Service Support Technician - Information Systems

The Service Support Technician’s role is to provide proactive, customer oriented, technology support to all areas of County operations by performing entry-level work in the areas Service Desk operations, Incident Management, and Service Request Management. This can only be accomplished by developing strong relationships with peers and customers, which requires outstanding communication and customer service skills and the ability to work with everyone diplomatically and skillfully. With a strong emphasis on customer service, this entry-level technician position contributes to the success of the Service Support Team by providing Tier I technical support serving as the primary point of contact for all Support Incidents and Service Requests reported by the customers. The position contributes to the success of the Information Systems (IS) Department by providing proactive support to County Departments and Offices for their current information technology needs and their future technology initiatives.

Typical activities would include proactively identifying, researching, troubleshooting, and addressing issues with the County’s virtual and physical desktop hardware, operating systems, software applications, peripherals, printers, telephones, customer moves/adds/changes, as well as mobile technology (notebooks, tablets, cameras, cell phones, etc.). When requested the position may manage vendor communication, purchasing, and create technical documentation. In addition to these primary support functions, this position will hold primary responsibility for answering the phone for Service Desk calls and responding to email received by the Service Desk (as Tier I support).