IT Support Specialist

Elko County • Elko, NV

14d • Onsite

About The Position

The IT Support Specialist is an entry-level, front-line support position for the Information Technology department, focused on service and resolution for Elko County personnel. The Support Specialist answers service desk calls and tickets; diagnoses and resolves desktop, laptop, mobile, and peripheral hardware and software issues; deploys and configures endpoints and software to County standards; and guides users on approved software and best practices, keeping end-user downtime to a minimum. Problems affecting servers, networks, or other shared infrastructure are diagnosed at the front line and escalated to the appropriate Administrator with complete information.

Requirements

• High School Diploma or equivalent.
• 1 year of computer technology experience; or any combination of training, education, and experience that would provide the required knowledge, skills, and abilities.
• Must maintain a valid Nevada driver’s license.
• CompTIA A+ and CompTIA Network+ (or IT Director-approved equivalents) within 1 year of hire.
• Knowledge of Purpose and function of all County departments.
• Knowledge of PC software and hardware system principles and concepts.
• Knowledge of Overall capabilities of the computer system.
• Knowledge of Modern office procedures, methods, and computer equipment.
• Knowledge of Basic information security and acceptable-use principles.
• Skills in Communicating effectively both verbally and in writing.
• Skills in Providing strong customer service and excellent collaborative teamwork.
• Skills in Understanding and carrying out complex written and oral communications.
• Skills in Understanding and interpreting user needs.
• Skills in Managing time effectively.
• Skills in Reading and interpreting computer manuals and operational guides.
• Abilities to Comply with Elko County policies and departmental procedures.
• Abilities to Prepare clear written instructions and documentation for users.
• Abilities to Troubleshoot a variety of software and hardware problems on personal computers and peripherals.
• Abilities to Establish and maintain effective working relationships with those encountered in the course of work throughout the County.
• Abilities to Work in a fast-paced environment, meeting schedules and established deadlines.
• Abilities to Adapt to changing environments and new technologies.
• Abilities to Recognize when an issue or request exceeds the position's scope and escalating it appropriately.

Nice To Haves

• College-level coursework or training in computer technology preferred.

Responsibilities

• Answers service desk phone calls and ticket requests; performs first-pass triage by classifying each ticket's category and severity and routing it to the correct resource.
• Diagnoses and resolves hardware and software problems on desktops, laptops, and mobile devices, applying structured troubleshooting methods.
• Sets up images, labels, and deploys new computers, peripherals, and software in accordance with standard County configuration baselines.
• Installs, configures, and troubleshoots common end-user software (email, Office, PDF, and similar) and performs scheduled updates and patches on assigned endpoints.
• Installs and configures local and networked printers, scanners, and other peripherals, and resolves related connectivity and driver issues.
• Connects user workstations to the network and verifies endpoint connectivity; escalates server, transport, and other shared-infrastructure problems to the appropriate Administrator.
• Verifies user identity in accordance with department procedures before performing password resets or other account actions.
• Train and assists users on approved hardware and software and customizes endpoint options at the user's request within approved configurations.
• Verifies endpoint security posture (antivirus, patch level, and disk encryption) and documents findings.
• Decommissions replaced and end-of-life endpoints, including sanitization of storage media, in accordance with department procedures.
• Logs all work performed in the service management system using clear, structured language readable by both end users and technicians, and confirms resolution with the user before closing the ticket.
• Documents and escalate unresolved or out-of-scope issues to the appropriate Administrator with complete diagnostic information sufficient for the receiving technician to continue the work without re-contacting the user.
• Promptly reports suspected security incidents and acceptable-use violations through established department procedures and does not attempt unilateral remediation.
• Creates and maintains knowledge base articles and user instructions for novel and recurring resolutions, written for both end-user and technician audiences.
• Keeps the supervisor informed of work status and significant developments and completes assigned work accurately and on time.
• Identifies and assesses opportunities to improve services for internal users and the public and offers suggestions for system or infrastructure improvements.
• Maintains current knowledge of technological trends, techniques, and advancements in the IT field and in security management practices, laws, policies, and ethics.
• Represents the department with dignity, integrity, and a spirit of cooperation.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED