Job Title - IT Support Specialist

Job Location - West Olive, MI 49460

Job Duration - 12 Months

Job Description

Under the direction of the Manager of IT Support Services, assists end users with computer and /or network related problems. Provides excellent customer service through consistent, quality interaction via phone, email, tickets, instant messenger, remote and in-person assistance. Installs, configures, maintains, and troubleshoots computer equipment and software. Assists end users with the use of hardware and software. Supports other technology to include audiovisual systems and courtroom technology. Provides emergency response for system, software, hardware, and service interruptions and failures.

Must have an A+, MCSA, or HDI Service Desk Certification or equivalent experience. Alternative certification of the organization's service desk through the Service Desk Institute is also acceptable for alternative responses. These positions currently have a focus of Service Desk support, via phone and remote desktop support. Preference would be given to candidates with government experience. These positions are required to be onsite in Ottawa County.

Essential Job Functions

The essential functions of this position include, but are not limited to, the following:

1. Assists customers by taking calls, accurately recording incidents, providing resolution over the phone and through remote assistance, triaging and escalating issues in a timely manner.
2. Installs, configures, maintains, and troubleshoots computer equipment and software.
3. Analyzes incidents and develops recommendations for eliminating reoccurring incidents.
4. Develops documentation for procedures, methods and resolutions.
5. Provides training for end users on desktop software in one-on-one or group settings.
6. Participates in desktop management by assisting in the development, deployment and testing of software packages, computer images, and patch management.
7. Recommends new methods and procedures for support.
8. Helps support an equitable, safe, diverse and inclusive workplace.
9. Performs other related functions as assigned.

Note: Employees in this classification must be able and available to provide twenty-four hour on-call coverage to respond to service interruptions and other problems in the County's information management and data communications operations.

Required Education, Training and Experience

Associates degree with two years of experience or an equivalent combination of education and experience. Preferred: Additional training as evidenced by certifications: A+, NET+, MSP, etc. and/or work experience.

Licenses and Certifications:

Valid State of Michigan Driver's License

Required Knowledge and Skills:

1. Ability to interact positively and objectively with coworkers, end-users, vendors, regulatory and funding agency programming staff from a wide range of cultural and socio-economic backgrounds and with varying

1. levels of technical knowledge and skills.
2. Excellent written, verbal, and interpersonal communications skills, including the ability to communicate clearly with technical and non-technical staff.
3. Excellent phone and customer service skills.
4. Excellent working knowledge of computer/networking technologies and operating systems
5. Excellent diagnostic and troubleshooting skills as well as good analytical and problem-solving skills.
6. Good working knowledge of applications, tools, systems, and/or databases technologies.
7. Advanced working knowledge of PC Hardware, Operating Systems, Software and related equipment, A/V Equipment and Controls, Network cabling.
8. Ability to work independently by determining and prioritizing work and accurately and efficiently completing tasks with minimal supervision.

Physical Requirements:

1. Must have sufficient visual acuity, with or without corrective lenses, to visually align components of hardware and peripherals.
2. Must have sufficient visual color discrimination to properly match color-coded pairs of electrical wires.
3. Must be able to descend to and ascend from floor and ground level several to repair cables and hardware features located at or near ground/floor level.
4. Must be able to work with arms extended above shoulder to repair or replace cables and other infrastructure components mounted at or above shoulder height.
5. Must be able to ascend/descend ladders in order to access cables located in ceilings.
6. Must have sufficient manual strength and dexterity to use small hand tools used in repair of hardware and peripherals.
7. Must be able to lift and move equipment and materials weighing up to 35 lbs. with or without mechanical or other assistance.

Working Conditions:

Work is generally performed in a normal office environment but may entail exposure to electrical and mechanical hazards while diagnosing and hardware and peripherals.