POSITION SUMMARY
The Technical Support Engineer role is to support and maintain technology equipment for customers within the County. This includes installing, configuring, diagnosing, repairing, and upgrading all hardware and equipment while ensuring its optimal performance. The position will also troubleshoot problem areas (in person, by telephone or via e-mail) in a timely and accurate fashion, and provide customer training and assistance where required.
Work is performed in an office and a computer room. This work area is sometimes noisy. Work requires intermittent sitting, standing, stooping or walking and lifting computer equipment up to 50 pounds.
NATURE AND SCOPE
This position is responsible for the installation, maintenance, troubleshooting and technical support of the County’s equipment, including access control system, camera surveillance system, desktop computers, peripherals, and audio-visual equipment.
PRINCIPAL ACCOUNTABILITIES
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Performs on-site analysis, diagnosis and resolution of complex hardware problems for end-users, and recommend and implement corrective solutions as needed including off-site repair as needed.
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Installs, configures, tests, maintains, monitors and troubleshoots end-user hardware and software in order to deliver required service levels.
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Assesses the need for and implement performance upgrades to PC hardware, including the installation of CPU’s, I/O and NIC adapters, hard disks, cables, RAM, CD/DVD, etc.
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Collaborates with network administrators to ensure efficient operation of the County’s desktop computing environment.
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Where required, administers and resolves issues with associated end-user workstation networking software products.
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Receives and responds to incoming calls, pages and/or e-mails regarding desktop problems.
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Performs moves, adds and changes (MAC) requests.
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Ensures that physical desktop connections (i.e. RJ-45 Ethernet, USB, PC to server) are in proper working order.
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Assists in preparing, maintaining and upholding procedures for logging, reporting and statistically monitoring desktop operations.
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Maintains inventory records for all supported hardware including computers, monitors, printers, scanners, UPS, A-V Equipment, etc.
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Accurately documents every instance of hardware failure, repair, installation and removal.
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Conducts research on desktop products in support of PC procurement and development efforts.
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Evaluates and recommends products for purchase.
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Assists in developing long-term strategies and capacity planning for meeting future hardware needs.
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Coordinates with third-party suppliers for support if needed.
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Recommends, schedules, and performs hardware and peripheral equipment improvements, upgrades and repairs.
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Develops and maintains documentation of all procedures.
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Provides on-call support one week at a time on a rotating basis.
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Performs other duties as assigned.
KNOWLEDGE, SKILLS, ABILITIES
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Certifications in CompTIA A+ and Network +.
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Excellent technical knowledge of PC and desktop hardware.
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Experience installing and maintaining audio visual and presentation equipment.
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Hands-on troubleshooting experience.
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Working technical knowledge of current protocols, operating systems and standards including TCP/IP, Active Directory, Microsoft Windows 10.
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Dexterity of hands and fingers to operate tools, keyboard and mouse, components and peripheral accessories.
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Work with outside vendors on County project and ensure that County requirements are being met.
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Ability to read and understand technical manuals, procedural documentation and OEM guides.
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Ability to conduct research into hardware issues and products as required.
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Effective interpersonal skills.
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Strong written and oral communication skills.
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Ability to present ideas in user-friendly language.
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Understanding of the County’s goals, objectives, policies and procedures.
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Analytical and problem-solving abilities, with keen attention to details.
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Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
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Experience working in a team-oriented, collaborative environment.
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Strong customer service orientation.
DESIRABLE TRAINING AND EXPERIENCE
Knowledge and level of competency commonly associated with the completion of a diploma or degree in the field of computer science. Sufficient experience to resolve problems in a timely manner and plus listen and answer customer questions. This usually requires 3 or more years of related experience. A combination of education and/or work experience may be substituted for minimum requirements.
