Job Description

• Performs a wide range of advanced system support duties in either a service desk or an applications/desktop/field environment, in order to provide effective support for enterprise, client/server, desktop computer systems, network systems, and business applications and/or provides effective specialized information technology support related to department-specific applications.
• Provide help desk assistance and technical support for all types of issues affecting end-users, such as software problems, network or hardware failures
• Work involves coordinating and/or providing the first-line assistance for operational problems of agency information technology systems and operating automated office equipment in a standalone, network, or mainframe environment
• Provides first and second level assistance to customers; verifies the location of the problem; elicits information from end-user on the nature of the issue; resolves the issue or refers to other technical staff or a vendor when necessary
• Assists customers with analog and digital Voice over Internet Protocol (VOIP) phone systems and features
• Coordinates with vendors, other County departments, and other agencies in identifying and implementing system upgrades and modifications
• Scripts or develops and maintains group policy objects
• Installs configures, customizes, and administers a variety of commercial off-the-shelf (COTS) and in-house vendor-developed applications; writes programs/scripts and develops reports using standard application development products and tools.
• Works under minimal supervision, with considerable latitude for the use of initiative and independent judgment
• Performs routine applications, system and/or network support duties such as monitoring or adding applications/users/devices, modifying user profiles, resetting passwords, and performing file maintenance; sets up basic user access permissions consistent with County/Agency policies and procedures
• Reviews problem tickets to determine solutions or escalate issues as appropriate, following the tickets through to resolution.
• Excellent customer service skills
• Solid analytical and problem-solving skills

Other Desirable Skills:

• Knowledge of Imprivata SSO, Call Recording, Zoom configuration
• Basic understanding of SQL
• Experience working for/with government agencies
• Recognizes problems, develops recommendations and solutions within the assigned specialty
• Works independently and follows through on assignments

Experiences and Education

• Two (2) years of full-time paid experience performing operations or technical support work on a computer system, or an enterprise or client/server system involving responsibility for customer communications, problem research and resolution, program documentation methods, system performance monitoring, and/or performing network functions.

A Certificate of Achievement, or higher, from an accredited college or university in Computer Science, Information Technology, or another field closely related to the intent of the class.