IT Field Support Technician I/II

Ada County • Boise, ID

4d • Onsite

About The Position

Ada County’s Information Technology Department is hiring a Field Support Technician at the I or II level, depending on qualifications. The department supports county departments and elected officials by providing computing and communications infrastructure, services, and innovation. The position provides individual computing and network support to Ada County employees, working independently or within a team helpdesk ticketing environment. Support includes computer hardware and software, enterprise data communications, wireless devices, routers, switches, mobile telephones, and hotspot equipment. The technician troubleshoots technical problems, installs or updates hardware and software, recommends equipment or products to improve productivity, and travels to remotely supported offices as needed for IT projects.

Technician I assignments are well defined and limited in scope and technical complexity, with standard procedures and readily available guidance. Management generally provides schedules, milestones, and priorities. Technician II assignments have moderate scope and technical complexity. Technical supervision outlines tasks and suggests methods, while the technician consults with a team leader or management on schedules, milestones, and priorities. Technician II also serves as a resource for teams, departmental issues, and troubleshooting.

The position generally works from 8:00 a.m. to 5:00 p.m., Monday through Friday, though hours may vary with county needs and may include evenings or weekends during serious systems problems. Technician I must be available for on-call work outside business hours or in emergencies. Work is primarily in an office environment, and the employee may occasionally lift or move up to 40 pounds.

Requirements

• Technician I: Associate degree from an accredited university in Computer Science or a related field, or an equivalent combination of education and experience.
• Technician I: At least 1 year of experience in a technical support role providing desktop and software support in an enterprise-level infrastructure.
• Previous experience with local- and wide-area networking and telephone systems.
• Proficiency in Microsoft Office 365 applications; familiarity with Microsoft products, phone systems, and end-user devices.
• Understanding of networking technologies and protocols, especially TCP/IP, and of voice and data cabling technologies and troubleshooting procedures.
• Knowledge of current equipment technology, desktop operating systems, and PC hardware.
• Proficiency in PC break/fix, installations, patching, and upgrades; working knowledge of PC desktop operating systems and applications, Internet-related equipment, and PC environments.
• Skill in telephone and voicemail system management; identifying problems, evaluating options, and recommending solutions.
• Ability to troubleshoot and repair PC and telephone issues and supervise repairs by outside vendors.
• Ability to follow written and verbal instructions, present ideas logically and effectively, and exercise sound judgment.
• Ability to work independently and as part of a team, support all Ada County departments, and maintain professional standards in all situations.
• Demonstrate integrity, good moral character, initiative, effective oral and written communication, and interpersonal skills; awareness of techniques and methods to develop teamwork.
• Must be available for on-call work outside business hours or in an emergency.
• Technician II: 3 to 5 years of experience in a technical support role providing desktop and software support in an enterprise-level infrastructure.
• Technician II: Advanced technical skills and in-depth knowledge of Ada County support systems and Standard Operating Procedures (SOP).
• Technician II: Ability to handle moderate to advanced issues, support areas beyond assigned duties, work independently or as a team with limited supervision, and serve as a subject matter expert 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 utmost respect and regard for good public relations.

Nice To Haves

• Technician II: 5 or more years of experience in a technical support role providing desktop and software support in an enterprise-level infrastructure is preferred.

Responsibilities

• Service equipment and products on site, including preventive and unscheduled maintenance, consumable changes, installations, and start-ups.
• Interpret operation manuals to determine the root cause of failures.
• Document preventive maintenance, downtime, issues, and time spent; prepare reports as needed.
• Perform preventive maintenance with little supervision and notify management when equipment should be replaced.
• Diagnose mechanical, hardware, software, and system failures.
• Provide technical support to county employees on the operation or maintenance of system tools and equipment.
• Identify potential technology or project delays and take appropriate action to eliminate or minimize their cause or impact.
• Maintain the integrity and confidentiality of staff records and information, using discretion when sharing information within legal limits.
• Participate in appropriate in-service and workshop programs and attend required meetings.
• Install, diagnose, and troubleshoot intermediate to complex issues involving computer operating systems, applications, hardware, networks, and VoIP phone systems.
• Troubleshoot common Microsoft product issues and wide-area and local-area networking problems.
• Gather customer feedback about computer usage and run reports to identify recurring malfunctions.
• Install, upgrade, and modify computer hardware, software, phone systems, and network equipment.
• Act as an intermediary between end users and third-party vendors on hardware and software support issues.
• Document support procedures in a helpdesk ticketing environment.
• Recycle electronic devices, including computers, servers, printers, and associated devices.
• For Technician II, monitor, follow up on, and document all aspects of helpdesk tickets.
• For Technician II, work with limited supervision and serve as a resource for teams, departmental issues, and troubleshooting.
• For Technician II, identify significant design or technology project issues; direct analytical studies and report preparation to define issues and recommend alternative technology.
• Perform related duties as required.

Benefits

• Competitive Total Rewards package that increases base salary by approximately 40%.
• Medical, dental, and vision insurance.
• Vacation and sick leave starting on day one.
• 11 paid holidays annually.
• Participation in a state retirement system with an 11.96% employer contribution.
• 457(b) deferred compensation plan with up to a 3% county match, plus a 401(k).
• Paid parental leave.
• Life insurance.
• Wellness programs.
• Ongoing training opportunities and career pathing.

What This Job Offers

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