IT User Support Specialist I

Oakland County, Michigan Government; Waterford Charter Township (MI); Hybrid; USD 67,000 - 90,000; Full time

Job summary

Oakland County is seeking an IT User Support Specialist I to be the first point of contact for troubleshooting mobile technology and telecommunications equipment. You will work with internal teams and external vendors to keep systems running smoothly and ensure county employees have the tools they need.

You will support a wide range of mobile and telecom tech, coordinate wireless and phone service, and contribute to user guides and procedures while operating in a hybrid environment.

Qualifications

• Bachelor's degree in CS/IS/BA/Public Admin or related field.
• 1 year of full-time work in mobile tech or telecommunications.
• High school diploma with 5 years of relevant experience or Associate's with 3 years.
• Must possess a valid driver's license.
• Ability to interpret procedures and work with office software.

Responsibilities

• Answer inquiries regarding hardware and software systems.
• Assist customers in resolving difficulties with systems.
• Communicate with vendors to resolve issues.
• Prepare user manuals, training guides, and procedures.
• Process IT service requests and incidents.
• Maintain records and assist with reports for management.
• Assist with wireless service orders and telephone installation coordination.

Skills

Mobile technology experience

Telecommunications

Customer service

Clear communication

Vendor coordination

Education

Bachelor’s Degree in Computer Science / Information Systems / Business Administration / Public Administration

Associate’s degree or equivalent in related field

High school diploma or GED

Job description

Overview & Benefits

Oakland County is more than just a workplace. It is a place where you can make a real difference. As one of Michigan’s leading public service organizations, we are committed to strengthening communities, delivering essential services, and improving the quality of life for nearly 1.3 million residents.

When you join our team, you become part of a mission-driven workforce guided by integrity, innovation, and a passion for public service. We offer competitive pay, comprehensive benefits, and the opportunity to do meaningful work that matters.

For more information about Oakland County benefits and employee perks, please visit: https://www.oakgov.com/government/human-resources/benefits/new-hire

General Summary

$67,241 - $90,090

This is a hybrid position

Are you energized by turning complex operational needs into clear, practical technology solutions? Join Oakland County’s Information Technology team as an IT User Support Specialist I! In this role, you’ll be the first point of contact for troubleshooting mobile technology and telecommunications equipment, working directly with internal teams and external vendors to keep our systems running smoothly. You’ll play a critical part in ensuring County employees have the tools they need to serve the community effectively.

What You’ll Do

• Investigate and resolve issues with mobile devices, phone systems, and other telecommunications equipment.
• Collaborate with vendors and service providers to quickly resolve escalated problems.
• Prepare wireless service orders and coordinate the deployment of new wireless equipment.
• Prepare telephone service orders and coordinate telephone installation of new telephone lines and telephone equipment.
• Provide excellent customer service and clear communication to internal users and team members.
• Prepares records, detailed reports, recommendations, and similar written information for supervisory and management use.

Why You'll Love it Here

• You will directly impact the efficiency of County Operations by keeping technology running for hundreds of employees.
• You will gain hands-on experience with a wide range of mobile and telecommunications technology.
• You’ll be part of a collaborative IT team that values learning and professional growth.
• You’ll have the satisfaction of solving problems and helping people every day.

Minimum Qualifications

• a. Possess a Bachelor’s Degree from an accredited college or university with a major in Computer Science, Information Systems, Business Administration, Public Administration, or a closely related field.

b. Have at least one (1) year of full-time professional work experience in mobile technology or telecommunications, including responsibilities such as issuing equipment, providing training, and delivering technical or administrative support.

OR

• a. Possess an Associate’s degree or equivalent education in Computer Science, Information Systems, Business Administration, Public Administration, or a closely related field.

b. Have at least three (3) years of full-time professional work experience in mobile technology or telecommunications, including responsibilities such as issuing equipment, providing training, and delivering technical or administrative support.

OR

• a. Must be a high school graduate, or have a certificate of successful completion of the General Education Development Test.

b. Have at least five (5) years of full-time professional work experience in mobile technology or telecommunications, including responsibilities such as issuing equipment, providing training, and delivering technical or administrative support.

