IT Support Specialist II — Advanced Hardware & Windows

Spokane County; New Castle (DE); On-site; USD 53,000 - 73,000; Full time

Job summary

Spokane County Information Technology is seeking a Regular full-time IT Help Desk/Support Technician to assist with desktop and mobile devices, software, and network issues. This role requires strong customer service skills and the ability to diagnose problems quickly in a networked environment.

Responsibilities include hardware setup, device deployment, Active Directory maintenance, application installs, and collaboration with County staff to resolve technical issues.

Qualifications

• Associate’s degree from an accredited college or university in computer science, or a related field.
• Two (2) years of relevant work experience in the Information Technology field, including experience with relevant software packages, hardware and network operating systems.
• An equivalent combination of relevant training, certification and/or experience that would provide the required knowledge, skills and abilities may be considered.
• Must successfully pass a criminal background check and acquire CJIS Level 4 certification.
• Possession of a valid Washington Driver’s License at time of hire and for the duration of employment.

Responsibilities

• Aids in design and implementation support to Audio Visual Projects as requested.
• Manages supported devices, which include inventory, billing, properly disposing of old or damaged hardware, and determination of hardware upgrades.
• Provides support for Windows PC and laptops, troubleshooting, repairing and/or replacing devices as needed.
• Provides support for devices, including tablets, laptops and desktop machines, troubleshooting, repairing and/or replacing devices as needed.
• Provides support for mobile devices, including Android and Apple platforms, troubleshooting, repairing and/or replacing devices as needed.
• Sets up and deploy devices, including tablets, laptops and desktop machines, and mobile devices with Android and Apple platforms.
• Sets up workstations with computers and necessary peripheral devices
• Checks computer hardware (HDD, mice, keyboards etc.) to ensure functionality.
• Maintains documentation of current customer contact information, and how to documents for computer builds or software installation.
• Performs Active Directory Maintenance; reviewing and managing all devices; renaming and/or removing invalid devices; and ensuring all are in their correct groups.
• Installs and troubleshoots County and third-party applications
• Provides technical assistance to other technicians or their customers as needed.
• Acts as escalation point for Technical Support Specialist 1 and other IT employees to resolve more complex computer hardware/software issues
• Evaluates new hardware/software and makes recommendations to Information Technology Management.
• Evaluates existing hardware and makes determinations for replacement and refers recommendations to Information Technology Department Management.
• Develops and maintains procedures for hardware/software/operating system installation and configuration.
• Attends in-person and virtual meetings with users and departments to analyze, troubleshoot and diagnose hardware/software problems
• Refers complex unresolved issues to next level support personnel or determines an appropriate resolution path as needed
• Acts as technical point of contact for special projects and when assisting IT Systems Administrators with escalated hardware/software installation/support/troubleshooting
• Diagnoses complex computer system failures through evaluation, critical thinking, testing and troubleshooting and resolves with software or hardware modifications.
• Performs other related duties as required/assigned.

Skills

Desktop OS

Mobile OS

Hardware troubleshooting

Active Directory

Customer support

Networking basics

Troubleshooting

Documentation

Education

Associate’s degree in computer science or related field

CJIS Level 4 certification

2 years IT experience

Tools

Active Directory

Windows OS

Audio/Video devices management

Job description

Spokane County Information Technology is seeking a Regular full-time IT Help Desk/Support Technician to assist with desktop and mobile devices, software, and network issues. This role requires strong customer service skills and the ability to diagnose problems quickly in a networked environment.

Responsibilities include hardware setup, device deployment, Active Directory maintenance, application installs, and collaboration with County staff to resolve technical issues.