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IT Support Technician II
2 months ago
Position Overview
The role involves working under general supervision to deliver exceptional technical support and customer service to end-users. The focus is on utilizing research and industry best practices to ensure optimal performance and reliability of all enterprise equipment 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 problem resolution; AND
2. An Associate's degree from an accredited institution in computer science or a related discipline, including coursework focused on personal computers; OR
3. A comparable combination of relevant education and/or experience.
4. Help Desk Institute (HDI) and/or ITIL Foundation certification is preferred.
5. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.
Key Responsibilities
1. Diagnose, triage, and escalate issues reported via telephone, email, and in-person interactions.
2. Travel to various locations to complete on-site assignments as required.
3. Provide alternative solutions where applicable, aiming to maintain user satisfaction.
4. Review established procedures for accuracy in areas such as projects, network hardware/software, and telecommunications systems.
5. Identify and resolve complex LAN, hardware, and software issues using available resources.
6. Install, configure, and troubleshoot all versions of Microsoft Windows PCs and LAN connectivity within an enterprise environment. Manage connectivity between PCs, telephones, and networked devices.
7. Track computer and telephone equipment using established tools and procedures.
8. Coordinate activities with external vendors and maintenance contracts.
9. Accurately document incidents reported by customers using an enterprise ITSM (Information Technology Service Management) system.
10. Create and submit documentation regularly for known solutions.
11. Contribute to group discussions and review relevant publications to enhance personal knowledge and skills.
12. Participate in mandatory after-hours on-call support rotation, which includes diagnosing, triaging, and escalating issues remotely or by traveling to facilities during evenings and weekends.
13. Perform other related duties as assigned.
Knowledge, Skills, and Abilities (KSAs)
1. Intermediate understanding of PC architecture, peripheral products, tools, and repair technologies.
2. Comprehensive knowledge of Microsoft operating systems, with the capability to install and maintain desktop operating systems and productivity tools in a primarily 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 procedures and tools.
5. Intermediate knowledge of diagnosing and troubleshooting network connectivity across various infrastructures.
6. Ability to diagnose and resolve basic telephone hardware and software connectivity issues using established procedures and tools.
7. Strong interpersonal and communication skills in all interactions with customers, management, and colleagues.
Physical Requirements
1. Ability to lift, pull, and push equipment and boxes.
2. Requires a varied amount of walking and standing.
Special Considerations
1. May be required to work in specific facilities with and without escorts.
2. Availability for after-hours work (weekends and evenings) as needed.
3. Must possess a valid driver's license or obtain one by the start of employment.
4. Must have daily access to a reliable vehicle and meet insurance requirements to support on-call responsibilities.
Disclaimer
This position is subject to a background check for any convictions that have a substantial relationship to potential job duties. Only convictions that are substantially related to potential job duties will be considered and will not automatically disqualify the candidate.