• Possess a valid motor vehicle operator’s or chauffeur’s license.

Additional Desirable Qualifications

• Considerable ability to interpret technical procedures to agency employees, public officials, and other less technical personnel.
• Considerable knowledge of, and ability, to utilize current word processing, spreadsheet, database, e‑mail and Internet software.
• Reasonable knowledge of data processing capabilities, operations, and applications.
• Reasonable ability to establish and maintain effective working relationships with other department employees with representatives of user departments and municipalities.
• Reasonable ability to follow complex oral and written instructions.
• Reasonable knowledge of current hardware and software technologies and their uses.
• Reasonable oral presentation ability, writing proficiency, and visual graphs design.

Special Requirements

• Must maintain a valid motor vehicle operator’s or chauffeur’s license.
• Must pass a background check performed by the County or other appropriate agencies as required.

SUPERVISION EXERCISED

• May lead lower level staff.

Essential Job Functions

• Answer all manner of inquiries regarding the functioning of various hardware and software systems.
• Assists customers in the resolution of difficulties encountered in the operation of their particular systems.
• Communicates with vendors to resolve hardware and software difficulties.
• Prepares or assists in preparing and maintaining user manuals, training guides, detailed procedures, knowledge documents, helpful hint guides, newsletters, etc.
• Processes IT Service Requests and Incidents related to software, hardware and telecommunications.
• Acts as content editor for internal and/or public websites.
• Acts as system administrator for various software applications including maintaining user contact records, system access and tables.
• Maintains records of difficulties encountered by users and provides recommended solutions to prevent further difficulties after collecting and reviewing related data/metrics.
• Reviews and forwards invoices and billing records for approval covering contracted and non‑contracted services, including hardware, software and maintenance performed for various cities, villages, townships and other local government agencies.
• Monitors data flow between Information Technology and user departments or agencies to ensure input data is timely and correct, and that users receive generated reports as scheduled.
• Keeps user agencies or departments informed of modifications in procedures, reports, system capabilities, and other related changes.
• Communicates and carries out Information Technology department policies and procedures.
• Coordinates computer moves, system upgrades and system maintenance with other Information Technology staff and the operating department or agency.
• Utilizes current countywide and/or department specific software to complete assignments.

WHEN ASSIGNED TO INFRASTRUCTURE SERVICES - COMMUNICATIONS

• Prepares wireless service orders and coordinates deployment of new wireless equipment.
• Prepares telephone service orders and coordinates telephone installation of new telephone lines and telephone equipment.
• Prepares Automated Attendants designs for individual divisions and County complex as a whole.
• Performs data entry into Telecom Expense Management system for equipment & service rebill. Prepares report format for billing.
• Prepares records, detailed reports, recommendations, and similar written information for supervisory and management use.
• Utilizes current countywide and/or department specific software to complete assignments.

Additional Duties & Responsibilities

• Visits users to ascertain the services desired and reviews specific problem areas relative to Information Technology services.
• Confirm software business requirements comply with local, state or federal mandates.
• Assists with acceptance testing of new software installations, enhancements and upgrades.

Essential Mental & Physical Requirements

• Ability to operate a motor vehicle and/or be a passenger.
• Ability to communicate to accurately convey information.

WORKING CONDITIONS

• Work is performed in a typical office environment.
• May be required to travel to other locations during the course of work.

IMPORTANT NOTE

The primary purpose of this job description is to set a fair and equitable salary range for this job classification. Generally, only those key duties necessary for proper job evaluation and/or labor market analysis have been included. Other duties and responsibility will be assigned by the supervisor.

Union

• If applicable

EEO Statement

We are committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, gender identity, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Inclusion Statement

Oakland County is committed to welcoming applicants from all backgrounds, including those with prior convictions, as we believe in providing equal opportunities for all. We value the unique perspectives and experiences each individual brings to our team and are dedicated to fostering an inclusive, supportive workplace. If you have the skills and qualifications for the position, we encourage you to apply. All candidates are evaluated based on their ability to meet the job requirements, legal obligations and thrive in our organization. All ways, MOVING FORWARD.