IT - User Support Technician

Park County; Colorado; On-site; USD 43,000 - 48,000; Full time

Job summary

Park County is seeking a User Support Technician to provide front-line technical support for IT services. Responsibilities include assisting customers with technology issues, configuring software, managing hardware, and providing user education. The ideal candidate will possess strong analytical abilities, excellent communication skills, and a customer-focused mindset, ensuring effective IT support for the local community.

Benefits

4-day work week

Competitive benefits

Remote work opportunities

Advancement and continuing education

Qualifications

• A+ Certification preferred.
• Minimum 2 years of hardware and software technical support experience.
• Experience with Microsoft Windows 7, 10, and Microsoft Office 365.

Responsibilities

• Respond to requests for hardware and software support.
• Deploy new desktops and laptops.
• Instruct users in proper hardware/software use.

Skills

Analytical skills

Problem-solving skills

Customer service

Attention to detail

Communication

Technical support

Education

High School Diploma or GED

Tools

Microsoft Office 365

Windows 10

Job description

Employment Opportunities

Who We Are
Park County Government serves over 18,000 residents in communities that span our rugged and cherished mountain communities. We strive to preserve and promote the well-being of the County’s citizens, natural environment and rural character. We deliver services and set standards that reflect our values and preserve our unique quality of life for present and future generations to enjoy.

We are seeking people who have a strong work-ethic, self-starters, loves what they do and is motivated to share their knowledge and experience with those who they work with.

We thrive on working collaboratively and overcoming challenges. Together, we all make Park County a great place to live and work.

What We Provide
We are always hiring and want to help you start your career with us! Enjoy a 4-day work week, competitive benefits, remote work opportunities, advancement and continuing education, and a hard-working yet family-friendly culture.

• Park County Government Job Postings (10)

Featured job listings display on the top of all job listings and are designed to stand out from the others.

After completing all the steps, click Preview to open a preview of your listing in a new window or click Proceed to Checkout where you can purchase the listing for the duration you specified.

The User Support Technician (ST) is a member of the Information Services (IS) Department and is primarily responsible for assisting customers and other IS Staff and Management with technology and telecommunications related issues. The ST is responsible for front-line support of all office computers, mobile devices, peripheral devices, A/V Systems, and communications wiring infrastructure. The ST will perform and/or work with other IS staff in the installation, maintenance, and troubleshooting of data and voice processing systems. This position will support employees of Park County Government, Park County Public Libraries, Park County Senior Coalition, affiliated agencies/institutions, as well as assist contracted technical support partners. The ideal candidate will exude professionalism, patience, and a people-first attitude, and exhibit a propensity for attention to detail.

The ideal candidate will have the ability to effectively communicate with both technical and non-technical personnel in a comprehensible fashion. In addition, the ST will have the ability to install, maintain, and repair data processing systems in a Microsoft Windows operating and networking environment, configure, support, and instruct on the use of packaged software such as Microsoft Office 365 and Microsoft 365 applications; install and support Ethernet networks and the associated clients in both peer to peer and client/server networking environments; and provide remote client support using packages such as Remote Desktop and Active Directory.

Essential Duties and Responsibilities:

• Respond to and remedy customer requests for hardware and software support; support, monitor, configure, test, and troubleshoot hardware and software platforms for office and mobile data, voice, and video systems
• Image and deploy new desktops, laptops, and peripheral devices
• Develop and maintain hardware refresh schedule based on manufacturer warranty expiration timelines
• Decommission expired hardware and sanitize for disposal or rebuild for resale/donation
• Instruct users in the proper use of hardware/software, policies, acceptable use, and data protection methodology
• Notify IS management and staff in a timely manner of serious issues requiring rapid remediation
• Develop and maintain reference material for users through drafting operational instructions
• Master functionality and operation of County video conferencing systems, and operate Board of County Commissioner (BOCC) Hearing Room System during weekly BOCC Work Sessions and Public Hearings
• Manage and maintain network asset naming conventions in accordance with policies and standards
• Manage and maintain Public Library computing systems and computing security systems
• Manage and maintain video camera systems and video archiving based on election retention schedules
• Perform network and phone cabling infrastructure installation, repair, modification, and removal as necessary
• Assist IT management and staff with various tasks and projects as needed
• Stay up-to-date on technical advancements by attending educational workshops, reviewing professional publications, and participating in professional groups/societies
• Deploy software, firmware, and driver updates, upgrades, patches, hotfixes, in a timely fashion as informed through notices of Common Vulnerabilities and Exposures (CVEs) and/or as directed by IS management

Qualifications / Skills / Experience (minimum requirements):

