Support Specialist II

Douglas County, CO•Castle Rock, CO

3d•$60,104 - $90,157•Onsite

About The Position

The Support Specialist II is responsible for a variety of support efforts related to desktop hardware, operating systems, and applications. This is a go-to position for assisting users in efficient use of County provided hardware and software, resolving any technical issues, document workflow improvement suggestions, and convey feedback to other teams to test and further advance the products. Douglas County offers a comprehensive benefits package — including medical, dental, vision, and retirement plans — plus a wide range of additional resources to support your health, growth, and overall well-being.

Requirements

A high school diploma or GED supplemented by two years of computer related education.
At least three (3) years of work experience including at least one (1) years of Helpdesk experience.
A combination of education and experience may be considered.
Must possess a valid Colorado Driver’s License upon hire, with complying insurance.
Review of motor vehicle record is required at time of hire and periodically throughout employment.
This position requires successful completion of a criminal background check including fingerprinting through a national database.

Nice To Haves

ITIL Certification or equivalent preferred.

Responsibilities

Provide primary computer, peripheral, process, and application support to customers by phone and in person.
Diagnose and resolve technical hardware and software problems using multiple troubleshooting techniques and all available resources.
Determine the extent of customer reported issues.
Take ownership of reported incidents and problems, maintaining consistent communications and ensuring resolution.
Perform initial assessment and prioritization of reported issues.
Work with other IT personnel to investigate and resolve performance problems with applications and/or systems.
Perform remote and in person support of PC’s and other devices.
Provide lifecycle management of the county desktop computing environment. This includes security updates, virus scan reviews, and hardware maintenance as needed.
Conduct formal and informal training sessions for PC applications.
Respond to a wide range of procedural questions from the user community.
Support County users of critical, non-standard systems.
Create, develop, and maintain functional documentation for applications, hardware, and processes.
Performs other duties as assigned.