IT Support Specialist
About The Position
This role involves providing technical support for County-issued computers and related equipment. The specialist will receive and document requests, diagnose and resolve routine issues, install approved equipment and software, train users, and escalate complex or security-sensitive matters. The position requires maintaining accurate records of tickets, configurations, and asset changes, as well as supporting equipment inventory and disposal processes. The specialist will also evaluate hardware and software needs and make recommendations, and may assist with web content updates. All compensable work, including overtime and on-call assignments, must be accurately recorded.
Requirements
- Knowledge of assigned technology, security, service-management, change-control, documentation, backup, recovery, and customer-support practices.
- Ability to use least-privilege access, approved credentials, secure administration methods, logging, testing, rollback, escalation, and incident-reporting procedures.
- Ability to troubleshoot methodically, protect confidential and security-sensitive information, document work, and communicate technical issues to nontechnical users.
- Ability to distinguish technical recommendations and system administration from final purchasing, contracting, legal, records-release, personnel, and risk-acceptance authority.
- Associate degree or equivalent coursework in information technology, computer science, or a related field.
- One year of relevant technical-support experience.
- An equivalent combination of education, training, experience, and industry credentials may be considered; required security or regulated qualifications may not be waived.
Nice To Haves
- Entry-level endpoint, service-desk, networking, or security certification.
Responsibilities
- Troubleshoots, maintains, and repairs County-issued computers, peripherals, and related equipment using approved procedures and tools.
- Assists users and IT staff with hardware, software, account, printing, email, document-management, and basic connectivity issues and escalates complex incidents.
- Records tickets, diagnostic steps, configurations, user communications, asset changes, and resolution details accurately in approved systems.
- Installs, configures, updates, and maintains approved software and devices only through authorized accounts, licensing, configuration, patch, and change procedures.
- Provides end-user assistance and basic training on approved productivity applications, email, County systems, security practices, and equipment use.
- Supports equipment inventory, deployment, replacement, return, secure data handling, and disposal with documented chain of custody.
- Evaluates assigned hardware and software needs and makes recommendations subject to supervisory, security, compatibility, funding, and procurement review.
- May assist with approved web or content updates without independent publication, records-release, or policy authority.
- Records all compensable ticket, travel, deployment, training, remote, after-hours, and call-back work.
- Maintains accurate tickets, inventories, configuration records, procedures, change history, and knowledge documentation appropriate to assigned systems.
- Performs related technology duties consistent with training, access authorization, classification, and approved change procedures.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
