What are the responsibilities and job description for the IT Services Technician position at Shelby County?
JOB
Work involves providing technical assistance and support to all clients of the ITS department. The position serves as the first point of contact for trouble resolution for hardware, software, telecom and network problems. Duties include setup, installation, maintenance, troubleshooting and upgrades of personal and mobile computer hardware, software, peripherals, mobile devices, and telecommunication equipment. Position is expected to provide subject matter expertise on a variety of desktop office applications and refer problems to other technical staff as appropriate. Provides assistance as needed all County Offices and performs other IT related work as required. Responds to client requests from the help desk promptly and courteously.Maintains a courteous relationship with all help desk requests.Works patiently with the client to fully understand their problem and to reach a resolution or determine the appropriate referral.Resolves routine problem tickets quickly and effectively. These include common user questions about standard desktop office applications, PC and printer setups and configurations, and common network questions/problems.Uses knowledge of ITS supported systems and applications and problem solving skills to perform rapid triage of client problems, determining if problem can be resolved quickly at the help desk or should be escalated to second level support.Develops and maintains a cooperative relationship with clients using the help desk to include ongoing tracking of reported problems and communication of problem resolution status to clients.Maintains good communications with other members of help desk and technical support staff and take a team approach to problem resolution and customer service process improvement.Is flexible and adaptive to changing circumstances including surges in ticket volumes.Performs all duties in a safe and efficient manner.Performs all other duties as assigned by supervision.
EXAMPLE OF DUTIES
MINIMUM REQUIREMENTSExperience or education equivalent to completion of two years of college-level coursework in computer science, information technology or a related field or an equivalent combination of education and experience.A valid driver's license.Two years of direct Microsoft Windows PC support competency in a large Active Directory environment with computer installation, maintenance and repair experience on both desktop and mobile devices.Demonstrated competency in Ethernet wiring EIA/TIA standards. Capable of identifying, terminating,pulling and labeling Ethernet wire and fiber optic cable and termination of work station outlets. PREFERRED REQUIREMENTSDemonstrated support competency in a variety of front-line technologies. Experience working with a Microsoft Office (2016 ), Microsoft Active Directory (Server 2012, 2016, and 2019) and supporting hosted Exchange environments with multiple domains and group policy structures. Demonstrated competency in supporting VOIP systems, IP camera systems.Demonstrated competency in proactive customer support processes.Experience with 66 and 110 punch down block terminations for analog and digital voice connections.Installing support structures (J-hooks, support rings, cable slings and cable tray / ladder rack.) Experience with both ends of basic level testing as well as high level testing and documentation.A Certification preferred.
SUPPLEMENTAL INFORMATION
WRITTEN AND PERFORMANCE EXAMINATIONSNo written or performance examination will be required for this position. Applicants are screened and certified based on an evaluation of their education, training, experience and other requirements as outlined in this Position Announcement and denoted on their Job Application and responses to the Supplemental Questionnaire.POST OFFER BACKGROUND CHECKAs part of the pre-employment procedure, former supervisors, employers, police and FBI files, plus references provided by the candidates shall be checked as a precaution against obtaining undesirable employees. Reference and background checks may or may not be completed prior to an offer of employment, and the information shall be handled as privileged information available to appointing authorities in considering applicants.PRE-EMPLOYMENT POST OFFER MEDICAL EXAMINATION As a condition of employment after receiving a job offer for this position applicants are required to pass a physical examination conducted by a licensed physician designated by Shelby County.PRE-EMPLOYMENT/POST OFFER DRUG SCREENINGShelby County is committed to providing and maintaining a drug-free work environment. After receiving a conditional offer of employment, applicants are required to pass a drug test conducted at a test site designated by Shelby County.Shelby County, Alabama is an Equal Opportunity Employer. Qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, disability or any other legally protected status.
Work involves providing technical assistance and support to all clients of the ITS department. The position serves as the first point of contact for trouble resolution for hardware, software, telecom and network problems. Duties include setup, installation, maintenance, troubleshooting and upgrades of personal and mobile computer hardware, software, peripherals, mobile devices, and telecommunication equipment. Position is expected to provide subject matter expertise on a variety of desktop office applications and refer problems to other technical staff as appropriate. Provides assistance as needed all County Offices and performs other IT related work as required. Responds to client requests from the help desk promptly and courteously.Maintains a courteous relationship with all help desk requests.Works patiently with the client to fully understand their problem and to reach a resolution or determine the appropriate referral.Resolves routine problem tickets quickly and effectively. These include common user questions about standard desktop office applications, PC and printer setups and configurations, and common network questions/problems.Uses knowledge of ITS supported systems and applications and problem solving skills to perform rapid triage of client problems, determining if problem can be resolved quickly at the help desk or should be escalated to second level support.Develops and maintains a cooperative relationship with clients using the help desk to include ongoing tracking of reported problems and communication of problem resolution status to clients.Maintains good communications with other members of help desk and technical support staff and take a team approach to problem resolution and customer service process improvement.Is flexible and adaptive to changing circumstances including surges in ticket volumes.Performs all duties in a safe and efficient manner.Performs all other duties as assigned by supervision.
EXAMPLE OF DUTIES
MINIMUM REQUIREMENTSExperience or education equivalent to completion of two years of college-level coursework in computer science, information technology or a related field or an equivalent combination of education and experience.A valid driver's license.Two years of direct Microsoft Windows PC support competency in a large Active Directory environment with computer installation, maintenance and repair experience on both desktop and mobile devices.Demonstrated competency in Ethernet wiring EIA/TIA standards. Capable of identifying, terminating,pulling and labeling Ethernet wire and fiber optic cable and termination of work station outlets. PREFERRED REQUIREMENTSDemonstrated support competency in a variety of front-line technologies. Experience working with a Microsoft Office (2016 ), Microsoft Active Directory (Server 2012, 2016, and 2019) and supporting hosted Exchange environments with multiple domains and group policy structures. Demonstrated competency in supporting VOIP systems, IP camera systems.Demonstrated competency in proactive customer support processes.Experience with 66 and 110 punch down block terminations for analog and digital voice connections.Installing support structures (J-hooks, support rings, cable slings and cable tray / ladder rack.) Experience with both ends of basic level testing as well as high level testing and documentation.A Certification preferred.
SUPPLEMENTAL INFORMATION
WRITTEN AND PERFORMANCE EXAMINATIONSNo written or performance examination will be required for this position. Applicants are screened and certified based on an evaluation of their education, training, experience and other requirements as outlined in this Position Announcement and denoted on their Job Application and responses to the Supplemental Questionnaire.POST OFFER BACKGROUND CHECKAs part of the pre-employment procedure, former supervisors, employers, police and FBI files, plus references provided by the candidates shall be checked as a precaution against obtaining undesirable employees. Reference and background checks may or may not be completed prior to an offer of employment, and the information shall be handled as privileged information available to appointing authorities in considering applicants.PRE-EMPLOYMENT POST OFFER MEDICAL EXAMINATION As a condition of employment after receiving a job offer for this position applicants are required to pass a physical examination conducted by a licensed physician designated by Shelby County.PRE-EMPLOYMENT/POST OFFER DRUG SCREENINGShelby County is committed to providing and maintaining a drug-free work environment. After receiving a conditional offer of employment, applicants are required to pass a drug test conducted at a test site designated by Shelby County.Shelby County, Alabama is an Equal Opportunity Employer. Qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, disability or any other legally protected status.
Salary : $52,582 - $78,874