TECHNICAL SUPPORT SPECIALIST

Mesa County, CO

United States

On-site

USD 33,000 - 37,000

Full time

14 days+

Application generator

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Benefits offered by this job

Medical

Dental

Vision

Retirement

Paid Sick and Vacation Leave

Life insurance

Long term disability

Job summary

Mesa County is seeking an on-site Help Desk/Desktop Support professional to assist county computer users, provide frontline support for desktop and application issues, and help with reporting on IT service levels. The role includes creating guidelines, maintaining the knowledge base, and supporting end-users via phone, email, and FAQs.

Minimum education is an Associate degree or two years of college/technical training with two years of related experience; standing, bending, and lifting up to 25

Qualifications

Associates degree or two years of college or technical training in computer science, electronics engineering, telecommunications or a related field and two years of progressively responsible related experience.
Any combination of education, training and experience which provides the knowledge, skills and abilities required for the job.

Responsibilities

Provides technical or functional application problem solving advice to system users via the Helpdesk, and assists Desktop Support personnel.
Produces reports to I.T. Management on service levels, response times and quality for capacity planning.
Manages help desk requests, using the provided tools, and routes to appropriate I.T. staff for timely delivery.
Provides non-emergent assistance to users via FAQs, phone and e-mail, and maintains the knowledge base.
Supports desktop and laptop operations, including setup, configuration, and diagnostics.
Delivers application support and develops/writes guidelines and procedures for information systems operations.
Develops policies related to information systems operation, maintenance and security.

Skills

Help desk support

Desktop support

Application support

Training documentation

Clear communication

Education

Associate degree or 2 years college/technical training in CS/related field

Job description

$24.06 - $27.07

_____________________________________________________________

ON-SITE POSITION

Provides technical or functional application problem solving advice and follow up to system users via the Mesa County I.T. Helpdesk phone line, giving Mesa County computer users a focal point for inquiry and incident support, help with using county computer based business systems, and management reporting on I.T. service quality. Assists I.T. Desktop Support personnel in providing front line user support with desktop computer and application issues.

Provides reports and information to I.T. Management concerning I.T. service levels, response times, and quality to assist I.T. Management in resource allocation and service capacity planning

Help Desk Activities:

Provides county computer users with a central point of contact to receive assistance and report computer issues to I.T. Manage requests for assistance using tools provided, provide assistance at the time of contact as possible and time permitting

Provides non-emergent assistance and advice to county computer users via FAQs, phone and e-mail. Maintains and assists with maintenance of online information base, including FAQs and Knowledgebase

Routes help desk requests to appropriate I.T. support personnel based on personal computer knowledge and experience, and familiarity with I.T. organizational structure to assure timely and appropriate delivery of I.T. support to county computer users

Desktop Support:

Provides county computer users with support in the daily operations of computer desktop and laptop computers, including setup and configuration, daily activities, desktop application operations, and maintenance and diagnostic support.

Application Support:

Provides support to users for business application software.

Training and Documentation:

Develops or secures written guidelines for handling computer related problems or tasks

Develops policies and procedures related to information systems operation, maintenance and security

Oral and written communications must be clear and effective.

Performs other related duties as assigned.

Minimum Requirements:

Education and Experience:

Associates degree or two (2) years of college or technical training in computer science, electronics engineering, telecommunications or a related field and two (2) years of progressively responsible related experience.

Any combination of education, training and experience which provides the knowledge, skills and abilities required for the job.

Supplemental Information:

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:

This position requires standing, stooping, sitting, bending, twisting, and lifting up to 25 pounds.

Work is generally confined to a standard office environment. Employee may be exposed to possible bodily injury from electrical shock.

Some after hours/modified work scheduling may be required to accomplish project goals.

_____________________________________________________________

_ In compliance with the Equal Pay for Equal Work Act the following items can be used as a determining factor in the starting and ongoing wage of an employee working in this position: _

A seniority system that rewards employees based on length of employment and relevant experience with prior agencies.
A merit system that rewards or penalizes employees for exceptional or below standard job performance.
Education, training, or experience to the extent that they are reasonably related to or impact the efficiency of the work in questions.

This position is eligible for the following Mesa County benefits;