What are the responsibilities and job description for the Technical Support Professional II position at Collier County?
• Performs PLC upgrades in the field including creating a bill of materials, procuring and installing equipment and programming the PLC for start-up.
• Provides assistance and technical support to SCADA system users.
• Programming on Allen Bradley PLCs using RSLogix5000 software.
• Programming on iFix HMI SCADA software.
• Receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem's resolution; and explains system procedures, limitations and/or sequences.
• Provides users with information regarding changes in software applications and system procedures.
• Delivers, installs, sets up, configures and maintains SCADA computers, networks, and other hardware.
• Provides assistance and technical support to information system users.
• Receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem’s resolution; and explains system procedures, limitations and/or sequences.
• Provides assistance and technical support to information system users. Receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem’s resolution; and explains system procedures, limitations and/or sequences. Responds to and resolves work orders placed by County employees.
• Develops and provides training to system users. Develops procedural manuals, system documentation, and application “quick tips” to be used as references by system users. Provides users with information regarding changes in software applications and system procedures.
• Delivers, installs, sets up, configures and maintains personal computers, networks, printers, and other hardware. Diagnoses, troubleshoots and repairs problems. Installs and configures upgrades. Handles requests for loaner laptops and desktop systems; configures equipment, prepares paperwork documenting equipment loan and return. Programs and maintains divisional cellular phones.
• Assists manager with administrative duties as assigned; provides guidance and assistance to less experienced technical support staff as needed; serves as intermediary between manager and contractual help; works on special projects as assigned.
• Maintains accurate records on Help-line calls, site visits, and requests for technical support; prioritizes and schedules work; updates status to reflect problem resolution/completion; and maintains records of the frequency, types, and resolutions of problems for future reference.
• Assists with the development and maintenance of Web Pages. Makes changes to user accounts in networking and e-mail systems as assigned.
• Supports assigned software and network applications such as PC based applications or Division-specific programs (i.e. Library, Human Resources); assists users, maintains database and security; researches, syntheses and generates reports information from databases.
• Researches, tests and recommends new equipment and/or upgrades. Maintains records for information systems inventory; identifies the type and quantity of all computer hardware and related peripheral equipment, assignment/location, identification numbers, software applications, etc. for system inventory management and software license compliance.
• Serves on committees and task forces as assigned and provides technical information systems input, recommendations and feedback.
• May be assigned to a specific division and provide technical support to division operational programs and services. (I.e. Planning division position prepares, assembles, and coordinates the review of Land Development Code amendment requests, and develops graphics and presentations for division staff as assigned).
• Operates a personal computer, telephones, copiers and other general office equipment as necessary to complete essential functions, to include the use of word processing, spreadsheet, database, or other system software. Utilizes hand tools in the installation, maintenance and repair of systems equipment.
• Three (3) years of related experience.
• Fingerprinting required.
LICENSES/CERTIFICATES
• Employees in this classification in the Information Technology (IT) department must possess the foundation
certification in the current version of IT Infrastructure Library (ITIL) or obtain such certification within two
(2) years of entry into this classification. Incumbents in the IT department will be required to re-certify in
new versions of ITIL within two (2) years of the date of acceptance of that version by the Division Director Information
Technology.
Essential Employees may be required to work during an undeclared or declared emergency. The County’s Administrative Office will determine who will be required to work on an incident-by-incident basis.
This job posting is not intended to be an all-inclusive list of responsibilities, skills, or working conditions associated with the position.
Salary : $31 - $50