JOB OBJECTIVES: Incumbent is responsible for supporting daily operations of the department, installing software and computer equipment, programming reports and software fixes, and handling user support calls.

ESSENTIAL JOB FUNCTIONS:

• Respond to support requests, document issues and resolutions; provide support to end users on a wide variety of issues/applications.
• Trouble-shoot, diagnose, and resolve software, network, VPN, printer, Internet, and other information technology related problems.
• Install and configure personal computers, printers, network devices, mobile devices, and other peripheral devices.
• Install and configure software applications on personal computers and notebook computers.
• Install bug and upgrades fixes to software applications.
• Installing updates to Microsoft Windows Operating System and all county software applications; install firmware updates to hardware devices.
• Provide recommendations for hardware and/or software in the course of troubleshooting issues.
• Configure PCs for internet, network, and e-mail connectivity.
• Maintain Active Directory user accounts.
• Support for county wide applications including but not limited to ERP, Dog Licensing, MVP, and County website
• Perform other responsibilities as assigned by the I.T.S. Director and/or Manager.

NON-ESSENTIAL JOB FUNCTIONS:

Performs related Essential and Non-Essential functions as needed.

I. JOB REQUIREMENTS

Equipment: Incumbent operates the following equipment: Personal computing systems and notebooks, virtual servers, various networking devices, printers and multifunction devices, and mobile devices.

Software: MS Windows 7 , MS Server 2008 , MS Office 2013 , Anti-Virus & VPN, Support Systems Ticketing, County supported software applications, and other department specific software packages.

Critical Skills/Expertise:

• Ability to work well without direct supervision
• Ability to work under pressure, with accuracy, and meet important deadlines
• Ability to make complex decisions and initiate responses in which there is an opportunity for committing major errors resulting in substantial loss, cost, and damage
• Ability to communicate effectively orally and in writing
• Ability to communicate effectively to small and large groups of varying technical skill levels
• Ability to diagnose data and take corrective action as required
• Ability to quickly prioritize assignments and tasks
• Ability to function effectively in stressful situations
• Ability to document policies and procedures in technical and non-technical terms
• Ability to continuously update skills to stay current with technology
• Ability to train end-users to affectively use the tools and utilities provided them
• Ability to work in a flexible schedule that may require weekends and evenings
• Knowledge of applicable State and Federal laws, rules, regulations, local ordinances, County Policies, Information Technology policies and procedures, and personnel policies
• Knowledge of MS Windows operating systems and network systems, personal computers, and LAN, WLAN, and WAN networks.
• Knowledge of common computer system troubleshooting methodologies

II. DIFFICULTY OF WORK

Work involves responsibility for care of funds and property of significant value with frequent possibility of substantial loss. High to moderately complex, both relatively standardized and non-standardized tasks, processes, and operations following applicable laws, policies, and procedures with minimal supervision. Moderately important interdepartmental contacts concerning broad matter of coordination, cooperation, or joint action in making working arrangements within the limits of general policy and practice. Contacts requiring a moderate to high degree of tact, skill, resourcefulness in handling. Decision making and work of major importance in which there is an opportunity for committing major errors resulting in substantial loss, cost, and damage. Handling of confidential information, the disclosure of which would result in moderate to serious consequences.

III. RESPONSIBILITY

Supervisor provides technical and detailed instructions regarding new tasks, and reviews work when needed. Incumbent makes general decisions regarding work independently. Errors in work could result in the loss of millions of dollars, impact hundreds of County employees, citizens, and vendors. Errors could also impact on County Purchasing, payments, payroll, tax collection, and compliance with federal and state laws.

IV. PERSONAL RELATIONSHIPS