IT End User Support III (CYFD/IT #10109551)

$25.28 - $40.44 Hourly

$52,575 - $84,120 Annually

This position is a Pay Band IC

Posting Details

The Children, Youth and Families Department is focused on improving the quality of life for our children through proven frameworks, innovative technologies, and talented staff. The Information Technology Division supports the core efforts of CYFD by serving end users in effectively resolving hardware and software issues by fielding telephone calls and email communication. ITD diagnoses problems and performs troubleshooting activates on a daily basis and designs for the future through continuous improvement projects.

This posting will be used for ongoing recruitment and may close at any time. Applicant lists may be screened more than once.

Why does the job exist?

The position will be based in the Roswell office and support the surrounding CYFD offices. Under supervision of the End User Support (EUS) Field Supervisor, the EUS III serves as the technical expert in desktop and local area network support and analysis, ensuring resolution of all reported issues. As a Tier 3 Technician, you'll play a critical role in daily IT operations by ensuring business continuity through problem resolution, assisting with projects, asset tracking, all while maintaining a positive and solutions-focused approach. Strong communication and interpersonal skills are essential in this role, you'll be interacting with team members, executives, and clients alike. You'll need to troubleshoot complex problems efficiently, deliver exceptional customer service, and handle multiple tasks with ease.

How does it get done?

Essential Duties and Responsibilities:
1. Serve as a technical expert or tier 3 support in a help desk.
2. Develop or assist management in the development of systems for all End User Support functions.
3. Often serve as final point of escalation in response to requests for various hardware, software, peripheral, and networking technical assistance; escalate more complex problems to appropriate IT staff or vendors.
4. Documents, tracks and monitors the problem to facilitate a timely resolution. Update global knowledge
database for problem resolution.
5. Ensure practice of department security standards.
6. Update daily status reports and shift handover reports if applicable.
7. Apply diagnostic techniques for problem troubleshooting.
8. Provide technical guidance and advanced training; may lead or direct lower level staff.
9. Keep current of industry standards, evolving technologies and methodologies.
10.Assist in the evaluation and selection of operating systems, applications and peripherals.
11.Diagnose and resolve complex problems; respond to escalated problems from Tier 2; provide remote
problem resolution when possible, dispatch problems to associated groups throughout the unit supported.
*Essential Duties and Responsibilities are intended to be cumulative for each progressively higher level of work. The omission of specific statements does not preclude management from assigning other duties which are reasonably within the scope of duties. Classification description subject to change.

Ideal Candidate

The ideal candidate for this position should have the recommended education, strong problem-solving skills, and technical experience. We are looking for someone who is driven, self-motivated, reliable, and always ready to put the customer first. The ideal candidate will foster a positive work environment, and always maintain the highest level of integrity in every task.

Minimum Qualification

High School Diploma or Equivalent and two (2) years of experience in providing technical support to end-users for computer hardware, software, and/or network related problems. Substitutions Apply. See Substitution Table below.

Substitution Table

These combinations of education and experience qualify you for the position:
Education Experience 1 High School Diploma or Equivalent AND 2 years of experience 2 Associate's degree or higher (Bachelor's, Master's) AND 0 years of experience
• Education and years of experience must be related to the purpose of the position.

• If Minimum Qualification requires a specific number of "semester hours" in a field (e.g. 6 semester hours in Accounting), applicants MUST have those semester hours in order to meet the minimum qualifications. No substitutions apply for semester hours.

Employment Requirements

Must possess a current and valid Driver's License. Pre-employment background investigation is required and conditional pending results.

Working Conditions

Work is performed in an office setting with exposure to Visual/Video Display terminal (VDT) and extensive personal computer and phone usage. Some travel may be required. Ability to lift up to 50 lbs.

Supplemental Information

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Agency Contact Information: Raquel Whitebird (505) 487-3544. Email

For information on Statutory Requirements for this position, click the Classification Description link on the job advertisement.

Bargaining Unit Position

This position is not covered by a collective bargaining agreement.