User Support Specialist I

Oakland County•Waterford, MI

9d•Hybrid

About The Position

Oakland County is more than just a workplace. It is a place where you can make a real difference. As one of Michigan’s leading public service organizations, we are committed to strengthening communities, delivering essential services, and improving the quality of life for nearly 1.3 million residents. When you join our team, you become part of a mission-driven workforce guided by integrity, innovation, and a passion for public service. We offer competitive pay, comprehensive benefits, and the opportunity to do meaningful work that matters. Apply today and help shape the future of Oakland County, where we are All Ways Moving Forward. For more information about Oakland County benefits and employee perks, please visit: https://www.oakgov.com/government/human-resources/benefits/new-hire General Summary $60,990- $81,714 This position is hybrid. Do you enjoy being the go-to person who helps teams use technology more effectively? In this role, you will serve as a key liaison between a County department and the Information Technology team, helping ensure software systems run smoothly and support the day-to-day operations of the department. Why You’ll Love It: • Play a key role in connecting technology solutions with the operational needs of the department. • Use your problem-solving skills to troubleshoot issues and improve system functionality. • Work collaboratively with both technical teams and department staff. • Help employees feel confident using the systems and tools they rely on every day. • Contribute to improving processes and technology that support County services.

Requirements

Possess a Bachelor’s Degree from an accredited college or university with a major in Computer Science, Information Systems, Business Administration, Public Administration, Criminal Justice, or a related field. Have had at least one (1) year of full-time work experience in one or more of the following areas: creating and maintaining databases, systems analysis, training users on systems, systems testing, systems implementation, or systems software upgrades; OR
Possess an Associate’s Degree or equivalent education from an accredited college or university with a major in Computer Science, Information Systems, Business Administration, Public Administration, Criminal Justice, or a related field. Have had at least three (3) years of full-time work experience in one or more of the following areas: creating and maintaining databases, systems analysis, training users on systems, systems testing, systems implementation, or systems software upgrades; OR
Must be a high school graduate or have a certificate of successful completion of the General Education Development (GED) test. Have had at least five (5) years of full-time work experience in one or more of the following areas: creating and maintaining databases, systems analysis, training users on systems, systems testing, systems implementation, or systems software upgrades.
Possess a valid motor vehicle operator’s or chauffeur’s license.
Ability to communicate to accurately convey information.
Ability to operate a motor vehicle and/or be a passenger.

Nice To Haves

Considerable ability to interpret and communicate technical procedures to employees, public officials, municipalities, and other less technical personnel.
Considerable ability to analyze processes and troubleshoot problems in order to resolve issues.
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 and 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 uses.
Reasonable oral presentation ability, writing proficiency, and visual graphics design.

Responsibilities

Serve as a liaison between a County department and the Information Technology team.
Assist with the implementation, maintenance, and modification of departmental software applications and systems.
Test software processes and troubleshoot system issues, coordinating with IT staff or vendors to resolve problems.
Identify departmental technology needs and provide input during software design and implementation.
Train staff on proprietary or County-standard software and develop instructional materials for users.
Coordinate computer and equipment moves to ensure proper setup and functionality.
Utilize Countywide and department-specific software to complete assignments and support department operations.
Provides information regarding the functioning of a single hardware and software system affecting a departmental unit or other departments/organizations or multiple software systems affecting a single departmental unit.
Assists users in the resolution of difficulties encountered in the operation of the system.
Troubleshoots problems within the system working with information technology or software vendor to resolve issues.
Regularly communicates with information technology staff and/or vendors to resolve hardware and software difficulties.
Prepares or assists in preparing and maintaining user manuals, training guides, detailed procedures, helpful hint guides, etc.
Trains users and other staff in software and systems.
Maintains records of difficulties encountered by users and provides recommended solutions to prevent further difficulties after collecting and reviewing related data.
Works with department staff to determine the services desired and reviews specific problem areas relative to Information Technology services.
Keeps users and departments informed of modifications in procedures, input/output reports, system capabilities, and other related changes.
Coordinates computer moves, system upgrades and system maintenance with other Information Technology staff and the operating department or agency.
Participates in or coordinates the testing of new software installations, enhancements, and upgrades.
Utilizes current Countywide and/or department specific software to complete assignments.
Confirms software business requirements comply with local, state, or federal mandates.