SR CUSTOMER SUPPORT TECHNICIAN

The purpose of this job is to perform routine work for the operation and support of computer hardware, mobile devices, peripherals, and software applications and provide customer service, technical advice, and assistance to County employees.

This class works under close to general supervision according to set procedures but determines how or when to complete tasks.

Duties and Responsibilities:

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

• Coordinates the County's local and wide area computer network, and system activities, to ensure high reliability and availability of the network, as well as hardware/software compatibility.
• Evaluates, assists with network cabling, troubleshoots, diagnoses, and resolves computer hardware, software, network, related equipment, and communication connectivity problems.
• Administers and coordinates user access and control; assigns user rights with appropriate security levels; performs and monitors system backups; manages and creates employee network, email and VPN accounts.
• Responds to telephone calls, email, and personnel requests for technical support; documents, tracks, and monitors the problem to ensure a timely resolution.
• Assists with implementing new software, including testing, software installation, and deployment planning.
• Establishes positive working relationships with County management, staff and external vendors.
• Lead support on CAD/JLAN hardware issues for EOC, Sheriff Office, EMS, Detention Center and 911 Dispatch; assist on new user account setup for CAD/JLAN users.
• Assists with camera footage for video download of incidents as requested by supervisor.
• Lead support to troubleshooting and evaluate all cameras and door access hardware issues as assigned and report to I-Point. Recommend and repair if possible. Site visits may be required.
• Download and install special apps for county equipment; coordinate tax data for damage assessment software as needed for EOC.
• Liaison for maintenance contract scheduling.
• Coordinate and assist with GIS upgrades for Viper Phone System.
• Lead support to troubleshoot hardware and software issues with security system and recorder system.
• EOC activation support.
• Create and maintain infrastructure documentation pertaining to EOC.
• Implement and manage routine server backups for EOC servers.
• Assist on troubleshooting issues with the radio tower equipment as assigned by supervisor.
• Works nightly on-call and daily backup rotation once every 8 to 10 weeks as assigned.
• Performs other duties and related work as instructed and assigned.

Minimum Education and Experience Requirements:

Requires an Associate’s degree or specialized courses/training equivalent to satisfactory completion of two years of college in information technology, computer sciences, or related field of study.

Requires one (1) year of experience in computer hardware, software support, network resource administration, or an equivalent combination of education and experience that provides the required knowledge, skills and abilities.

Physical Demands:

Performs light to medium work that involves walking or standing virtually all the time and involves exerting between 20 and 50 pounds of force on a regular and recurring basis or considerable skill, adeptness and speed in the use of the fingers, hands or limbs in tasks involving close tolerances or limits of accuracy.

Unavoidable Hazards (Work Environment):

• Involves routine and frequent exposure to:
• Bright/dim light; Dusts and pollen.
• Extreme heat and/or cold; Wet or humid conditions.
• Extreme noise levels, Animals/wildlife.
• Vibration; Fumes and/or noxious odors.
• Traffic; Moving machinery.
• Electrical shock; Heights.

Special Certifications and Licenses:

• CompTIA A
• Valid driver’s license

Americans with Disabilities Act Compliance:

Orangeburg County is an Equal Opportunity Employer. ADA requires Orangeburg County to provide reasonable accommodation to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.