What are the responsibilities and job description for the Technical Support Specialist position at Sarpy County, NE?
JOB OVERVIEW
As an employee of Sarpy County, you receive regular pay for the services you provide at a rate of $28.64 per hour. In addition to your hourly wage, Sarpy County provides benefits, such as insurance and retirement, which are valued at up to $28.481.72 per year.
Under the general supervision of the Chief Information Officer, Security & Operations Manager or designee, performs a variety of skilled technical and administrative work related to all aspects of support for County and contract agencies I.T. equipment and operating systems.
SUPERVISION EXERCISED
None.
ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES
- Serve as the first point of contact for customers seeking technical assistance.
- Respond to technology user issues via phone, email, and in person.
- Assist with onboarding of new users.
- Maintain updated inventory of all equipment, software, and licensing.
- Install and/or upgrade end-user hardware and software.
- Troubleshoot and diagnose end-point hardware, software, and communication problems.
- Utilize ticket/work order system to track issues and document work orders.
- Maintain high level of knowledge of current and emerging end-point hardware and software.
- Understand and manage various software licenses for end-point devices.
- Resolve technical problems with local area networks (LAN), wide area networks, and other systems.
- Install and configure computer peripherals for end users.
- Secure and protect IT assets ensuring confidentiality, integrity, and availability.
- Respond to IT issues on a 24/7 basis in accordance with IT on-call policy.
PERIPHERAL DUTIES
- Report to assigned worksite with regular, predictable, and consistent attendance.
- Maintain knowledge and stay abreast of changing trends affecting duties.
- Implement security standards and best practices.
- Establish and maintain effective working relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, judges, other agencies, vendors, contractors, and the general public.
- Maintain detailed documentation of end-point devices, problems, and problem resolutions.
- Take personal responsibility to ensure proper operation of all systems.
- Perform other duties as assigned.
- Serve as a member of various committees as assigned.
MINIMUM QUALIFICATIONS
Education and Experience
Graduation from high school or GED equivalent, and
Two (2) years* of bona fide work experience in technology support.
Certification in Desktop Support and Operating Systems preferred; VOIP experience desirable.
Special Requirements
Must have and maintain throughout employment a valid Driver’s License, as well as meet eligibility requirements of “acceptable driver standards” as defined by the County.
Must pass an extensive background investigation.
Incumbent will be in on-call rotation for after-hours issues, and when needed/as necessary, must be able to arrive at the Courthouse/worksite within 45 minutes of receiving a call.
Necessary Knowledge, Skills and Abilities
Graduation from high school or GED equivalent, and
Two (2) years* of bona fide work experience in technology support.
Certification in Desktop Support and Operating Systems preferred; VOIP experience desirable.
- Approved combination of training and/or work experience that would provide equivalent knowledge, skills, and abilities may be considered and substituted for the stated education.
Special Requirements
Must have and maintain throughout employment a valid Driver’s License, as well as meet eligibility requirements of “acceptable driver standards” as defined by the County.
Must pass an extensive background investigation.
Incumbent will be in on-call rotation for after-hours issues, and when needed/as necessary, must be able to arrive at the Courthouse/worksite within 45 minutes of receiving a call.
Necessary Knowledge, Skills and Abilities
- Experience working with Windows, Office 365, Active Directory, and Adobe Acrobat
- Knowledge of and ability to apply Information security standards and best practices
- Strong customer relationship and crisis management skills
- Demonstrable organizational and time management skills
- Extensive technical aptitude skills and ability to comprehend complex technical topics and specialized information
- Ability to perform duties with efficiency, thoroughness, accuracy, and attention to detail while managing frequent interruptions
- Ability to disseminate information with technical and non-technical individuals
- Ability to show initiative, make decisions and/or take actions to solve a problem or reach a goal
- Ability to demonstrate accountability and responsibility for actions
- Ability to demonstrate ambition and drive to achieve personal advancement
- Ability to work under pressure and/or frequent interruptions
- Ability to navigate stressful situations while maintaining composure
- Ability to work independently or as part of a team
- Ability to multitask and adapt to changing priorities and new technologies
- Ability to maintain and protect confidential and sensitive information
- Ability to create and follow a systematic method for task performance
- Ability to analyze specific data elements and draw logical conclusions
- Ability to show commitment and dedication in the success of the organization
- Ability to understand and follow exacting verbal and written instructions
- Ability to prioritize work and carry out assigned projects to completion and meet project deadlines
- Ability to communicate effectively, in English, both verbally and in writing in order to understand and convey information via telephone, email, in person, and other communication methods
- Ability to operate equipment including, but not limited to, multiline phone, computer, specialized software, printer, scanner, copier, and fax and personal electronic devices, and other equipment as necessary to perform essential functions of the position.
PHYSICAL DEMANDS AND WORKING CONDITIONS
The physical demands and work environment 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 qualified individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit/remain stationary, walk/move about, and operate/manipulate equipment (e.g. use hands to finger, handle, or feel objects, tools, or controls.)
The incumbent is occasionally required to stand (i.e. remain upright), stoop, kneel, crouch, climb, crawl, bend, and reach (i.e. position self).
The employee must be able to frequently lift and/or maneuver up to 10 pounds and occasionally lift and/or maneuver up to 50 pounds.
Required sensory abilities include vision and hearing. Visual abilities, correctable to normal ranges include close, distance, and color vision as well as depth perception and the ability to adjust focus. Communication abilities include the ability to exchange information (e.g. talk and hear) within normal ranges. Incumbent must be able to exert sustained concentration for several hours at a time.
Work is typically performed indoors in an office setting. Work hours may include evenings, weekends, call-ins, and holidays. Work may be fast paced when dealing with multiple clients, priorities, and time constraints. The noise level is typically moderate.
SELECTION GUIDELINES
Formal application, rating of education and experience, interview, reference checks, successful completion of a national criminal background check, successful completion of a pre-employment drug screen, and other job-related tests or checks as may be required.
While performing the duties of this job, the employee is frequently required to sit/remain stationary, walk/move about, and operate/manipulate equipment (e.g. use hands to finger, handle, or feel objects, tools, or controls.)
The incumbent is occasionally required to stand (i.e. remain upright), stoop, kneel, crouch, climb, crawl, bend, and reach (i.e. position self).
The employee must be able to frequently lift and/or maneuver up to 10 pounds and occasionally lift and/or maneuver up to 50 pounds.
Required sensory abilities include vision and hearing. Visual abilities, correctable to normal ranges include close, distance, and color vision as well as depth perception and the ability to adjust focus. Communication abilities include the ability to exchange information (e.g. talk and hear) within normal ranges. Incumbent must be able to exert sustained concentration for several hours at a time.
Work is typically performed indoors in an office setting. Work hours may include evenings, weekends, call-ins, and holidays. Work may be fast paced when dealing with multiple clients, priorities, and time constraints. The noise level is typically moderate.
SELECTION GUIDELINES
Formal application, rating of education and experience, interview, reference checks, successful completion of a national criminal background check, successful completion of a pre-employment drug screen, and other job-related tests or checks as may be required.
Salary : $29
