I.T. Support Associate II

Twin Falls County; Twin Falls (ID); On-site; USD 40,000 - 60,000; Full time

Job summary

A local government organization in Twin Falls seeks a technical support specialist to assist with computer operations and user support. The role involves troubleshooting, hardware repairs, and providing training. Candidates should have a Bachelor's in IT and experience in customer service. Excellent communication and problem-solving skills are essential for success in this role.

Qualifications

• High school graduate or equivalent with computer operations training preferred.
• 3-5 years of related experience providing customer service in a technological environment.
• Must successfully pass background investigation relevant to the position.

Responsibilities

• Provides technical support in the use of personal computer hardware and software.
• Installs software and repairs hardware.
• Troubleshoots and diagnoses problems.

Skills

Technical support

Problem-solving

Customer service

Communication

Teamwork

Education

Bachelor’s degree in information technology or related field

Tools

Computer hardware

Software applications

Job description

Overview

Apply Online at www.twinfallscounty.org

Position's primary focus may be in the areas of computer operations, computer repair, wire and cable installation, user and desktop support (hardware and software), helpdesk, and data management. Performs a variety of complex information technology support duties to ensure smooth delivery of technology services. Monitors, operates, coordinates, assists and trains others in the operation of computer hardware, software, and peripherals in order to achieve desired result. Utilizes computer equipment, software and diagnostic tools to perform a broad range of customer assistance, production job processing, equipment maintenance and repair and computer operations assignments. Works independently with minimal supervision and may assist in training, scheduling and distributing work. Updates supervisor on status of projects and technical issues. Exercises judgment and creativity in selecting and applying procedures correctly, and determines when to refer problems to the supervisor or the next level of support. May provide information and training to staff on established policies and procedures or services provided. Reports to the I.T. Director. The principal duties of this class are performed in a general office environment.

Responsibilities

• Provides technical support in the use of personal computer hardware, software, and specialized mid-range server technology or operates a multi- platform, complex computer environment or monitor the production scheduling, execution, and successful completion of production jobs;
• Sets up and configures desktop computers, peripherals and accounts assigning security level;
• Installs software and installs and repairs hardware and peripherals;
• Tests programs;
• Troubleshoots, diagnoses problems, implements corrective action procedures and/or escalates to other technical resources as appropriate;
• Serves as technical resource to unit;
• Maintains, updates or creates systems, databases and web pages using front-end user enhanced web tools within prescribed guidelines;
• Administers user accounts;
• Designs and produces moderately complex reports;
• Researches and recommends system equipment upgrades and manages equipment inventory;
• Sets up and submits production jobs and edits and debugs computer output;
• Troubleshoots, repairs and maintenance for computer equipment (e.g. microcomputers, disk drives, and laser printers) tests personal computers and peripherals on a network to diagnose, hardware versus software problems and escalates corrective procedures to other technical resources as appropriate;
• Acts as a customer liaison for the computing operation, communicating, resolving, and/or initiating the resolution of problems and concerns;
• Develops and tests user documentation;
• Works with hardware vendors to resolve equipment failures/problems;
• May perform routine security checks on the system; Installs, repairs and removes wire and cable lines;
• Assists with complex technical projects;
• Contributes to unit goals by accomplishing related duties as required.
• Maintain complete confidentiality;
• Responds to Commissioners’, elected and appointed officials’, County employees’ and citizens’ questions and comments in a courteous and timely manner;
• Performs all work duties and activities in accordance with County policies, procedures, and safety practices.
• Performs other duties as assigned.

Knowledge, Skills and Abilities

Knowledge of:

• Knowledge of a variety of hardware, software, programming languages, and operation systems. Basic knowledge of network protocols and some experience with computer applications and operating systems. May be tested on appropriate computer skills as required.
• Understanding of I.T. and practical applications to support the organization;
• Understanding of computer systems, networks, security, telecommunications, databases and storage systems;
• Understanding of systems security and continuity of operations protocols;
• Interpersonal and communication skills;
• Ability to manage and prioritize tasks and projects;
• Analytical and problem-solving skills;
• Strong commitment to providing excellent customer service;

Skill and Ability to:

• Work with contracted I.T. staff.
• Stay current on technology systems and best practice procedures.
• Work cooperatively in a team environment with County elected and appointed officials, managers, supervisors, and employees;
• Work independently, exercise initiative, and perform a wide variety of duties and responsibilities with accuracy;
• Willingness to work unusual or extended hours as needed.
• Follow verbal and written instructions.
• Communicate effectively both orally and in writing;
• Perform a wide variety of duties and responsibilities with accuracy and speed under the pressure of time-sensitive deadlines;
• Maintain a professional demeanor at all times;
• Demonstrate integrity and ingenuity the performance of assigned tasks and solving problems;
• Perform all duties in accordance with County policies and procedures with regard for personal safety and that of other employees and the public.

Acceptable Experience and Training

• High school graduate or equivalent with data processing training, computer operations training, or experience in a multi-operation system or production control environment preferred.
• Bachelor’s degree in information technology, information systems, computer science or related field preferred;
• Three to five years of related experience providing customer service in a technological environment, OR
• An equivalent combination of education and experience that provides the required skills, knowledge and abilities to successfully perform the essential functions of the position may be considered.
• Must possess or be able to learn the complexities of program and systems security needs as they relate to specific areas of County operations, including but not limited to finance, payroll and HRIS systems, mapping and GIS programs, elections, courts, drug testing and counseling services, driver’s license and law enforcement needs (ILETS, MDT, body cameras, evidence, etc.).
• Must successfully pass background investigation relevant to the position, including fingerprints and remain in good standing for the duration of employment with the County.

Physical Demands & Work Environment

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this classification. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this classification, the employee is frequently required to stand, walk, sit, stoop, bend, use hands to keyboard or type, reach with hands and arms, and lift up to 50 lbs. Specific vision abilities required by this classification include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus to comprehend written work instructions and prepare and maintain written records. Sufficient clarity of speech and hearing abilities required by this classification includes those which permit the employee to discern verbal instructions, and communicate effectively in person and by telephone. While performing the duties of this classification, the employee works in an office environment where the noise level is usually moderate.