Enterprise Support Technician (Information Systems Department)

Candidate Experience site; Reading (Berks County); On-site; USD 48,000 - 72,000; Full time

Job summary

Candidate Experience site is seeking an Enterprise Support Technician to provide comprehensive support to end users across a range of hardware, software, and network issues. The role includes remote and on-site assistance, device troubleshooting, and security-focused tasks within a county environment.

The position emphasizes hands-on problem solving, collaboration with county staff and partners, and adherence to inventory and security policies.

Qualifications

• Associate's degree in Information Technology, Computer Science, or related field.
• Minimum of three years’ experience in a Help Desk setting or desk-side IT support.
• Valid state-issued driver’s license for travel to other locations.
• Knowledge of cybersecurity best practices.

Responsibilities

• Provide remote and on-site assistance to County employees, municipal partners, and first responders.
• Install and troubleshoot equipment, end-user devices, and peripherals.
• Troubleshoot network-related issues such as disabled ports and bad cables.
• Manage desk phones and extensions using the Mitel Telephone System.
• Conduct server patching to maintain network security.
• Support cybersecurity operations as part of a response team.

Skills

Tier 2 support

End-user support

Remote support

Desk-side support

IT field service

Cybersecurity awareness

Education

Associate's degree in IT/CS

Tools

Mitel Telephone System

Job description

POSITION SUMMARY:

The Enterprise Support Technician provides support to end users on a variety of issues. The Enterprise Support Technician maintains, analyzes, troubleshoots, and repairs end-user systems, hardware, and peripherals. The Enterprise Support Technician also provides network, phone, video, and security support. The Enterprise Support Technician may be assigned project work to address the needs of the County. This position must be able to assign, manage, and document deployed inventory and follow good inventory practices.

POSITION RESPONSIBILITIES:

Essential Functions

The duties and responsibilities of this position include, but are not necessarily limited to:

• Conduct problem analysis and ensure resolutions are made for PCs and other equipment in accordance with County policies and practices
• Provide remote and on-site assistance to County employees, municipal partners, and first responders to support the business functions of the County
• Install and/or troubleshoot equipment, end-user equipment, and peripherals
• Troubleshoot network-related issues such as disabled ports, patching, and tracing of bad cables
• Manage desk phones and extensions; setting up or removing users using the Mitel Telephone System
• Conduct server patching to ensure County networks remain secure
• Serves as part of our cybersecurity response team
• Performs cybersecurity operations tasks as required

MINIMUM EDUCATION AND EXPERIENCE:

• Associate's degree in Information Technology, Computer Science, or other related fields of study
• Minimum of three years’ experience in a Help Desk setting, Desk-side support, IT field service, as an IT Technician, or other related experience
• Valid, state-issued driver’s license required for travel to other County locations
• Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.
• Knowledge of cybersecurity best practices

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

• Ability to identify cybersecurity risks and emergent attacks
• Ability to provide Tier 2 support to end users
• Ability to work on-call and/or outside of normal business hours
• Ability to provide professional, courteous, and timely end-user assistance
• Physical presence in the office is required
• Must maintain fitness for duty during scheduled “on-call” periods
• Ability to handle stress.

PHYSICAL DEMANDS:

Work involves standing, walking, sitting, lifting, carrying, talking, hearing, using hands to handle, feel objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus. The employee must occasionally lift and/or move up to 50 pounds a distance of 15 feet or less.

WORKING ENVIRONMENT:

Normal cubicles and an individual office environment. Work is primarily performed during regular business hours; however, occasional evening or weekend work may be required based on the department’s needs. Travel within the assigned service area may be required. The position may require working in moderately noisy to loud environments, including cubicles and communal workspaces, and participating in frequent collaborative team meetings. The work environment may include a fast-paced setting with frequent interruptions, changing priorities, and interactions with employees, the public, and other stakeholders.

This position description serves as a guideline for communicating the essential functions and other information about the position to the applicant/employee. It is not intended to create a binding employment contract nor cover every detail of the position and may be changed where appropriate.