Information Technology Support Specialist

Under the direction of the Manager – Network and Technical Support Services, provide assistance, advice, problem solving, and technical information to customers regarding the use of software applications; schedule, coordinate, and participate in the production, quality assurance, and delivery of output reports and data; route customer requests for service or problem resolution to appropriate staff, and act as liaison with customers regarding the status of their requests; ensure the accuracy and timeliness of system output, assuring that generated output meets the needs of assigned customers.

REPRESENTATIVE DUTIES:

ESSENTIAL DUTIES:

• Provide desktop support for users; troubleshoot computer problems or errors and determine appropriate resolution; assist with usage and configuration of various desktop applications; apply operating system updates/patches as needed; identify software incompatibilities and investigate and implement fixes; set and configure software, hardware, printers and multifunction devices for network printing and scanning; scan for and clean malware and virus infections as needed;

• Receive requests from customers for service or problems resolution; prioritize requests and route to appropriate staff for action; work with vendors to report and resolve customer issues; maintain a data base of customer requests and track the progress of service and problem resolution; contact customers regarding the status of their requests.

• Manage assigned software system security; create, disable and update accounts; look up account information; manage passwords; troubleshoot installation, configuration, connection, network and performance problems; confirm server issues and report to appropriate personnel.

• Create and manage users in Active Directory (AD)/Exchange for SCCOE domain; create and manage distribution lists and security groups; investigate and report server performance issues or malfunctions; perform data extracts of group or distribution list members as requested.

• Perform various systems support activities in areas related to wireless access configuration, web/content/spam filtering, access to file servers and shared folders, web conferencing, remote support server applications Citrix server connection/session management, laserfiche setup, and other areas as assigned.

• Configure smart phones and tablets for e-mail and wireless network access; troubleshoot email/calendar syncing problems and connectivity issues.

• Monitor network devices, servers and circuits; report network/server outages to appropriate personnel; follow-up with internal or external customers to confirm resolution to reported problems.

• Develop ACD systems for County Office departments as assigned; configure system announcements and manage phone queues; setup auto attendants for departments as needed. 

• Provide for e-mail support; setup and maintain domain accounts and contacts; create and maintain distribution lists and security groups; configure email clients; troubleshoot email connectivity; determine reasons for bounce-back message and determine appropriate solution.

• Perform voicemail configuration and password reset activities; setup and schedule phone conferences; troubleshoot connectivity and hardware issues.

• Train users on best practices related to computer and software usage; train users on laserfiche, phone and voicemail usage; provide “OnDemand” training with various software applications and online tools; demonstrate proper use of computer or mobile devices; assist customers with registration for various technology training classes.

• Attend in-house trainings, user group meetings and conferences; drive a vehicle to various sites to conduct work.

• Prepare and maintain records, reports and lists related to assigned activities; maintain related files; process a variety of forms.

OTHER DUTIES:
Perform related duties as assigned.

KNOWLEDGE AND ABILITIES:

KNOWLEDGE OF:

• Information system terminology, concepts, functions, policies, and procedures.

• Modern office methods, practices, and procedures.

• Proper use and operation of equipment, software packages, system applications, word processing, and spreadsheet, and other related software.

• Interpersonal skills including tact, patience and courtesy.

• Oral and written communication skills.

• Training methods and techniques.

ABILITY TO:

• Identify problem areas or situations, evaluate problem causes and take appropriate action to resolve problems identified.

• Learn and apply appropriate procedures with assigned area of specialization.

• Learn and utilize highly specialized software applications.

• Communicate effectively in both oral and written form.

• Learn customer's operations and systems and prioritize customer requests according to established guidelines.

• Organize and prioritize assigned tasks to meet established schedules, timeliness, and/or deadlines.

• Maintain current knowledge of end-user hardware and software products.

• Verify the accuracy of detailed data in a timely and effective manner.

• Prepare routine reports and perform mathematical calculations accurately.

• Work independently with minimal supervision.

• Use and operate standard office and information systems equipment.

• Establish and maintain cooperative and effective work relationships with others. 

EDUCATION AND EXPERIENCE:

Any combination equivalent to: two years of college-level coursework in computer science, information technology or related field and two years of end-user support experience preferably in a client server computer environment.

LICENSES AND OTHER REQUIREMENTS:

Valid California driver’s license.

WORKING CONDITIONS:

ENVIRONMENT:

• Indoor environment.

• Evening or variable hours. Driving a vehicle to conduct work.

PHYSICAL DEMANDS:

• Hearing and speaking to exchange information and make presentations. Dexterity of hands and fingers to operate computer keyboard.

• Seeing to perform assigned activities.

• Sitting for extended periods of time.

• Bending at the waist, kneeling or crouching.