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Technical Support Specialist II
2 months ago
Position Overview
The role involves working under general oversight to deliver exceptional technical support and customer service to end-users. This is achieved through research and adherence to industry best practices, ensuring optimal uptime and efficiency of all enterprise systems within Shelby County.
Compensation: Pay Grade: 51
Salary: Commensurate with Experience and Education
Essential Qualifications
100% -1. A minimum of five (5) years of practical experience as a network or field technician, specializing in network installation, desktop setup, troubleshooting, and network issue analysis; AND
2. An Associate's degree from an accredited institution in computer science or a related discipline, including coursework focused on personal computing; OR
3. A comparable combination of relevant education and/or experience.
4. Certification from Help Desk Institute (HDI) and/or ITIL Foundation is preferred.
5. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.
Key Responsibilities
1. Identifies, triages, and escalates issues reported via various communication channels including phone, email, and in-person.
2. Travels to different customer sites to conduct on-site assignments.
3. Offers alternative solutions when suitable, aiming to maintain user satisfaction.
4. Engages in reviewing established procedures for accuracy in areas such as projects, network hardware/software, and telecommunication systems.
5. Diagnoses and resolves complex LAN, hardware, and software challenges using available resources.
6. Installs, configures, and troubleshoots all versions of Microsoft Windows PCs and LAN connectivity within an enterprise networked setting. Manages connectivity between PCs, telephones, and networked devices.
7. Monitors computer and telephone equipment using established tools and protocols.
8. Coordinates activities with external vendors and maintenance contracts.
9. Diligently documents customer-reported incidents using an enterprise ITSM (Information Technology Service Management) system.
10. Generates and submits documentation regularly for known solutions.
11. Contributes to team discussions, reviews relevant publications, and other resources to enhance personal knowledge and skill set.
12. Participates in mandatory after-hours on-call support rotation, which includes diagnosing, triaging, and escalating issues via remote access and on-site visits during evenings and weekends.
13. Performs additional related duties as assigned.
Knowledge, Skills, and Abilities (KSAs)
KSAs -1. Intermediate understanding of PC architecture, peripheral products, tools, and repair technology.
2. Comprehensive knowledge of Microsoft operating systems, with the capability to install and maintain desktop operating systems and productivity tools primarily in a Microsoft Windows 7 and 10, Microsoft 2016 and 2019 environment.
3. General understanding of Microsoft network architecture, including domains and Active Directory.
4. Ability to diagnose and resolve basic PC, printer, hardware, and software issues using established protocols, tools, and site visits.
5. Intermediate skills in diagnosing and troubleshooting network connectivity issues across various infrastructures.
6. Ability to address basic telephone hardware and software connectivity issues using established procedures, remote tools, and site visits.
7. Strong interpersonal and communication skills in all interactions with customers, management, and colleagues.
Physical Requirements
1. Must be capable of lifting, pulling, and pushing equipment and boxes.
2. The role requires a significant amount of walking and standing.
Special Considerations
1. May be required to work in specific facilities with or without escorts.
2. Availability for after-hours work (weekends and evenings) as necessary.
3. Must possess a valid driver's license or obtain one by the start of employment.
4. Must have daily access to a functional vehicle and meet County requirements for automobile insurance upon employment to support on-call responsibilities.
Disclaimer
This position is subject to a background check for any convictions that may relate to potential job duties. Only convictions that are substantially related to job responsibilities will be considered and will not automatically disqualify the candidate.
