***NO STAFFING AGENCIES***

IT Support Specialist

3 year contract with option to hire

Location: Onsite in Holland, MI 8am-5pm (Some after hours and weekend as needed for projects)

Salary $24-$27/hr (Time & a Half if over 40 hours)

Benefits: Medical, Dental, Vision, 401k, ten days PTO, thirteen Paid Holiday’s.

Under the direction of the Manager of IT Support Services, assists end users with computer and /or network related problems. Provides excellent customer service through consistent, quality interaction via phone, email, tickets, instant messenger, remote and in-person assistance. Installs, configures, maintains, and troubleshoots computer equipment and software. Assists end users with the use of hardware and software. Supports other technology to include audiovisual systems and courtroom technology. Provides emergency response for system, software, hardware, and service interruptions and failures.

Key Responsibilities:

· Assisting customers by taking calls, accurately recording incidents, providing resolution over the phone and through remote assistance, and triaging and escalating issues in a timely manner.

· Installing, configuring, maintaining, and troubleshooting computer equipment and software.

· Analyzing incidents and developing recommendations for eliminating reoccurring incidents.

· Developing documentation for procedures, methods, and resolutions.

· Providing training for end users on desktop software in one-on-one or group settings.

· Participating in desktop management by assisting in the development, deployment and testing of software packages, computer images, and patch management.

· Recommending new methods and procedures for support.

· Helping support an equitable, safe, diverse, and inclusive workplace.

· Performing other related functions as assigned.

Note: Employees in this classification must be able and available to provide 24 hour on-call coverage to respond to service interruptions and other problems in the information management and data communications operations.

Qualifications:

· Valid State of Michigan Driver’s License

· Associates or Bachelor’s degree in Computer Science, Information Technology, or related field; or equivalent work experience.

· Experience working in local or county government a plus.

· A , MCSA, or HDI Service Desk Certification or equivalent experience.

· Ability to interact positively and objectively with coworkers, end-users, vendors, regulatory and funding agency programming staff from a wide range of cultural and socio-economic backgrounds and with varying levels of technical knowledge and skills.

· Excellent written, verbal, and interpersonal communications skills, including the ability to communicate clearly with technical and non-technical staff.

· Excellent phone and customer service skills.

· Excellent working knowledge of computer/networking technologies and operating systems

· Excellent diagnostic and troubleshooting skills as well as good analytical and problem-solving skills.

· Good working knowledge of applications, tools, systems, and/or databases technologies.

· Advanced working knowledge of PC Hardware, Operating Systems, Software and related equipment, A/V

· Equipment and Controls, Network cabling.

· Ability to work independently by determining and prioritizing work and accurately and efficiently completing tasks with minimal supervision.

· Must be able to lift and move equipment and materials weighing up to 35 lbs. with or without mechanical or other assistance.