Technical Support Specialist

Position Summary

Under the supervision of the Information Technology Director, this position helps support the services that individual County departments provide to the public by providing technology consulting, systems implementation, and technology support services to County departments. The Technical Support Specialist is responsible for installing user computer devices and software, supporting and maintaining user computer devices and software, effectively communicating with users regarding their technical problems and needs. Also recommending computer-related solutions, developing a general understanding of department specific software applications and departmental functions, maintaining requests from users via the IT ticketing system and providing support for endpoint technologies and connections. Additional responsibilities include ordering and maintaining inventories of user computers and ordering supplies, monitoring current developments in the computer field, and performing related work as required or assigned.

The incumbent exemplifies the characteristics of a collaborative, innovative, and resilient work culture and models the appropriate behavior to create and maintain a resilient work culture within the department. The incumbent works in partnership with other employees, departments/divisions, agencies and the public in delivering effective and innovative services.

Duties and Responsibilities

Duties may include, but are not limited to, the following:

Essential Functions:

A. Supports users with the planning, deployment, maintenance, security, and support of help desk equipment, systems, and desktop or mobile applications and connections via SCCM configuration management.

B. Trains users in the use of County-owned personal device hardware and software. Evaluates user-training needs and reports those needs to the IT management.

C. Maintains inventory of user computers, mobile devices and other equipment.

D. Works with departments on computer device inventory and purchasing.

E. Implements processes and procedures developed by IT staff and management.

F. Complete projects as assigned. Coordinates resources to successfully complete projects on schedule and within budget.

G. Coordinates with outside agencies and vendors for repair calls and technical support as needed.

H. Manages the organization's phone user directory, which includes tasks such as adding, updating, and removing user access as needed.

I. Performs regular maintenance of computer devices, peripherals, desktop phones, headsets and Mobile Device Management.

J. Troubleshoots and repairs computer devices and peripherals, replaces defective parts, installs upgrades, and updates.

K. Oversee the deployment of system images to devices and ensuring the proper encryption and backup of BitLocker keys to maintain the security of data on those devices in Active Directory.

L. Evaluate replacement schedules for end-user assets in preparation for budgetary year acquisitions.

M. Engages in processes to promote continuous improvement and innovation in Information Technology.

N. Proactively research and stay informed of potential information security threats, industry trends, emerging technologies, and response alternatives.

O. Stay informed of the current trends and developments in field of information technology.

P. Inventory, analyze and address any security concerns. Document findings and deliver to appropriate parties.

Q. Ensures compliance with State of Minnesota BCA, NIST guidelines, and federal FBI security requirements for law enforcement data. Sets up and maintains data backup according to those requirements

R. Implement security measures recommended by the FBI and NIST, using STIGs, to enhance the security of computer images.

S. Manages the distribution of user computer hardware and software. Establishes user profiles on standard computer devices in accordance with established policies and procedures, including login and backup protocols.

T. Support and maintain user computer software. Works with department staff to understand their specific department software functionality and requirements to assure hardware and network compatibility.

U. Works on department software installs and upgrades, testing and debugging. Engages other IT staff for assistance with installation and problems when needed.

V. Coordinates and resolves technology issues internally and externally. Process user requests via the IT ticketing system. Accurately and efficiently, diagnose and recommend appropriate solutions. Updates assigned help desk requests on a regular and timely basis.

W. Provides backup and assistance for the other team members as needed.

Additional Functions:

A. The incumbent is responsible for effectively managing his or her workload to achieve departmental goals. Assures that responsibilities are performed in compliance with federal and state regulations and county policies and procedures.

B. Participates in professional staff development. Participates in training and education opportunities to maintain and improve proficiency.

C. Performs other related functions as apparent or assigned.

Required Knowledge, Skills & Abilities

Office Equipment and Computer Proficiency:

• Demonstrated proficiency in operating various office equipment and computer programs.
• Familiarity with electronic mail systems, Microsoft Office applications, database software and other specialized tools relevant to the assigned area.

Problem Solving and Project Management:

• Utilize logical and creative thought processes to develop solutions according to written specifications or verbal instructions.
• Research, organize, and manage projects, providing well-developed recommendations.

Organizational and Planning Skills:

• Strong organizational and planning abilities with keen attention to detail.
• Proven capacity to manage tasks efficiently and effectively.

Language and Communication Skills:

• Proficient in business English, demonstrating a sound understanding of punctuation, arithmetic, and spelling.
• Effective verbal and written communication skills.

Research and Information Verification:

• Demonstrated proficiency in researching and verifying information.
• Ability to navigate various sources and ensure the accuracy of gathered data.

Collaborative and Independent Work:

• Adept at working in both team environments and independently with minimal supervision.
• Demonstrates flexibility and adaptability in varied work settings.
• Skill in networking with others to gather, understand, share, and disseminate information.

Decision-Making and Evaluation:

• Exercise sound judgment in making critical decisions.
• Develop objectives, evaluate effectiveness, and assess needs.

Data Management and Analysis:

• Skill in collecting and analyzing complex data.
• Skill in analyzing and organizing technical data.
• Skill in using analytical software tools, data analysis methods and able to solve complex design problems.

