Technical Support Technician Senior - Jefferson County Public Library

Jefferson County CO•Lakewood, CO

1d•Onsite

About The Position

The Technical Support Technician Senior is responsible for performing specialized and complex level IT technical support and customer service in helpdesk and desktop support functions. They answer questions, identify root causes, and resolve device issues in person, via telephone or electronically. The Technical Support Technician Senior also provides assistance in the use of computer hardware, software, and online applications. They identify and create improvements for IT support processes and procedures.

Requirements

Minimum of one year of related experience.
Strong troubleshooting and customer service skills.

Nice To Haves

Bachelor's degree in information technology or computer information science.
CompTIA A+ Certification or related experience.
ITIL Foundation Certification or the ability to obtain within six months of hire.
Two years of experience in a Tier II desktop support role, serving as an escalation point for complex hardware and software issues in a multi-vendor environment.

Responsibilities

Install, configure and maintain operating systems, new software releases, third party software systems, upgrades and patches.
Install, configure and maintain server, storage and peripheral hardware and firmware.
Determine if upgrades or updates are appropriate and will increase the performance and/or reliability of the systems affected.
Monitor, troubleshoot and resolve intermediate system performance issues, including system and capacity utilization.
Determine if the issue is localized or if it affects a larger area of concern.
Interpret entries in log files.
Support internet, intranet, local and wide area network services and security, electronic mail and calendaring applications.
Evaluate performance metrics.
Interpret entries in log files.
Define, configure and tune system, storage and network resources.
Perform capacity planning and determine capacity usage.
Evaluate performance metrics.
Support remote locations for network performance, application performance and hardware performance.
Create and manage user accounts and access rights on the assigned computing platforms.
Determine if the account is unique.
Determine if additional rights are appropriate.
Develop and implement intermediate scripts and utilities to automate common functions or system operations.
Other duties and responsibilities as assigned.