IT Support Specialist II
: Job Details :

Under general supervision, the IT Support Specialist 2 (ITSS2) performs technical work for the Information Services Department. This role provides technical support to customers ensuring proper setup and maintenance of the County's Information Technology (IT) resources, including hardware, softwareapplications, and data storage. An ITSS2 troubleshoots and provides first-line diagnosis for all IT platforms. From the Service Desk, they resolve the County Staff's technology-related issues over the phone, by remote entry into their computer, or in person as required. ITSS2's perform related work as required.As a regular duty, ITSS2's provide technical services and assistance to information system users. An ITSS2 is distinguished from the Information Technology Support Specialist 1 by experience in providing solutions to a broader range of technically complex problems across the County's systems.Work involves operating the County's computer systems, printing, performing backups, responding to system messages, implementing technology solutions, requesting quotes from vendors, and creating purchase orders. Work also involves assisting users in the operation of personal computers, communications devices, and the County's computer system. An ITSS2 is also responsible for installing computer hardware, applications and related software, peripheral equipment, and computer options, performing minor repairs to printers, and setting up cellular devices. Employees must exercise tact and courtesy in frequent contact with system users, employ initiative, and use judgment in completing tasks. ITSS2's are assigned to the Information Services Operations Division and report to the IT Service Desk Supervisor.This position is essential. Personnel occupying this position may be scheduled to work regardless of weather conditions and/or when general County offices are closed.Key Responsibilities:Performs problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system.Provides online technical support using a variety of automated tools.Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as appropriate.Provides proactive notifications regarding outages, system changes, and problem recovery.Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance.Understands diagnostic and error messages for common problems.Performs and troubleshoots routine operations on PC, network, and mainframe platforms.Researches symptoms and solutions of IT systems.Documents procedures required to troubleshoot, maintain, repair, and backup IT-related software and equipment.Documents inventory, purchasing, pricing, and disposition of County IT property.Participates in training to update and expand their personal knowledge and skills.Operates the County's computer systems, performs backups, answers system messages, and assists users in program error recovery.Provides overall personal computer support for County offices.Sets up, installs, and performs minor repairs of personal computer hardware, peripheral equipment, and printers.Installs and configures software programs to allow interface with the County's computer system.Provides computer system support and operational instructions.Prepares price quotes for computer equipment to County Staff in accordance with County code.Interfaces with vendors to acquire quotes, order equipment, and resolve problems.Resets passwords for users and various applications.Communicates with various stakeholders to coordinate work activities and resolve problems.Performs other related duties as required.Minimum Requirements:Associate's Degree in Computer Science, or a related field. The requirement for a degree is waived with equivalent training and experience that demonstrates the required skills, knowledge, and abilities. Three (3) to five (5) years of personal computer and computer systems experience is required. Possession of a valid Commonwealth of Virginia driver's license is also required.Desired Certifications:Desired certifications include A+, ITIL Foundation, Microsoft Technology Associate, Microsoft Active Directory, Networking Basics, and other certifications as dictated by the individual development plan.Physical Requirements:Must be physically able to operate a variety of computers and their peripheral equipment, and common office machines. Must be able to exert up to 40 pounds of force frequently and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects. Requires the ability to inspect items for proper length, width, and shape and to coordinate hands and eyes rapidly and accurately in using computer equipment.#J-18808-Ljbffr