Technical Knowledge:

• Possess knowledge of local and wide area networks (LAN/WAN), e-mail systems, telecommunications, and data communications.
• Knowledgeable in various versions of Windows server administration and networking, VMware, VLANS, TCP/IP, and network hardware.
• Understanding of enterprise security technologies such as Virtual Private Network (VPN), Encryption, Firewalls, Intrusion Detection/Prevention, and Anti-Virus.
• Familiarity with network software including Exchange email, Office 365, security, virus protection, and content filtering.
• Understand information security audit and assessment methodologies, policies, standards, procedures, and best practices.
• Knowledge of installation, repair and maintenance of hardware and software equipment, materials, and systems used in telecommunications, computing, and network systems.

Qualifications

Minimum Qualifications:

A. A vocational/technical certificate in computer-related studies; and

B. A minimum of one (1) year working experience with PC hardware, Microsoft Windows, and Microsoft Office.

C. Must be able to complete BCA CJIS Security and Privacy certification within 30 days of employment.

D. Any equivalent combination of education, experience, and training which demonstrates the knowledge and abilities necessary to perform the essential duties.

Preferred Qualifications:

• Experience supporting mobile device technology
• Experience with supporting user device network connectivity
• Experience with computer hardware/software procurement processes

Conditions of Employment

A. Must possess a valid driver's license and be able to drive in the state of Minnesota.

B. Obtain and maintain required certifications and licensures.

C. Ability to travel within Minnesota, including extended overnight stays.

D. Ability to travel in your daily work assignment.

E. Must successfully complete a background check.

F. Must comply with organizational and departmental policies.

G. Performs physical/mental demands of the work environment requirements for this position.

H. Must successfully achieve the core competencies and required knowledge skills and abilities for the position.

I. Adherence to data practices policies and standards concerning non-public information is mandatory. Access to non-public data must be restricted solely to the necessary information required to fulfill employment responsibilities. While accessing the data, individuals must take reasonable precautions to prevent unauthorized access by those without a legitimate work-related purpose. Upon completion of the work-related necessity for accessing the data, proper storage in accordance with county policies and Minnesota Statutes is mandatory.

Physical Demands & Working Conditions

Physical/Mental Requirements:

Requires moderate physical effort working regularly with lightweight materials and occasionally with heavy weight materials (over 50 pounds) or occasional requirements for continuing periods of difficult work positions.

Employee must work continuously under high attention to detail and deadlines.

Working Conditions:

Working conditions with exposure to one or more of the disagreeable elements (dust, heat, fumes, cold, noise, vibration or wetness); may be exposed to one element regularly or several elements occasionally, but usually not at the same time; work involves frequent exposure to hazards where lost-time accidents are definitely possible, such as injuries to a hand or foot, etc.; some exposure to health hazards, although probably not incapacitating (or) considerable mental effort and stress involved which could result in tension or anxiety.

Hours of Work:

The typical work hours for this position for Monday through Friday from 8 am to 4:30 pm. Evening, weekend and additional hours may be required as assigned or apparent.

Equipment Utilized:

· This position will be located at the Waseca County Courthouse.

· Operates standard office equipment and computer software programs as related to assigned area.

· Uses general office equipment including but not limited to the telephone, computer, printer, copier, fax machine and communication radio. Utilizes computer software programs as related to assigned area.

· This position does require the operation of an automobile.

Employee Core Competencies

Quality of Work:

• Maintains a high level of accuracy and attention to detail.
• Demonstrates the ability to use resources productively, effectively, and efficiently.
• Anticipates potential problems, providing workable solutions with a 'can do' approach.
• Develops and maintains a good working knowledge of job responsibilities and procedures.
• Takes initiative to analyze situations, resolve problems, and reach decisions.

Quantity of Work:

• Exhibits good organizational and time management skills.
• Plans and schedules work accountabilities in order of priority.
• Self-motivated, works independently, and assumes new challenging assignments.
• Works well under pressure, utilizing resources effectively.

Professional Conduct/Integrity:

• Fosters teamwork and cooperation within and between departments, divisions, and outside agencies.
• Demonstrates knowledge and actions consistent with the County's values and code of ethics.
• Upholds high moral principles and professional standards, including truthfulness, sincerity, and confidentiality.
• Shows respect for others' ideas, perspectives, and styles.
• Demonstrates appropriate business etiquette and social skills.

Customer Service:

• Provides information, options, and solutions in a respectful manner.
• Maintains the County's reputation for high-level customer satisfaction by providing service that is professional, courteous, and responsive.

Communication:

• Develops and maintains working relationships to produce results and a trusting and respectful work environment.
• Communicates professionally through spoken and written correspondence, including emails.
• Listens well, respects differing viewpoints, and contributes appropriately to others.

Safety:

• Maintains a safe work environment, complying with County safety policies and procedures.
• Attending required training.
• Reports safety concerns to appropriate parties.

Accountability and Dependability:

• Adheres to all County policies and procedures.
• Competently performs all required job duties.
• Maintains an acceptable record of work attendance and punctuality in accordance with County and Department requirements.

Notice

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship and is subject to change by the employer as the needs of the employer and requirement of the job change.

Waseca County is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the County will provide reasonable accommodation to qualified individuals and encourages both prospective and current employees to discuss potential accommodations with the employer.

Job Type: Full-time

Pay: $30.64 - $40.44 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• Waseca, MN 56093 (Preferred)

Ability to Relocate:

• Waseca, MN 56093: Relocate before starting work (Required)

Work Location: In person

Salary : $31 - $40