It Support Technician I - 0337

The Information Technology Support Technician I - performs technical duties related to computer hardware and software customer support. Responsibilities include troubleshooting, diagnosing, and resolving of software and hardware problems across the organization. The position is also responsible for conducting help desk and desktop support. Does related work as required. Work is performed under general supervision.

The full salary range for this position is $41,225.60 to $70,096.00 to provide opportunity for growth and development.

o Assists in maintaining, configuring, monitoring, and troubleshooting the County’s computer systems;

o Performs hardware and software support;

o Monitors and responds quickly and effectively to requests received through the IT helpdesk;

o Documents incidents and processes as directed and ensures that all tickets requiring follow up work and/or calls receive appropriate attention;

o Assists in supporting PC users;

o Trains and provides hardware and software support to PC users;

o Performs PC installations, maintenance, or installations of database software and related programs;

o Creates and sets up email accounts in exchange on-premises Active Directory (AD) domain;

o Manages user accounts by unlocking, disabling and resetting password in AD domain;

o Assists in providing networking and communications for local and remote users;

o Trains and supports system users;

o Performs related tasks as required.

o In-depth knowledge of Windows operating systems;

o Problem-solving skills;

o Technical documentation skills;

o Organizational and interpersonal skills;

o Exceptional customer service and communication skills, both verbal and written;

o A sense of urgency and a commitment to timely completion of projects;

o Attention to detail along with a commitment to quality and confidentiality;

o Ability to work independently or as part of a team effectively;

o Ability to follow oral and written instructions;

o Ability to troubleshoot and resolve multiple issues;

o Ability to prioritize, be attentive to details, maintain confidentiality, and provide exceptional customer service; and

o Ability to establish and maintain effective working relationships with fellow employees, supervisors, and other departments.

A combination of education and experience equivalent to a High school degree and one (1) year experience in Windows based systems and hands on technical knowledge of laptop and desktop design and software installation in a break-fix environment.