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Systems Support Technician - Information Technology

Class Title: Systems Support Technician - Information Technology

Salary: $27.37 - $41.06 Hourly

Job Summary

The Systems Support Technician is the front-line primary support to end users on technical issues and problems relating to hardware and peripherals. The Systems Support Technician must have excellent problem-solving skills to diagnose, evaluate and resolve complex problems, or when appropriate, escalate them to appropriate IT staff members and/or external vendors.  This role is responsible to install, diagnose, repair, and maintain hardware and peripheral equipment to ensure optimal system performance and also perform the setup and deployment of hardware and peripherals for new users, including device imaging.  The ideal candidate will be customer service driven with strong communication skills, work well independently as well as within a team, and be adaptable to the changing needs of the business. 

Job Description

ESSENTIAL DUTIES

  • Install, configure, and maintain desktop and laptop computers and peripherals; perform setup and deployment of equipment, including imaging devices.

  • Maintain physical inventory of IT hardware equipment and manage asset tracking within system of record.

  • Work with external vendors for hardware repair.

  • Wipe hardware and prepare devices for disposal.

  • Provide technical support to end-users for hardware and peripheral related issues. 

  • Respond to and resolve support tickets in a timely and efficient manner.

  • Collaborate with other IT team members to resolve technical issues and involve appropriate escalation when needed.

  • Provide training and guidance to end-users on hardware and peripheral best practices; ability to utilize strong user-facing and communication skills. 

  • Create and maintain documentation for support procedures, troubleshooting steps, and common tasks.

  • Organizes schedule with strong ability to multi-task and prioritize daily work, customer needs, and projects with attention to detail.  

  • Works the hours and/or shifts assigned and begins and ends work on time. 

  • Other duties as assigned.

MINIMUM QUALIFICATIONS

  • Equivalency of an associate's degree in an IT-related field and one-year hands-on experience in an end-user desktop support role with hardware and end point devices.

  • Experience in a medium to large service industry organization

  • Incumbent must have a reliable means of transportation for the performance of work responsibilities.

SUPERVISORY CONTROLS

The employee is under the supervision of the Information Technology (IT) Manager. The IT Manager will make work assignments via verbal and/or written instructions and provide assistance as required, occasionally reviewing work for adequacy and compliance with policies and/or instructions. A valid driver's license and a reliable form of transportation for the performance of work responsibilities is required.


CORE COMPETENCIES AND ABILITIES

Customer Service - Delivers government services in a respectful, responsive, and solution-oriented manner.

Communication - Is always clear about what we're doing and why we're doing it.

Collaboration - Works with partners – communities, schools, faith groups, private business, and non-profit agencies – to see that services are not duplicated but rather are complimentary, aligned, and provided by the partners who can deliver the service most effectively.

Stewardship - Works proactively to make investments, guided by resident input, which will transform lives, communities, and government.

Empowerment - Works with individuals and families to affirm strengths, develop skills, restore hope, and promote self-reliance.

Resiliency - Fosters public preparedness and responds when families and communities face health and safety emergencies.

Innovation - Takes informed risks to deliver services more effectively and learns from successes and failures.

Knowledge-
Knowledge of desktop/laptop hardware at a component level (video cards, NIC’s, fans, memory etc.).
Knowledge of troubleshooting endpoint devices - desktop, laptop, printers, and other peripherals.
Knowledge of endpoint device diagnostic and re-imaging tools
Knowledge of Active Directory and Office 365
Knowledge of  mobile device management solutions
Knowledge of  help desk ticketing systems and associated terminology.
Knowledge of  remote administration tools.
Knowledge of the latest Microsoft Windows Operating Systems.
Knowledge of network functions and protocols; IP addressing, DNS, DHCP.
Abilities- 
Ability to research and self-identify solutions.
Ability to work well with people from different disciplines with varying degrees of technical experience. 
Ability to successfully manage time and prioritize workload independently.
Ability to provide technical assistance to others through trouble-shooting and problem-solving.

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Typical characteristics of the regular, ongoing work environment of this position requires inside work, typically in an office setting.
 
Physical activities include sedentary to light work: Reaching, sitting, standing, walking, pushing, lifting, pulling, fingering, grasping, feeling, stooping, crawling, talking, hearing, seeing, and repetitive motions. Lifts and/or navigates up to 50 pounds on a routine basis in handling files and set up equipment necessary for performing the essential duties of the job.  Employee alternates between sitting for extended periods and moving around throughout the day in providing assistance to others.

SELECTION PROCESS

Selection for this position will be based on a minimum qualifications screening and rating of training and experience. Top candidates will be forwarded to hiring manager or supervisor for consideration for interview and/or additional assessments. Final selection will include a background check and approval by the County Board.