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IT Support Technician

2 months ago

Colorado Springs, United States Teller County Full time
Department: Information Technology

Reports to: Director of Information Technology

Salary range: $2,192 - $2,631 (semi-monthly)

FLSA Status: Non-Exempt, hourly

Position Closes: September 6, 2024 at 4:00 p.m.

Please keep in mind that the range mentioned above is the minimum to mid-point of the salary range for the role. Hiring at the mid-point of the range would not be typical in order to allow for future & continued salary growth.

When it comes to benefits, Teller County is committed to offering a comprehensive, affordable benefits package that meets the needs of our employees and their families.

• Two Meritain Aetna health plans to choose from -the County pays 50% to 100% of the premium depending on the plan you choose

• HSA plan - the County contributes $1,000 for employee only and $2,000 for employee plus one or more dependents

• Telehealth/Teledoc options - access quality healthcare from the comfort of your home, during your lunch break or while traveling

• Dental, Vision and Prescription drug coverage

• Basic and voluntary life coverage

• 401a retirement plan - employees contribute 4% and the County matches 8%. You are fully vested in five years.

• 457b deferred comp plans - both pre- and post-tax options available

• Time Off: Paid vacation, sick, 12 holidays, 1 floating holiday

• Aflac, wellness programs, EAP, education assistance, employee discounts, uniform allowance

And so many more - click here to review our full benefits package

POSITION SUMMARY: Under general supervision, provides Tier I support, ensuring timely and effective resolution of technical issues while maintaining exceptional customer service standards. Responsibilities include tracking the IT ticketing system, creating knowledge base articles, providing technical support to end users, provisioning user accounts, configuring workstations, and handling administrative tasks for the IT department.

DUTIES AND RESPONSIBILITIES: The duties and responsibilities listed below are central to the job and the employee must be able to perform each function satisfactorily. This list is not designed to cover or contain a comprehensive list of all duties and responsibilities and is intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. Duties and responsibilities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

(1) Provides frontline technical support, including troubleshooting common hardware, software, and network-related issues; prioritizes prompt and effective resolutions while maintaining a strong commitment to customer satisfaction.

(2) Monitors the IT ticketing system to ensure all support requests are accurately assigned, documented, and resolved; escalates issues to senior team members when necessary; creates and maintains documentation of resolved issues, ensuring the knowledge base is up-to-date and accessible for user self-service.

(3) Prepares and configures new computer workstations, ensuring all necessary software and hardware are properly installed and fully operational before deployment to County employees.

(4) Assists in the onboarding and offboarding of employees by managing user accounts, setting up access permissions, and deactivating accounts in accordance with security protocols.

(5) Participates in routine maintenance and upgrades of IT infrastructure, ensuring all systems are kept up- to-date and function efficiently to support the County's operations. Works closely with senior IT staff to learn and implement best practices in system maintenance.

(6) Contributes to the administration of the County website; resolving any technical issues and ensuring content is accurate, current, and compliant.

(7) Manages the tracking and inventory of IT assets, ensuring accurate records of hardware, software, and related resources. Updates asset records regularly to reflect current usage, maintenance schedules, and lifecycle status.

(8) Coordinates the procurement process for IT equipment, including managing purchase orders and assisting with budget tracking.

Requirements

MINIMUM REQUIREMENTS: The requirements listed below are representative of the knowledge, skills and/or abilities required. The list is not designed to cover or contain a comprehensive listing of all knowledge, skills or abilities that are required.

(1) Knowledge/Skills/Abilities:

Knowledge of: local government, office procedures and equipment; IT support principles and practices, including hardware, software, and networking fundamentals; Microsoft Office Suite and common business applications; basic troubleshooting techniques for desktops, laptops, printers, and mobile devices; IT ticketing systems and knowledge base management; basic cybersecurity practices and data protection methods; user account management, including provisioning and deprovisioning; standard office procedures and equipment; and customer service best practices in a technical support environment.

Skilled in: diagnosing and efficiently resolving common IT issues; utilizing IT ticketing systems to log, track, and escalate support requests; configuring and setting up workstations with necessary hardware and software; providing clear and concise technical support documentation; managing time effectively to handle multiple tasks and prioritize urgent issues; maintaining a professional demeanor while interacting with users of varying technical expertise; identifying patterns in support requests to contribute to continuous improvement efforts; and applying relevant security protocols in user account management.

Ability to: exhibit excellent communication skills with customers; interpret support tickets and troubleshoot calls effectively; write clear and concise technical support notes; establish and maintain professional working relationships with coworkers, other county departments, and external organizations; maintain confidentiality and discretion; be a self-starter; successfully accomplish multiple tasks simultaneously while working independently or within a team environment; interact effectively with a variety of people, cultures, and circumstances; analyze and resolve problems involving multiple variables; and follow written and oral instructions with close attention to detail and accuracy.

(2) Experience/Education: High school diploma or equivalent; a minimum of 1-3 years of experience in IT support or a related field. Any combination of education, training, and experience that provides the listed knowledge, skills, and abilities may be substituted.

( 3) Visual Acuity/Hearing/Speaking: Must be able to both read and write technical documentation and email interactions with customers. Ability to hear both in person and by telephone. Ability to see.

(4) Physical Effort/Dexterity: Must be able to lift and carry up to 50 pounds; ability to drive a vehicle.

(5) Environmental Factors: Work is performed primarily in an office setting and around IT equipment. Must be willing to travel between County sites to perform duties as required.

(6) Work Schedule/Characteristics : 40-hours per week; may require overtime occasionally.

(7) Special Requirements: Possession of and ability to maintain a valid Colorado Driver's License; ability to clear background check.