 26 week benefit
Eligible 1st of the month following date of hire
Long Term Disability
60% of monthly covered earning to a maximum of $5,000 per month; waiting period of 180 days
Holidays
11 Scheduled Holidays
Full Time: 8 Hours pay at regular straight time rate
Part Time: 4 Hours pay at regular straight time rate
Probation Period
None - At Will Employee/Management Relationship
Shift Premium
Non-exempt employees are eligible for a shift premium of $0.50/hour for regularly scheduled second and third shifts that begin after 2:00 p.m., or for holiday or weekend work.
Overtime
Non-exempt employees are eligible for overtime at a rate of time and one half (1½) their normal hourly rate for hours worked in excess of 40 hours per week.
Tuition Reimbursement
$365 per credit hour; maximum of 9 credit hours per year (see policy for eligibility)
- Part-time employees not eligible
Mileage
Published IRS Rate
Deferred Compensation
Enrollment first of each month with a minimum investment of $25 per pay period
Retirement/Defined Pension
Mandatory participation in a Contributory Defined Benefit Pension Plan.
Employee contribution is 9.21% of pre-tax earnings
Supplement to Medical Benefits Premium
Based on years of service, employees may be eligible for a medical benefits premium supplement.
- Kent County reserves the right to modify Management Pay Plan benefits. The above is a summary of benefits. For specific benefit information consult the MPP handbook and summary plan descriptions.
Salary : $2,500
