support specialist Spotsylvania, VA
Job description
Under limited supervision, IT Support Specialist 1 (ITSS1) performs technical work for the Information Services Department. Under general supervision, an ITSS1 provides technical support to customers ensuring proper setup and maintenance of the County’s Information Technology (IT) resources including: hardware, software applications and data storage. An ITSS1 troubleshoots and provides first-line diagnosis for all IT platforms. ITSS1’s works primarily as a service desk team member. From the Service Desk, they resolve the County Staff’s technology related issues over the phone, by remote entry into their computer or in person as required. ITSS1’s perform related work as required. As a regular duty, ITSS1’s provide technical services and assistance to information system users.
Work involves operating the County's computer systems, printing, performing backups, responding to system messages, implementing technology solutions, requesting quotes from vendors and creating purchase orders. Work also involves assisting users in the operation of personal computers, communications devices and the County's computer system. An ITSS1 is also responsible for installing computer hardware, applications and related software, peripheral equipment and computer options, performs minor repairs to printers and sets up cellular devices. Employee must exercise tact and courtesy in frequent contact with system users, employ initiative and use judgment in completing tasks. ITSS1’s are assigned to the Information Services Operations Section. ITSS1’s report to the IT- Service Desk Supervisor.
This position is essential. Personnel occupying this position may be scheduled to work regardless of weather conditions or other occasions when general county offices are closed.
- Performs problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system.
- Provides on-line technical support using a variety of automated tools.
- Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as appropriate.
- Provides proactive notifications regarding outages, system changes, and problem recovery. Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, telephone, and technical support software alert features.
- Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications equipment deployment and maintenance.
- Understands diagnostic and error messages for common problems.
- Performs and troubleshoots routine operations on PC, network, and mainframe platforms.
- Researches symptoms and solutions of IT systems.
- Documents procedures required to troubleshoot, maintain, repair and backup IT related software and equipment.
- Documents inventory, purchasing, pricing and disposition of County IT property.
- Participates in training to update and expand their personal knowledge and skills.
- Operates the County's computer systems, prints special forms, performs backups, answers system messages, determines the appropriate response to system problems, troubleshoots program error messages, assists users in program error recovery, schedules data processing jobs, develops data processing procedures documentation, researches solutions and resolves computer system error codes.
- Provides overall personal computer support for County offices. Assists users in determining hardware and software needs. Provides users with general instructions on hardware use. Provides users with guidance and advice to better utilize the computer system.
- Provides users with PC technical hardware and software support. Determines and resolves hardware and software problems. Provides individual and classroom instructions on the use of personal computers and the County's computer system.
- Sets up, installs and performs minor repairs of personal computer hardware, peripheral equipment, computer options and printers.
- Installs and configures software programs to allow interface with the County's computer system.
- Provides computer system support, operational instructions, and information required for optimal utilization from the system.
- Prepares price quotes for computer equipment to County Staff in accordance with County code.
- Interfaces with vendors to acquire quotes, order equipment, order maintenance, perform maintenance, track delivery and resolve problems.
- Performs other related duties as required.
College or Technical School coursework in Computer Science, or a related field. At least 1 to 3 years of personal computer and computer systems experience.
Possession of a valid driver's license.
Participation as a team member on projects requiring the delivery of services and equipment.
Desired Certifications include A+, ITIL Foundation, Microsoft Technology Associate, Microsoft Active Directory.
