IT Technical Support Specialist 2 (OPEN & PROMOTIONAL)

Spokane County • Wilmington Manor, DE

7d • $52,767 - $73,496 • Onsite

About The Position

This position performs technical, analytical, and customer-oriented work supporting Spokane County desktop computers, laptops, tablets, mobile phones, peripheral devices, audio/video devices, and complex desktop technologies in a networked environment. The specialist identifies hardware and software solutions; troubleshoots technical issues; diagnoses and repairs faults; resolves network issues; installs and configures hardware and software; and works with customers to identify and resolve problems. The role is the second journey-level classification in the series, involving more complex work, greater technical expertise, and less supervision than IT Technical Support Specialist 1. Technical expertise is required in desktop and mobile operating systems, desktop and mobile hardware, and application installation and troubleshooting.

The position is performed in the office; a hybrid schedule is not available. The work environment is primarily indoors with moderate noise and temperature levels. Work may also occur outdoors and involve occasional travel within the County, exposure to weather extremes and precipitation, and hazards associated with travel on public roads. The position is overtime eligible and scheduled for 37.5 hours per week.

Applicants must submit a resume and cover letter. The selected candidate must pass a criminal background check, obtain CJIS Level 4 certification, and possess a valid Washington driver's license at hire and throughout employment. Priority consideration will be given in accordance with the applicable collective bargaining agreement or County policy.

Requirements

• Associate’s degree from an accredited college or university in computer science or a related field.
• Two years of relevant work experience in Information Technology, including experience with relevant software packages, hardware, and network operating systems.
• An equivalent combination of relevant training, certification, and/or experience that provides the required knowledge, skills, and abilities may be considered.
• Successfully pass a criminal background check and acquire CJIS Level 4 certification.
• Possess a valid Washington Driver's License at the time of hire and for the duration of employment.
• Knowledge of concepts and techniques for operating and administering Windows-based computer hardware and software platforms.
• Knowledge of configuration commands and procedures associated with current County standards for operating systems, network equipment, and peripherals.
• Effective oral and written communication skills to exchange or convey information and give and receive work directions.
• Ability to establish and maintain effective working relationships with customers, managers, coworkers, and vendors.
• Problem-solving and debugging skills.
• Ability to manage 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 document them.
• Ability to think clearly, prioritize tasks, and efficiently solve technical problems.
• Ability to exercise good judgment about when to act independently and when to refer situations to a higher authority.
• Technical expertise in desktop and mobile operating systems, desktop and mobile hardware, and application installation and troubleshooting.

Responsibilities

• Assist with design and implementation support for audio/visual projects as requested.
• Manage supported devices, including inventory, billing, disposal of old or damaged hardware, and determining hardware upgrades.
• Support Windows PCs and laptops by troubleshooting, repairing, and replacing devices as needed.
• Support tablets, laptops, desktop computers, and Android and Apple mobile devices by troubleshooting, repairing, and replacing devices as needed.
• Set up and deploy tablets, laptops, desktop computers, and Android and Apple mobile devices.
• Set up workstations with computers and necessary peripheral devices.
• Check computer hardware, including hard drives, mice, and keyboards, to ensure functionality.
• Maintain customer contact information and documentation for computer builds and software installations.
• Perform Active Directory maintenance, including reviewing and managing devices, renaming or removing invalid devices, and ensuring devices are in the correct groups.
• Install and troubleshoot County and third-party applications.
• Provide technical assistance to other technicians or their customers as needed.
• Act as an escalation point for Technical Support Specialist 1 and other IT employees addressing complex hardware and software issues.
• Evaluate new hardware and software and make recommendations to Information Technology Management.
• Evaluate existing hardware, determine when replacement is appropriate, and refer recommendations to Information Technology Department Management.
• Develop and maintain hardware, software, and operating system installation and configuration procedures.
• Attend in-person and virtual meetings with users and departments to analyze, troubleshoot, and diagnose hardware and software problems.
• Refer complex unresolved issues to next-level support personnel or determine an appropriate resolution path.
• Serve as technical point of contact for special projects and assist IT Systems Administrators with escalated hardware and software installation, support, and troubleshooting.
• Diagnose complex computer system failures through evaluation, critical thinking, testing, and troubleshooting, and resolve them with software or hardware modifications.
• Perform other related duties as required or assigned.
• Contribute to a safe and positive work environment and demonstrate County values in daily work and interactions.

Benefits

• Employer-paid health and related benefit contributions, including medical, dental, life insurance, and long-term disability, are included in the total compensation estimate; actual amounts vary based on employee enrollment choices.
• Leave is included in the total compensation estimate.

What This Job Offers

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