Full Job Description
Technical Support Specialist
Employees in this classification are typically assigned to a 24/7 call center/help desk environment in the Department of Technology Services. These employees provide technical support on a variety of County-wide infrastructure systems, applications and hardware to County employees, the County Board, and County facilities. Support is provided in response to calls, emails, and walk-in requests and the level of work ranges from entry to journey level. Employees receive, analyze, resolve, and appropriately escalate user problems. Employees use their technical knowledge of the County's infrastructure systems and associated software, analytical and problems solving skills, and interpersonal skills to resolve Tier I (e.g., forgotten passwords, inaccessible files, or print queue problems) and Tier II (e.g., major desktop malfunctions; viral infections; inaccessibility of specific applications) user problems as quickly and efficiently as possible. Employees in this class also assist in planning, administering and implementing 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.
1. Receives, analyzes, resolves, and/or appropriately escalates problems from users.
2. Provides support to users of existing and newly-installed hardware, operating systems, applications and mobile-based technology.
3. Installs, configures and maintains hardware, applications, and peripherals in support of the County's business operations and needs.
4. Provides technical support for certain County business activities.
5. Performs administrative duties and provides technical advice related to the operation and maintenance of systems, hardware, and software.
MAJOR DUTIES / SPECIFIC TASKS:
Receives, analyzes, resolves, and/or appropriately escalates problems from users.
1. Responds to help desk calls, e-mails, and walk-ins; determines nature of problem and identifies solution or refers to appropriate source.
2. Documents calls in call center management system, ensuring appropriate coding and written problem description.
3. Analyzes reported problems through use of remote tools to identify source of problem; consults with staff who have technical expertise in specialized area (e.g. networks, telecommunications, systems engineering) to follow up on problems identified by the user.
4. Assists and/or observes other technicians in the field to learn advanced troubleshooting procedures and to provide timely resolution of wide-scale problems.
5. Monitors system operations to detect user errors or inappropriate use of systems; advises users on more appropriate use or efficient procedures; monitors disk space usage, notifies appropriate staff when action is needed.
Provides support to users of existing and newly-installed hardware, operating systems, applications and mobile-based technology.
1. Provides guidance to users on basic and advanced features of operating systems and applications, including Windows, Microsoft Office Suite, OS 365, Adobe products, and Internet Explorer; maintains proficiency in these systems and devices to provide accurate, efficient instructions.
2. Resolves issues related to access, error messages, and configurations for users of custom County applications (e.g. Prism, Onbase/ERMS).
3. Reads technical manuals to become familiar with user instructions; translates information for users; tests new hardware and applications to build familiarity with systems.
4. Troubleshoots issues on desktops, laptops, printers, and mobile devices.
5. Trains other technicians in new technology including appropriate use, practical applications, and follows up to ensure effective use.
6. Meets with users to explain and demonstrate use of newly installed hardware and applications.
7. Participates in planning and conducting group or classroom training.
Installs and configures hardware, applications, and peripherals in support of the County's business operations and needs.
1. Sets up and customizes (configures) the user environment including security, displays, startup and logon procedures. 2. Installs, configures, and tests workstations and mobile devices with supporting hardware operating system, application software and/or network components. 3. Installs and configures new printers; develops and maintains print queues and troubleshoots printer issues. 4. Coordinates with other technical staff such as network analysts, programmers, and system administrators to ensure correct installation, connections, and accessibility. 5. Configures Microsoft desktop systems and applications to ensure optimal
performance for users (e.g. customizes toolbars, configures proofing tools, manages Outlook data, start menu, fonts, and folder settings.)
6. Performs application installations and upgrades, including testing to ensure operation and compatibility.
7. Creates all workstation images countywide; includes testing and certification of new departmental baseline configurations to support unique business requirements.
8. Meets with users and technical staff to define requirements and to integrate new technologies into the network environment; explains procedures and timeframes.
9. Ensures the full operation and maintenance of the System Management Server (SMS), the primary server for deploying security updates, service packs and applications to County desktop units and mobile devices.
Provides operational technical support for assigned County business activities.
1. Provides "crash cart support" (mobile communications equipment) for the Office of Emergency Management, which includes responsibility for the setup, support and operation of a critical emergency response technology cart providing INET connectivity, wireless video conferencing, and VOIP.
2. Supports the Emergency Operations Center (EOC) when activated; determines the EOC's state of readiness by ensuring the AV, desktops, video fax/phones, databases, printing and network connectivity are operational on a daily basis.
3. Provides technical support for County Board meetings.
Performs administrative duties and provides technical advice related to the operation and maintenance of systems, hardware, and applications.
1. Establishes procedures for installation, training, and support; documents and publicizes procedures. 2. Develops test standards and performs engineering testing/validation tests of new operating systems. 3. Tracks and maintains software licenses in order to ensure legal operations and optimize use of resources.
4. Performs file/system backup and recovery; monitors firewall, maintains up-to-date virus protection on server and client machines.
5. Prepares written and statistical reports; analyzes trends to keep other technical staff aware of recurring or emerging problems.
6. Maintains inventories to ensure adequate supplies; places orders for new supplies as needed.
7. Conducts "Department Checks" and provides recommendations to user departments regarding software and hardware usage, planning, and budgeting.
8. Analyzes user needs and communicates with DTS leadership to ensure needs are considered in setting overall technology direction and policy.
May occasionally coordinate among peers as team lead; however, final decisions are made by supervisors or managers. Received: General supervision; work assignments are reviewed by immediate supervisor, but individual is expected to work independently according to standard procedures and/or instructions.
A combination of education and experience that demonstrates the ability to: analyze and process routine information and resolve issues; use computer applications, software, and tools for data analysis and/or troubleshooting; communicate both orally and in writing; understand and implement policies and procedures; and, work collaboratively with business partners to facilitate projects and/or processes. Typically this type of knowledge and experience is obtained through graduation from college with an Associate's Degree in computer science or other directly-related field and at least one year experience providing user support in an MS Office/Windows environment. Coursework at a recognized, accredited computer learning school may be substituted for part of the degree requirement. Positions in this class require certain professional certifications within specified timeframes, including:
1. HDI Help Desk Analyst within 12 months of entry into class.
2. HDI Customer Support Specialist within 12 months of entry into class.
3. MS Office Specialist within 12 months of entry into class.
4. Microsoft Certified Professional in XP or current operating system within 18 months of entry into class.
5. A+ Certification (Core Hardware and Operating Systems) within 18 months of entry into class.
Job Type: Contract
Salary: $45,000.00 to $80,000.00 /year
- Desktop Support: 1 year (Required)
- Office 365: 1 year (Preferred)
- Microsoft Office Product Suite: 1 year (Preferred)
- VOIP/AV: 1 year (Preferred)
- Hardware/Software Installation: 1 year (Preferred)
- WIndows 10: 1 year (Preferred)
- Enterprise level: 1 year (Preferred)
- Operational Support: 1 year (Preferred)
- Tier 1/Tier 2: 1 year (Required)
- High school or equivalent (Preferred)
- Arlington, VA 22201 (Preferred)
- United States (Preferred)
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off
This Job Is:
- A job for which military experienced candidates are encouraged to apply
- A job for which all ages, including older job seekers, are encouraged to apply
- Monday to Friday
- On call