Technical Support Specialist (Level 2)

Overview:. This position will provide employees Tier I and Tier II support on a variety of County-wide infrastructure systems, applications, and hardware in response to calls, emails, and walk-in requests. This position is part of a team of six. It is through the enablement and support of this team that our partners in the departments can deliver on business outcomes using technology. The employee will also participate in the planning, administering, and implementation of enterprise-wide projects such as system migrations or replacements, conduct technical training, and/or provide advice to departmental staff on technology solutions for their business needs.
Position Responsibilities Include, But Are Not Limited To

• Installing, configuring, and maintaining hardware, applications, and peripherals in support of the County's business operations and needs.
• Performing administrative duties and providing technical advice related to the operation and maintenance of systems, hardware, and software.
• Reporting, presenting, and facilitating updates on technology trends.
• Applying IT service management system and practices to ensure documentation and communication of incidents and requests; and
• Providing operational technical support for County business activities.
• Providing support to users of existing and newly installed hardware, operating systems, applications, and mobile-based technology.
• Perform Supervisory duties and serve as an escalation point for the TSC Help Desk when needed.
• Working closely with departmental technical coordinator staff.

Requirements

• Bachelor's Degree in computer science or other directly related field; and
• Level 2 Mid-level professionals must have as a minimum five (5) years relevant work experience, and are expected to have appropriate and related certification in the associated field of work, and/or equivalent experience relevant to the position.
• Some experience providing user support in an MS Office/Windows environment.

Desirables: Preference may be given to applicants with experience in one or more of the following:

• ITIL ticketing system; and/or Mobile Device Management Experience
• Providing Tier 1 and Tier 2 support in a help desk environment.