Senior It Customer Support Specialist-Erp

Human Resources reserves the right to call only the most qualified applicants to the selection process.

This position is a non-union position and excluded from membership in the union.

Education and Experience: Equivalent to an Associate Degree with major course work in computer science, information systems or a field related to the work AND three (3) years of full-time experience involving the use of telecommunications and/or personal computers and various advanced level software applications and providing hardware and software problem resolution and technical support to computer users. Certain positions may require experience in developing and conducting training/instructional programs.
Qualifying education and experience must be clearly documented in the “Education” and “Work Experience” sections of the application. Do not substitute a resume for your application or write "see attached resume" on your application.
Background Investigation: Employment is contingent upon successful completion of a background investigation. Periodically after employment background investigations may be conducted.
Pre-Employment Drug Testing: Employment is contingent upon the results of a pre-employment drug examination.

Assist the IT Customer Support Supervisor by providing lead direction, training and work review to a small group of Customer Support Specialists; organizes and assigns work, sets priorities, and follows-up to ensure coordination and completion of assigned work. Instructs staff in work procedures. Assists in developing procedures, forms and processes for the Information Technology Help Desk and Training functions. Serves as focal point for receiving and distributing customer communications of IT services; provides management information and performance measurements; identifies, reviews and resolves problems associated with PC configuration; maintains contact with departments on configuration standards, maintains pricing and ordering information for customization; prepares price quotations, administers the IT suggestion box; evaluates software for use in the Help Desk; and administers the LAN electronic mail accounts system. Responds to telephone calls for assistance from customers regarding complex telecommunications and computer hardware and/or software problems. Analyzes and evaluates possible solutions to problems; advises customers regarding problem resolution and directs customers to take specific actions to define and resolve such problems; evaluates and analyzes resolved support requests for accuracy, consistency and completion; assigns on-site assistance for problem resolution when the situation cannot be resolved over the telephone. Logs and tracks calls for support and prepares periodic or special reports regarding activities and highlighting problem trends. Provides technical assistance to County employees regarding the use and operation of a wide variety of telecommunications and computer hardware, software and peripheral equipment. Creates custom database reports, querying support request tracking database using ad hoc report writer software applications. May develops training materials and exercises; conduct training sessions; revise and update curricula as required. Prepares written documentation and instructions for customer use in an operational setting. Sets up cellular paperwork and organizes for future reference; maintains organization of paperwork and trains other Help Desk personnel in the filing and maintenance. Tracks, distributes, coordinates repairs and purchase of new and upgrade cellular and pager equipment. Notifies systems development staff or vendor support staff when equipment maintenance or repair is apparently required. Reviews periodicals, product and system documentation and other written materials to maintain and update knowledge regarding hardware and software used by County customers; maintains a library of such information for departmental use. Proofreads and edits technical and non-technical materials prepared by others. May perform desktop publishing activities in publishing newsletters, creating brochures, writing user manuals or other related special projects. Provides assistance to operations and documentation staff on a project or relief basis. Solicits customer input, maintains customer satisfaction and identifies and translates customer needs to improve customer services. Contributes to the efficiency and effectiveness of the unit's service to its customers by offering suggestions and directing or participating as an active member of a work team. Maintains files and may perform a variety of general office support work related to the activities of the unit. Uses standard office equipment and variety of computer hardware and software in the course of the work.

Mobility to work in a typical office setting and use standard office equipment, stamina to remain seated and maintain concentration for an extended period of time, vision to read printed materials and a computer screen, and hearing and speech to communicate in person or over the telephone. May require extended periods of standing when conducting training sessions. Accommodation may be made for some of these physical demands for otherwise qualified individuals who require and request such accommodation.