Information Technology Support Specialist

Washburn, County of•Shell Lake - Courthouse, WI

1d•Onsite

About The Position

The IT Support Specialist supports and maintains in-house desktop computers, laptops, peripherals, servers, and networking equipment and software. The role helps users access the technology needed for their work, including Windows operating systems, Microsoft Office products, PCs, printers, the Cisco phone system, and mobile devices. Duties include setting up users; installing, diagnosing, repairing, maintaining, and upgrading equipment; troubleshooting complex issues; and providing end-user training and assistance. The position also helps research and resolve higher-level issues and serves as a trained backup for the Administrative Assistant and Network Technician. It operates under the supervision of the IT Director, with much of the work performed independently and with discretion when handling unusual circumstances and confidential personnel matters. The position requires availability for regularly scheduled rotational on-call periods to support the county’s 24x7 emergency services. If the Emergency Operations Center is activated, the employee is expected to report and provide services as needed. Work is normally performed in an office setting, with frequent travel between buildings and occasional exposure to potentially hazardous or uncomfortable conditions.

Requirements

Bachelor’s degree in computer science or a related field and at least one year of related experience; or an associate degree from an accredited college or junior college in computer or electronics technology and two years of PC networking and data communication experience.
Must agree to and successfully pass a criminal background check for law enforcement security clearance.
Must possess a valid State of Wisconsin driver’s license or be able to obtain one.
Must be available for on-call duties, including regularly scheduled rotational periods supporting 24x7 county emergency services.
Ability to move around office equipment and meet the physical demands described for the role.
Knowledge of Active Directory and Group Policy.
Technical knowledge of network protocols, PC hardware, and software.
Hands-on hardware troubleshooting experience.
Working technical knowledge of Windows operating systems and standards.
Ability to operate tools, components, and peripheral accessories.
Ability to read and understand technical manuals and procedural documentation.
Ability to research PC issues and products, and conduct troubleshooting research.
Working technical knowledge of current network hardware, protocols, and standards.
Understanding of the organization’s goals and objectives.
Knowledge of applicable data privacy practices and laws.
Strong written and oral communication skills, including the ability to present ideas in user-friendly language.
Self-motivated and self-directed, with analytical and problem-solving abilities.
Ability to prioritize and execute tasks effectively in a high-pressure environment.
Use considerable independent judgment and discretion when handling confidential or sensitive information.

Nice To Haves

A substantial and direct combination of training and experience equivalent to Windows operating systems and network experience using personal computers is highly desirable.
Industry certifications such as A+, Network+, Microsoft, or Google.
Web design skills.
SQL database administrator experience.
Scripting experience.
Programming experience.
VMware experience.

Responsibilities

Assist in developing long-term strategies and capacity plans for future computer hardware needs.
Support the development and implementation of computer projects and new hardware installations.
Help develop business continuity and disaster recovery plans, remain familiar with plan procedures, and respond to crises in accordance with those plans.
Research computer products for PC procurement and development; evaluate and recommend hardware for purchase.
Recommend, schedule, and perform PC, hardware, and peripheral improvements, upgrades, and repairs.
Maintain the county website, support department changes, and monitor ADA compliance.
Train and support end users and staff on computer operation and related issues.
Install, configure, test, maintain, monitor, and troubleshoot workstation hardware, software, networked peripherals, cabling, and networking hardware and software.
Analyze, diagnose, and resolve complex PC problems on site for a variety of end users, recommend corrective hardware solutions, and arrange off-site repairs as needed.
Oversee third-party support and PC equipment vendors.
Document and maintain software license lists and renewal dates.
Maintain servers, including email, print, and backup servers, and their associated operating systems, software, and security.
Receive and respond to calls, pages, and emails about network connectivity problems.
Assist with system backups and recovery.
Provide backup for Administrative Assistant duties, including invoicing, agendas, and minutes.
Train as a backup for the Network Technician.
Perform other duties as assigned by the IT Director.
Provide regularly scheduled rotational on-call coverage and report to the Emergency Operations Center when required.