ITS Support Specialist

Job Title: ITS Support Specialist
Department: Martin County Information Technology Services Department located @ 2401 SE Monterey Road, Stuart, FL 34996
Hours: 8:00 a.m. - 5:00 p.m. Monday through Friday
Pay: $20.37 per hr./full time benefits offered through contract company.

The candidate MUST have a strong background in customer service.

CONTRACT position with reSOURCE Government Services. THIS IS NOT A DIRECT HIRE POSITION WITH MARTIN COUNTY BOCC!

Must pass criminal background, drug testing, and MVR check

SUMMARY:
Provide diversified administrative and technical support assisting customers. Work involves a full range of business office functions with the primary function being the first point of contact; operating and maintaining ITS incident requests submitted by customers. An employee in this position is the front line for reporting all problems and resolutions including monitoring of data communications, on-line applications, and large complex network systems on a variety of hardware platforms. This position reports to the IT Business Relationship Manager.

In the event of a natural or man-made disaster that may threaten the area, the employee may be required to perform emergency duties as directed.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Note: The listed duties are illustrative only and are not intended to describe each and every function, which may be performed in the job class. The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.)

Answer ITS phones, responds to tickets using first level problem determination techniques to analyze and solve problems per the ITS SLA/Service Level Agreement.

Provide excellent customer service to all constituencies, including staff and public, to facilitate a timely resolution of all reported problems.

Obtain and enter pertinent information from customers that are calling Information Technology Services Department for assistance.

Provide timely and accurate technical guidance and consultation to end users, including business process improvements using technology.

Maintains contact with customers until a problem has been resolved informing them of current status.

Provides technical software support and recovery procedures for tools used within the Martin County network.

Documents all relevant information regarding nature/circumstances of problem, along with actions taken and tools/resources used; communicates with customer to provide status updates, included expected resolution timeframe.

Reassigns, escalates, or enlists support from internal staff when needed; provides customer with directions for resolution via telephone, e-mail, PC remote control and may perform onsite visit in person, or assist with coordination of onsite visit by third-party support.

Perform maintenance on computer hardware, software, and other associated equipment.

Performs data entry of assigned work into appropriate applications.

Serves as back-up for select software applications or hardware support, including technical and end-user support, which may include deployment for support.

Assist with and works on assigned projects and other relative tasks, as assigned.

Must be able to function accurately in a fast paced, pressure-oriented atmosphere.

Escalate problems, when required, to the appropriately experienced staff or management team member.

Performs work related to this job description as required.

KNOWLEDGE, SKILLS AND ABILITIES:
(Note: The knowledge, skills, and abilities identified in this class specification represent those needed to perform the duties of this class. Additional knowledge, skills and abilities may be applicable for individual positions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)

Excellent customer service skills, including ability to communicate effectively in-person, over the phone, and in writing.

Knowledge of customer service desk software.

Knowledge of Windows operating systems.

Working knowledge of the functions, workflows and procedures involved in customer service front-line support.

Knowledge in the use of desktop applications, such as Microsoft Office productivity products (Word, Excel, PowerPoint, Outlook).

Ability to keep information secure and confidential must be of utmost priority.

Ability to work independently.

Ability to understand and execute oral and written instruction.

Ability to use first level problem determination procedures to analyze and solve problems.

Ability to instruct others and to explain steps taken to resolve problems.

Ability to maintain effective working relationships at all levels.

Ability to research, diagnose and resolve technical problems.

Ability to troubleshoot problems using computer diagnostic tools.

EDUCATION and/or EXPERIENCE:
Associates Degree in Computer Science, Information Technology or closely related field and two (2) years of experience in providing end-user support and resolving technical hardware and/or software problems.

Additional qualifying education and/or experience which provide the necessary knowledge, skills and abilities may be substituted one for the other on a year for year basis.

CERTIFICATES, LICENSES, REGISTRATIONS:
Must possess a valid Florida Driver’s License

PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Acceptable eyesight (with or without correction)

Acceptable hearing (with or without correction)

Ability to sit for long periods of time

Requires manual dexterity sufficient to operate a keyboard, calculator, telephone, copier, and other related office equipment as necessary.

WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Work is performed primarily indoors.
Involves frequent interaction with people.

ADA/COMPLIANCE STATEMENT:
This document may be reproduced upon request in an alternative format by contacting the County ADA Coordinator (772) 320-3131, the County Administration Office (772) 288-5400, Florida Relay 711, or by completing our accessibility feedback form at www.martin.fl.us/accessibility-feedback.

EEO STATEMENT:
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.