• Excellent analytical, problem-solving, and troubleshooting skills
• Excellent customer service skills, both in-person and via telephone and/or remote session
• Ability to communicate technical information in an accessible manner to non-technical employees
• Ability to effectively prioritize and execute tasks in a high-pressure situation
• Hands-on problem-solving ability; collaborative and process improvement mindset; customer-service focus
• Strong working knowledge of Microsoft, Apple iOS, and Android operating systems, computing hardware (desktops, laptops, tablets, phones, etc.), and peripheral devices (monitors, MFCs, printers, etc.)
• Familiarity with Audio/Visual systems and hardware, video conferencing platforms, and sound systems
• Significant experience with Microsoft Windows 7, 10, and 11 Operating Systems and Microsoft Office 365
• Ability to multi-task and work independently with minimal supervision, and follow through tasks to completion
• Excellent written and oral communication skills; Strong interpersonal skills
• Strong time management and organizational skills
• Ability to work flexible schedule as needed in a fast-paced, high workload environment, and possess reliable transportation suitable for harsh rural winter environments

Education: High School Diploma or GED, with minimum 2 years of hardware and software technical support experience. A+ Certification preferred. Additional Certifications with Dell, Microsoft, and CompTIA a plus, but not required.

Equipment Used:

Computer, printer, copy machine, fax, telephone, and other standard business equipment. Various tools, gauges and mechanisms associated with Information Systems hardware. Automobile or other motorized vehicle.

Environmental Conditions:

Most duties will involve standing, walking, and sitting in an indoor office environment. Occasional duties will be performed in controlled locations such as Sheriff’s Office, County Jail, Public Health, and Courthouse locations. Occasional duties will be performed in environmentally impacted locations such as Public Works facilities, above ceilings, within crawlspaces, under desks, and outdoors. Employee may be exposed to adverse weather conditions and/or other unfavorable conditions while working outside the primary office location. Employee must have the ability to work beyond regularly scheduled hours and promptly respond to after-hours support calls for critical outages in an expeditious manner.

Physical Requirements:

• Ability to conduct activities involving walking (15%), standing (15%), sitting/standing at desk (70%)
• At minimum, ability to lift, carry, push, and/or pull objects weighing 75 pounds
• Ability to work with hands at shoulder height or above while handling, at minimum, 5 pound objects
• Ability to conduct activities involving climbing, balancing, stooping, kneeling/bending, crouching, crawling, twisting, and reaching on an as needed basis
• Ability to participate in routine conversation in person or via telephone and to distinguish telephone, voice, radio, and other auditory tones
• Ability to distinguish objects in low and bright light conditions using visual acuity including peripheral vision, depth perception, color differentiation, and varying distance acuity
• Ability to utilize computing systems for prolonged periods
• Ability to safely and responsibly operate a motor vehicle

Other Qualifications:

• Excellent written and verbal communication skills
• Strong interpersonal skills
• Excellent time management and organizational skills
• Ability to multi-task and prioritize efforts
• Team oriented and self-motivated
• Very responsible and reliable
• Ability to work a flexible schedule when needed
• Ability to work well under fast-paced, high workload environment
• Strong work ethic
• Professional dress

Responsibility for Property, Materials, Money, and Confidential Information:

The ST is responsible for the information connected with the routine performance of duties related to files, applications, and all other information as assigned. The ST is responsible for the security and protection of user account credentialing, access restrictions (files, folders, applications, accounts, physical barriers, physical hardware, etc.), and personal identifiable information (HIPAA, financial/accounting, etc.) within the SA’s span of control.

The ST may have access to elements of sensitive information and is required to conform to policies of non-disclosure of information to unauthorized persons, agencies, organizations, entities, companies, systems, etc. unless specifically authorized by established written legal guidelines, IS management, County management, or other legal and/or law enforcement authority.

Disclaimer:

This Job Description is not intended, and should not be construed, to be an all-inclusive or exhaustive list of all responsibilities, skills, efforts, or working conditions associated with the position. It is intended to be an accurate reflection of the principal duty elements essential for making compensation decisions. Park County Government retains the right to modify or change the duties or essential functions of the position at any time.

Qualifications

• HS Diploma or equivalent with at least 2 years' PC or Technical Support experience
• A+ certification preferred
• Must pass background check including criminal history
• Strong working knowledge of operating systems, desktop hardware and peripheral systems
• Significant experience with Windows 7, Windows 10, and Microsoft Office
• Strong analytical and troubleshooting skills with emphasis on attention to details
• Outstanding problem solving capability with both desktop applications and operating systems
• Excellent customer service skills, both in person and via telephone
• Ability to multi-task and to work independently to follow tasks through to completion

Special Requirements

A full job description is upon request.

Any offers of employment are conditional upon a background check.

Park County is an EEO employer.

Category Park County Government Job Postings Status Filled Salary Non-Exempt $43,320- $47,652 DOQ/E plus benefits Posted December 17, 2024 Closing Open Until Filled