IT Support Specialist

Washington County, MN; Minnesota; On-site; USD 42,000 - 49,000; Full time

Job summary

Washington County in Minnesota seeks an IT Support Specialist to join the Enterprise Support Services Division of the Information Technology Department. You will be the first point of contact for end users, handling PC, software and hardware issues, routing calls, and entering requests into the IT Service Management system.

You will assist and escalate to appropriate groups as needed. The role requires a Bachelor's or Associate degree in IT (or equivalent) and relevant IT experience, plus strong

Qualifications

• Bachelor's degree in Information Technology or related field and 1 year IT experience in area of assignment, OR an Associate degree and 3 years of IT experience, OR an equivalent combination totaling five years.
• Experience using IT service management software/ticketing systems.
• Experience supporting Microsoft 365 products including Windows OS, Active Directory, Configuration Management, Office Suite and Teams.
• Experience providing workstation hardware and software support for end users.

Responsibilities

• Provide first level IT user support and respond to end-user inquiries.
• Log and route requests into IT Service Management system and escalate incidents when needed.
• Assist end users with PC hardware and software problems, and basic system administration tasks.
• Cover the Service Desk coverage during scheduled hours and ensure timely follow-up on requests.

Skills

Customer service

Troubleshooting

Documentation

Hardware/software knowledge

Team collaboration

Education

Bachelor's degree in Information Technology or related field

Associate degree in Information Technology or related field

Tools

Automated help desk software

Microsoft 365 suite

Windows Operating System

Active Directory

Configuration Management

Office Suite

Teams

Job description

The IT Support Specialist works in a team environment in the Enterprise Support Services Division within the Information Technology Department. This position is the first point of contact that provides timely, quality support and assistance to end users across the County. Support will include responding to customers inquiries, escalating incidents to the appropriate support group, and performing necessary follow up. Duties related to the position include covering the Service Desk and routing calls, assisting end users with PC related, software and hardware problems, logging and entering requests into the IT Service Management application.

DESIRABLE EXPERIENCE

• Paid work experience in using automated help/service desk software
• Paid work experience supporting Microsoft 365 products including Windows Operating System, Active Directory, Configuration Management, Office Suite and Teams
• Paid work experience in providing workstation hardware and software support for end user’s inquiries
• Paid work experience in troubleshooting end user’s issues utilizing technical knowledge, electronic knowledge databases and standardized procedures
• Paid work experience in maintaining inventory and asset reporting

SELECTION TECHNIQUE

Your training and experience will be rated based on the required application material submitted and the top-scoring candidates will be forwarded to the hiring department for further consideration.

HOURS / DAYS

8:00 a.m. - 4:30 p.m., Monday - Friday. Work schedules (hours and days) and location are subject to change based on department needs.

ANTICIPATED HIRING RATE

$30.29 to $35.75 Hourly

E-Verify Participation

Washington County participates in the federal E-Verify program. This means that Washington County will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. If the Government cannot confirm that you are authorized to work, Washington County is required to give you written instructions and an opportunity to contact DHS and/or the SSA before taking adverse action against you, including terminating your employment. Employers may not use E-Verify to pre-screen job applicants and may not limit or influence the choice of documents you present for use on the Form I-9.

E- Verify Participation Poster

Right to work Poster

The IT Support Specialist performs basic information technology support activities in systems administration, network administration, applications systems design/development, database design/development or administration, business analysis, service desk support and/or workstation/end user support.

MINIMUM QUALIFICATIONS

This position requires a Bachelor's degree in Information Technology or related field and one (1) year of information technology experience in area of assignment (i.e. system administration, network systems administration, applications design/development, database design/development or administration, web design/development or administration and workstation/end user support), OR an Associate degree in Information Technology, or related field, and three (3) years of information technology experience in area of assignment, OR an equivalent combination of education and job-related work experience that totals five (5) years in area of assignment.

CORE COMPETENCIES, JOB SPECIFIC KNOWLEDGE, SKILLS AND ABILITIES REQUIRED FOR SUCCESSFUL JOB PERFORMANCE

Core Competencies outline essential business and professional traits necessary to perform this job.

• Support and prioritize a welcoming and respectful workplace that fosters diversity and encourages contributions from all individuals.
• Provide inclusive and equitable service to all members of the community with dignity and respect.
• Demonstrate support for the County’s diversity, equity and inclusion program.
• Promotes a culture of continuous quality improvement in the workplace.
• Demonstrates knowledge of, or ability to learn, quality/continuous improvement.
• Demonstrates knowledge of the theory, principles and practices in area of assignment (systems administration, network systems administration, applications design/development, database design/development or administration, web design/development and/or workstation/end user support).
• Demonstrates skill in providing information technology related customer service to users having varying levels of technical expertise.
• Demonstrates skill in analyzing computer hardware and software problems.

1. Provides basic information technology user support.
2. Resolve a variety of end user issues and answer questions.
3. Install, configure and perform routine maintenance on systems hardware and software, including servers and operating systems.
4. Create and maintain user accounts.
5. Maintain, monitor and support data and voice networks, including client connectivity, authorization and authentication.
6. Participate in designing, analyzing, implementing and maintaining applications systems.
7. Write and maintain computer code and tests applications.
8. Participate in the analysis, design, development, maintenance and administration of automated databases.
9. Implement and maintain data structures, including stored procedures and views.
10. Perform basic analysis, design, development, and maintenance of websites.
11. Assist in gathering user requirements and documenting work processes.
12. Assist in planning, design and implementation of new applications or systems.
13. Provide service desk support.
14. Provide first level support, install, configure and maintain workstation hardware, software and peripherals.
15. Evaluate workstation support needs.
16. Plan and implement maintenance, upgrades and training programs.
17. Implement and monitor computer security and quality assurance procedures.
18. Collaborate with computer users to provide technical support.
19. Maintain required documentation.
20. Participate in research of current and emerging computing technologies.

Performs other duties as assigned. Essential functions: 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, and 20.

WORK ENVIRONMENT

The work will involve remaining in a stationary position for extended periods of time, although the incumbent will need to move about inside the office to access files or equipment from time to time and may occasionally need to travel to other sites to perform work or interact with other professionals. The ability to operate and interact with computers or other office equipment, via keyboard, mouse, touch screen, or another Human Interface Device (HID) is required. The incumbent will be exposed to noise and a regular flow of people around an office environment, assigned to changing priorities and occasionally required to work outside of typical business hours to meet project deadlines, or be available on an on-call basis for special projects or to provide support. The incumbent may occasionally need to move or transport moderately heavy objects, such as computer equipment and peripheral, unbox, install, inspect, troubleshoot and repair computer equipment, position themselves to inspect and maintain computer equipment under desks, beneath raised flooring, above suspended ceiling, in data closets, cabling channels/trees, or equipment racks.

Additional physical/mental requirements that occur may not be listed above but are inherent in performing the position's essential functions.

This job description is intended to describe the kinds of tasks and level of work difficulty being performed by people assigned to this classification. The list of responsibilities is not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The County retains the discretion to add or change the contents of this job description at any time.