Works under general supervision to provide excellent technical assistance and customer service to end-users by using research and industry best practices to ensure maximum uptime and efficiency of all enterprise equipment within Shelby County.

Pay Grade: 51
Salary Commensurate with Experience and Education

1. Five (5) years of field experience as a network/field technician in network installation, desktop configuration, troubleshooting, and network problem analysis; AND

2. Associate’s degree from an accredited college or university in computer science or related field with coursework to include work on personal computers; OR

3. An equivalent combination of related education and/or experience.

4. Help Desk Institute (HDI) and/or ITIL Foundation certification preferred.

5. PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.

1. Diagnoses, triages, and escalates reported issues submitted via telephone, email, and in person.

2. Travels to various customer locations throughout Shelby County to complete on-site/field assignments.

3. Provides alternative solutions where appropriate, to maintain user satisfaction.

4. Participates in reviewing established procedures for accuracy in the following areas: projects, network hardware and software, telephone hardware and software, etc.

5. Locates and resolves complex LAN, hardware, and software issues using available tools.

6. Installs, configures, and troubleshoots all versions of Microsoft Windows PCs and LAN connectivity in an enterprise networked environment. Installs, configures and troubleshoots connectivity between PCs, telephones, and networked devices.

7. Tracks computer and telephone equipment using established tools and procedures.

8. Coordinates activities with outside vendors, maintenance contracts, etc.

9. Accurately documents customer-submitted incidents using an enterprise ITSM (Information Technology Service Management) system.

10. Creates and submits documentation at regular intervals for known solutions.

11. Contributes to group discussions, reviews publications, and other relevant sources to improve the personal knowledge base and skill set.

12. Participates in mandatory after-hours on-call support rotation (this includes completing diagnoses, triages, and escalations by both remote access and by traveling to Shelby County facilities in the evenings and on weekends.)

13. Performs other related duties as required or directed.

1. Intermediate knowledge of PC architecture, peripheral products, tools, and repair technology.

2. Thorough knowledge of Microsoft operating systems, with the ability to install and maintain desktop operating systems and productivity tools in primarily Microsoft Windows 7 and 10, Microsoft 2016 and 2019 environment.

3. Knowledge of Microsoft network architecture, including Microsoft domains and Active Directory.

4. Ability to diagnose and resolve basic PC, printer, hardware, and software issues using established procedures, tools, and site visits.

5. Intermediate knowledge of how to diagnose and troubleshoot network connectivity on an infrastructure that ranges from ethernet to fiber.

6. Ability to diagnose and resolve basic telephone hardware and software connectivity issues using established procedures, remote tools, and site visits.

7. Strong skills in interpersonal/communication in all work efforts with customers, management, and co-workers.

1. Must be able to lift, pull, and push equipment and boxes.

2. Work requires a varied amount of walking and standing.