Technical Support Specialist - IT

JOB SUMMARY:

Provides technical or functional application problem solving advice and follow up to system users via the Mesa County Helpdesk phone line, giving Mesa County computer users a focal point for inquiry and incident support, help with using county computer based business systems, and management reporting on IT service quality. Assists support personnel in providing front line user support with desktop computer, printer, phones and application issues.

ESSENTIAL JOB FUNCTIONS:

(The following duty statements are illustrative of the essential functions of the job and do not include other non-essential or marginal duties that may be required.   Mesa County reserves the right to modify or change the duties or essential functions of this job at any time. All responsibilities may not be performed by all incumbents.)

Provides reports and information to IT Management concerning IT service levels, response times, and quality to assist IT Management in resource allocation and service capacity planning

Help Desk Activities:

Provides county computer users with a central point of contact to receive assistance and report computer, phone and printer issues to IT staff.  Manage requests for assistance using tools provided, provide assistance at the time of contact when possible and time permits.  Provide a central point of contact for Mesa County facilities external line and route the information to the appropriate personnel for fielding.

Provides non-emergent assistance and advice to county computer users via FAQs, phone and e-mail. Maintains and assists with maintenance of online information base, including FAQs and knowledgebase articles.

Routes help desk requests to appropriate support personnel based on personal computer knowledge and experience, and familiarity with IT organizational structure to assure timely and appropriate delivery of IT support to county computer users

Process IT specific invoices and conduct weekly internal p-card reconciliation.

Hardware Support:

Provides county computer users with support in the daily operations of desktop, tablet and laptop computers, including setup and configuration, daily activities, desktop application operations, and maintenance and diagnostic support.  Provide support for County cell phone ordering, troubleshooting, setup and billing.

Application Support:

Provides first tier support to users for business application software and horizontal applications.

Training and Documentation:

Develops or secures written guidelines for handling computer related problems or tasks

Oral and written communications must be clear and effective.

Performs other related duties as assigned

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:

This position requires standing, stooping, sitting, bending, twisting, and lifting up to 15 pounds.

Work is generally confined to a standard office environment.   Employee may be exposed to possible bodily injury from electrical shock.

Some after hours/modified work scheduling may be required to accomplish project goals.  

In compliance with the Equal Pay for Equal Work Act the following items can be used as a determining factor in the starting and ongoing wage of an employee working in this position:

• A seniority system that rewards employees based on length of employment.

• A merit system that rewards employees for exceptional job performance.

• Education, training, or experience to the extent that they are reasonably related to the work in question.

This position is eligible for the following Mesa County benefits;

• Medical
• Dental
• Vision
• Retirement
• Paid Sick and Vacation Leave
• Life insurance
• Long term disability

Salary : $24 - $27