IT Field Support Technician I/II

Ada County • Boise, ID

2d • Hybrid

About The Position

This position is open at both IT Field Technician I and II levels depending on qualifications. Ada County is a great place to work! We have more than 2300 employees dedicated to enhancing our community’s quality of life. Our Information Technology Department team is growing, and this is an excellent opportunity to be a part of taking this team to the next level. The Ada County Information Technology Department (AC-IT) supports the largest county in the State of Idaho. The department is divided into functional areas of Administration, Customer Support, Infrastructure, Project Management and Development for Client/Server/Web/GIS. AC-IT provides computing and communications infrastructure, services, and innovation to the departments and elected officials charged with providing the services to the citizens of Ada County. The Field Support Technician provides individual computing and network support and provides computer support internally to Ada County employees. Support is performed independently or within a team helpdesk ticketing environment. Support is done of, but not limited to, computer hardware, software, enterprise data communication systems, wireless devices, routers, switches, and mobile telephones and hotspot equipment. The incumbent will troubleshoot to detect and solve technical problems, install or update required hardware and software and recommend computer products or equipment to improve county productivity. The field support technician will be required to travel to remotely supported offices as needed to assist in IT projects.

Requirements

• Associates degree from an accredited university in Computer Science or related field or equivalent combination of education and experience
• 1+ years of experience in a technical support role, providing desktop and software support of an enterprise level infrastructure
• Previous experience in local and wide area networking and telephone systems
• Proficient in Microsoft Office 365 applications
• Familiar with Microsoft product line, phone systems, and all end user devices
• Understanding of networking technologies and protocols, especially TCP/IP
• Understanding of voice and data cabling technologies and troubleshooting procedures
• Knowledge of current equipment technology
• Knowledge of desktop operating systems
• Knowledge of PC hardware
• Proficient in performing break/fix, installations, patching, and upgrades
• Working knowledge of PC desktop operating systems and applications
• Working knowledge of Internet related equipment
• Strong knowledge background of PC environments
• Skill in telephone and voicemail system management
• Skill in identifying problems, evaluating options, and recommending solutions
• Ability to troubleshoot and repair PC and telephone issues
• Ability to supervise repairs by outside vendors
• Ability to follow written and verbal instructions
• Ability to present ideas logically and effectively
• Ability to exercise sound judgment
• Ability to work independently and as part of a team to accomplish division and department goals
• Ability to maintain the atmosphere of professional standards when dealing with all situations
• Ability to support all departments in Ada County
• Demonstrate excellent integrity and good moral character and initiative
• Demonstrate the ability to communicate effectively both orally and in writing, using proper grammar and vocabulary
• Demonstrates interpersonal skills
• Awareness of techniques and methods to develop teamwork
• Must be available during non-business hours for ON-Call work or in the event of an emergency
• 3 to 5 years of experience in a technical support role, providing desktop and software support of an enterprise level infrastructure; 5+ years preferred
• Advanced Technical skills and in-depth knowledge of Ada County support systems and Standard Operating Procedures (SOP)
• Ability to handle moderate to advanced issues
• Ability to impact and support multiple areas, outside of assigned duties
• Ability to work independently or as a team with limited supervision
• Ability to perform as a Subject Matter Expert (SME) in a technology, application, or project
• Must possess and maintain a valid driver’s license
• Must pass a criminal background investigation
• Must treat coworkers, users and the public with the utmost respect and regard for good public relations

Responsibilities

• Services equipment and/or products on site to include, all preventative maintenance, unscheduled maintenance, consumable changes, installations and start-ups
• Interprets operation manuals to determine root cause of failures
• Documents preventative maintenance, down time, issues and time spent preparing reports as needed
• Performs preventive maintenance with little supervision
• Notifies department management when replacement of equipment is necessary
• Diagnoses mechanical, hardware, software and systems failures
• Provides technical support to county employees on operational or maintenance of system tools and/or equipment
• Identifies potential delays of technology and takes appropriate actions to eliminate or minimize their cause and/or impact on the project and Ada County
• Maintains integrity and confidentiality; Protects confidentiality of records and information about staff; and use discretion when sharing any such information within legal confines
• Participates in appropriate in-service and workshop programs and attend any required meetings
• Displays the highest ethical and professional behavior in working with peers and supervisors
• Installs, diagnoses, and troubleshoots intermediate to complex issues dealing with computer operating systems, applications, hardware, networks, and VoIP phone systems
• Troubleshoots and solves common Microsoft based product issues
• Troubleshoots wide area networking and local area networking problems
• Gains feedback from customers about computer usage
• Runs reports to determine malfunctions that continue to occur
• Performs installations, upgrades, and modifications of computer hardware, software, phone systems, and network equipment
• Serves as an intermediary between end users and third party vendors for hardware and software support issues
• Documents support procedure within a helpdesk ticketing environment
• Recycles electronic devices such as, computers, servers, printers, and associated devices
• Monitors, follows up, and documents all aspects of help desk tickets
• Works with limited supervision and is a resource for all teams, departmental issues, and troubleshooting
• Advanced Technical skills and in-depth knowledge of Ada County support systems and Standard Operating Procedures (SOP)
• Identifies significant design and/or technology project issues; direct the planning of analytical studies and preparation of reports and recommendations to define project issues; propose alternative technology
• Performs related duties as required

Benefits

• Excellent medical, dental, and vision insurance
• Generous vacation and sick leave starting on day one
• 11 paid holidays annually
• Participation in one of the nation’s best state retirement systems, with 11.96% employer contribution
• 457(b) deferred compensation plan with up to 3% county match, plus a 401(k)
• Paid parental leave, life insurance, and robust wellness programs
• Ongoing training opportunities and career pathing

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree