Major Functions

Illustrative Duties

• Serves as a liaison to user agencies as analyst and advisor for current and future end-user computing needs. Reviews and evaluates departmental systems. Analyzes business processes and performs needs analysis.
• Provides help desk support by troubleshooting and resolving problems or questions regarding end-user computer systems, applications and network connections.
• Provides high level technical research for end-user hardware and software, network connectivity, and applications.
• Designs end-user hardware and software systems to meet specific user needs.
• Assists with research, evaluation and recommendation of specialized third-party application solutions for users.
• Coordinates implementation of new end-user hardware and software systems. Monitors, maintains, and updates existing systems. Reviews and upgrades systems, determining capacity needs and growth requirements.
• Tests all implementations, updates, and upgrades of end-user hardware and software systems to ensure all functionality meets design requirements.
• Develops user documentation and provides ongoing operational support to end-user computer systems.
• Designs, installs, tests and maintains interfaces between different computer platforms.
• Troubleshoots hardware and software connectivity and communication problems.
• Analyzes recurring desktop hardware and software user calls. Develops solutions to reduce or eliminate problems or questions.
• Mentors and assists Support Desk Technicians.
• Automates frequently-performed tasks where possible.
• Contacts vendors to report and resolve issues.
• Develops and documents production and standard operating procedures.
• Develops and implements training procedures and documentation.
• Develops computer presentations and presents them to management and end-users.
• May be required to participate in the on-call rotation to resolve technical difficulties on a 24/7 basis.
• Attends work on a continuous and regular basis.
• Responds to emergency situations.
• Must adhere to Federal, State, County and Local ordinances.
• Performs other duties as assigned.

Minimum Requirements

Knowledge, Skills & Abilities

• Knowledge of computer technology, including end-user hardware and software, as well as local and wide area (LAN/WAN) computer networks.
• Skilled in communicating effectively, clearly and concisely, both orally and in writing, with diverse individuals and groups.
• Skilled in planning, coordinating and scheduling projects.
• Skilled in performing system analysis and troubleshooting problems; including diagnosing whether they are hardware, software or user related.
• Skilled in designing and writing system specifications.
• Able to establish effective working relationships with colleagues, end-users, outside agencies and vendors to accomplish project objectives.
• Able to learn new end-user computer technologies.
• Able to think logically and show attention and detail.
• Able to accomplish multiple tasks within schedules.
• Able to research, evaluate and recommend hardware and software solutions.
• Must be able to relocate to other county locations based upon operational needs.