IT Technical Support Specialist 2 (OPEN & PROMOTIONAL)

Spokane County•Wilmington Manor, DE

1d•$52,767 - $73,496•Onsite

About The Position

The position allocated to this class performs technical, analytical and customer-oriented work involving support of the County's desktop computers, laptops, tablets, mobile phones, associated peripheral devices, audio/video devices and complex desktop technologies in a networked environment. Incumbents are responsible for identifying hardware and software solutions, troubleshooting technical issues, diagnosing and repairing faults, resolving network issues, installing and configuring hardware and software, and speaking with customers to quickly get to the root of the problem. This classification is differentiated from the IT Technical Support Specialist 1 in being the second journey-level classification in the series; work is of greater complexity, requiring a higher level of technical expertise and less supervision. Incumbents are required to deliver technical expertise in all of the following technology areas: Desktop and Mobile OS environment; Desktop and mobile hardware environment; Application installation/troubleshooting. Technical Expertise is defined as the ability to perform the majority of the functions in the defined technology area without assistance and to complete assignments that meet management and customer expectations.

Requirements

Associate’s degree from an accredited college or university in computer science, or a related field.
Two (2) years of relevant work experience in the Information Technology field, including experience with relevant software packages, hardware and network operating systems.
An equivalent combination of relevant training, certification and/or experience that would provide the required knowledge, skills and abilities may be considered.
Must successfully pass a criminal background check and acquire CJIS Level 4 certification.
Possession of a valid Washington Driver's License at time of hire and for the duration of employment.
Knowledge of concepts and techniques for operation and administration of Windows based computer hardware/software platforms.
Knowledge of configuration commands and procedures associated with current County standards for operating systems, network equipment and peripherals.
Skilled in communicating effectively both orally and in writing, sufficient to exchange or convey information and to give and receive work directions.
Skilled in establishing and maintaining effective working relationships with customers, managers, coworkers and vendors.
Skilled in areas of problem solving and debugging.
Skilled in areas of managing multiple priorities.
Ability to use system and network troubleshooting utilities and monitoring tools.
Ability to analyze complex computer systems or networks, identify problems, develop effective solutions and documentation.
Ability to think clearly, prioritize tasks, and efficiently solve technical problems.
Ability to exercise good judgment as to when to act independently and when to refer situations to a higher authority.

Responsibilities

Aids in design and implementation support to Audio Visual Projects as requested.
Manages supported devices, which include inventory, billing, properly disposing of old or damaged hardware, and determination of hardware upgrades.
Provides support for Windows PC and laptops, troubleshooting, repairing and/or replacing devices as needed.
Provides support for devices, including tablets, laptops and desktop machines, troubleshooting, repairing and/or replacing devices as needed.
Provides support for mobile devices, including Android and Apple platforms, troubleshooting, repairing and/or replacing devices as needed.
Sets up and deploy devices, including tablets, laptops and desktop machines, and mobile devices with Android and Apple platforms.
Sets up workstations with computers and necessary peripheral devices
Checks computer hardware (HDD, mice, keyboards etc.) to ensure functionality.
Maintains documentation of current customer contact information, and how to documents for computer builds or software installation.
Performs Active Directory Maintenance; reviewing and managing all devices; renaming and/or removing invalid devices; and ensuring all are in their correct groups.
Installs and troubleshoots County and third-party applications
Provides technical assistance to other technicians or their customers as needed.
Acts as escalation point for Technical Support Specialist 1 and other IT employees to resolve more complex computer hardware/software issues
Evaluates new hardware/software and makes recommendations to Information Technology Management.
Evaluates existing hardware and makes determinations for replacement and refers recommendations to Information Technology Department Management.
Develops and maintains procedures for hardware/software/operating system installation and configuration.
Attends in-person and virtual meetings with users and departments to analyze, troubleshoot and diagnose hardware/software problems
Refers complex unresolved issues to next level support personnel or determines an appropriate resolution path as needed
Acts as technical point of contact for special projects and when assisting IT Systems Administrators with escalated hardware/software installation/support/troubleshooting
Diagnoses complex computer system failures through evaluation, critical thinking, testing and troubleshooting and resolves with software or hardware modifications.
Performs other related duties as required/assigned.