IT User Support Specialist I

Oakland County•Waterford, MI

1d•Hybrid

About The Position

Oakland County is seeking an IT User Support Specialist I to join their Information Technology team. This hybrid position involves troubleshooting mobile technology and telecommunications equipment, collaborating with internal teams and external vendors, and ensuring County employees have the necessary tools to serve the community effectively. The role is crucial for maintaining smooth system operations and supporting the county's mission.

Requirements

Possess a Bachelor’s Degree from an accredited college or university with a major in Computer Science, Information Systems, Business Administration, Public Administration, or a closely related field, AND at least one (1) year of full-time professional work experience in mobile technology or telecommunications, including responsibilities such as issuing equipment, providing training, and delivering technical or administrative support.
OR Possess an Associate’s degree or equivalent education in Computer Science, Information Systems, Business Administration, Public Administration, or a closely related field, AND at least three (3) years of full-time professional work experience in mobile technology or telecommunications, including responsibilities such as issuing equipment, providing training, and delivering technical or administrative support.
OR Must be a high school graduate, or have a certificate of successful completion of the General Education Development Test, AND at least five (5) years of full-time professional work experience in mobile technology or telecommunications, including responsibilities such as issuing equipment, providing training, and delivering technical or administrative support.
Possess a valid motor vehicle operator’s or chauffeur’s license.
Must maintain a valid motor vehicle operator’s or chauffeur’s license.
Must pass a background check performed by the County or other appropriate agencies as required.
Ability to operate a motor vehicle and/or be a passenger.
Ability to communicate to accurately convey information.

Nice To Haves

Considerable ability to interpret technical procedures to agency employees, public officials, and other less technical personnel.
Considerable knowledge of, and ability, to utilize current word processing, spreadsheet, database, e-mail and Internet software.
Reasonable knowledge of data processing capabilities, operations, and applications.
Reasonable ability to establish and maintain effective working relationships with other department employees with representatives of user departments and municipalities.
Reasonable ability to follow complex oral and written instructions.
Reasonable knowledge of current hardware and software technologies and their uses.
Reasonable oral presentation ability, writing proficiency, and visual graphs design.

Responsibilities

Investigate and resolve issues with mobile devices, phone systems, and other telecommunications equipment.
Collaborate with vendors and service providers to quickly resolve escalated problems.
Prepare wireless service orders and coordinate the deployment of new wireless equipment.
Prepare telephone service orders and coordinate telephone installation of new telephone lines and telephone equipment.
Provide excellent customer service and clear communication to internal users and team members.
Prepare records, detailed reports, recommendations, and similar written information for supervisory and management use.
Answer all manner of inquiries regarding the functioning of various hardware and software systems.
Assist customers in the resolution of difficulties encountered in the operation of their particular systems.
Communicate with vendors to resolve hardware and software difficulties.
Prepare or assist in preparing and maintaining user manuals, training guides, detailed procedures, knowledge documents, helpful hint guides, newsletters, etc.
Process IT Service Requests and Incidents related to software, hardware and telecommunications.
Act as content editor for internal and/or public websites.
Act as system administrator for various software applications including maintaining user contact records, system access and tables.
Maintain records of difficulties encountered by users and provides recommended solutions to prevent further difficulties after collecting and reviewing related data/metrics.
Review and forward invoices and billing records for approval covering contracted and non-contracted services, including hardware, software and maintenance performed for various cities, villages, townships and other local government agencies.
Monitor data flow between Information Technology and user departments or agencies to ensure input data is timely and correct, and that users receive generated reports as scheduled.
Keep user agencies or departments informed of modifications in procedures, reports, system capabilities, and other related changes.
Communicate and carry out Information Technology department policies and procedures.
Coordinate computer moves, system upgrades and system maintenance with other Information Technology staff and the operating department or agency.
Utilize current countywide and/or department specific software to complete assignments.
Prepare Automated Attendants designs for individual divisions and County complex as a whole.
Perform data entry into Telecom Expense Management system for equipment & service rebill.
Prepare report format for billing.
Visit users to ascertain the services desired and reviews specific problem areas relative to Information Technology services.
Confirm software business requirements comply with local, state or federal mandates.
Assist with acceptance testing of new software installations, enhancements and upgrades.