This position performs a variety of technical work for the Information Technology Department including, but not limited to troubleshooting and correcting hardware, software, and network connectivity problems; providing technical support to users; installing PC’s and peripherals; configuring tablets, smart phones and other end-point devices and developing technical documentation.
This employee is responsible for providing support to all county computer users as needed. These duties are performed in such a way as to reduce down time and enhance the productivity of users; configures networked computer systems and other end-point devices; provides recommendations to senior IT staff on the long term development and maintenance of the County’s end-point devices as related to this position.
Examples of Duties:
Provides support to all county computer users as needed. These duties are performed in such a way as to reduce down time and enhance the productivity of users.
Installs, configures and administers networked PC operating systems;
Using a variety of tools, remotes to end-user devices to troubleshoot problems with hardware and software;
Troubleshoots problems of end users with applications, procedures, software, and hardware;
Implements and maintains manufacturer updates and revisions to operating systems, software, application packages and utilities; installs these updates in such a way as to minimize inconvenience to users;
Ensures end-point devices are protected by County standard virus and malware protection software;
As a member of the IT Help Desk team, performs IT Help Desk first and second level support and answers IT Help Desk phone as needed;
Removes virus and malware from County owned computer hardware and other devices;
Provides assistance with IT supported hardware and applications in use by local and remote users across multiple sites;
Member of on-call rotation and may be called at home to correct problems after hours even when not on-call;
Performs other duties as assigned.
Thorough knowledge of personal computers and other end-point devices, printers and applications in a client server environment;
Knowledge of Windows based computers including Microsoft Windows XP, Windows 7 and Windows 8.X, knowledge and experience configuring tablets, smart phones and other portable devices;
Experience with Microsoft Outlook in an Exchange environment, basic understanding of DHCP, DNS, Active Directory; experience with System Center Configuration Manager (SCCM), System Center Service Manager (SCSM) or other ITIL based framework;
IT Help Desk software (HEAT, IssueTrak, SCSM or similar) experience required;
Working knowledge of Microsoft Office 2010 and later;
Ability to think logically and handle critical decisions in a calm, accurate, and timely manner;
Ability to communicate both verbally and in writing, work independently and to learn procedures with minimal help;
Follow written and verbal procedures;
Work with a variety of people with varied levels of computer skills;
Requires a high degree of confidentiality and discretionary decision making in the absence of other Information Technology staff;
Experience supporting users in a VMware View or similar VDI platform;
Experience providing support and training to computer users;
Must be able to read, write, speak and understand English.
Any equivalent combination of experience and training which provides the required skills, knowledge, and abilities will be considered.
Associate Degree in Information Technology or related field AND 2 years of experience providing support and training to computer users in a networked environment, performing routine repairs on computers, troubleshooting network connectivity and software problems on PCs, laptops and other end-point devices; OR,
Minimum 3 years’ experience providing support and training to computer users in a networked environment, performing routine repairs on computers, troubleshooting network connectivity and software problems on PCs, laptops and other end-point devices.
Lifting required up to 40 lbs.
Valid driver’s license, FBI and State of Wisconsin background checks required.