Technical Support Specialist I, II, III

Davis County Government•Farmington, UT

16h•Onsite

About The Position

Davis County Information Systems is currently hiring for Technical Support Specialist in Farmington, Utah. This position supports County departments by ensuring proper computer operations: receiving, prioritizing, documenting, and actively resolving end user help requests by utilizing diagnostic and help request tracking tools, as well as providing in-person, hands-on help at the desktop level.

Requirements

Level I Graduation from high school.
One year of technical training in Networking, Computer Science, Information Systems or closely related field.
Six months of formal experience in support industry-standard hardware and software or an acceptable combination of education and experience.
Level II Associate Degree in Networking, Computer Science, Information Systems or a directly related field.
Two years of full-time related experience in similar positions or an acceptable combination of education and experience.
Level III Associate Degree in Networking, Computer Science, Information Systems or a directly related field.
Five years of full-time related experience in similar positions or an acceptable combination of education and experience.

Responsibilities

Fields incoming help requests from end users via both telephone, in-person and electronic submission in a courteous manner.
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or request.
Builds rapport and elicits problem details from help desk customers.
Prioritizes and schedules tickets.
Escalates tickets (when required) to the appropriately experienced technician.
Records, tracks, and documents the help desk request problem-solving process, including all actions taken through to final resolution.
Utilizes software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Learns appropriate software and hardware used and supported by the organization.
Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Tests fixes to ensure problem has been adequately resolved.
Performs post-resolution follow-ups to help requests.
Assist in performing project-based activities involving hardware or software deployment, maintenance, upgrades and cataloging.