Associate Customer Support Specialist

This position provides technical support and training for a variety of networked computing systems, audio/visual equipment, and broadcasting equipment. Duties include installation, configuration, maintenance, upgrades, and troubleshooting of a wide variety of desktop operation systems, software packages, hardware, peripherals, and audio/visual equipment. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

• Responds to customer support requests; provides general IT support. Provides excellent customer service in a timely manner. 
• Reviews and resolves services desk tickets/issues; assists with gathering customer support information for internal databases.
• Performs incident management, including installing, configuring, maintaining, troubleshooting, and repairing desktop operating system software, hardware, audio/visual, and peripherals. 
• Provides technical support for audio/visual or broadcasting equipment.
• Performs various IT service desk tasks, such as phone setups, name changes, setup of Audio/Visual equipment, shared drive access, printer access, distribution lists, and more requests from general to technical. 
• Uses remote system management tools to gather hardware and software inventories, install new or updated software and to provide remote management of desktop systems for troubleshooting purposes, upgrades, and configuration changes.
• Provides basic network support for desktop systems to include network connectivity, configuration, and virtual private networking.
• Performs and oversees account management of employees and third-party vendors/contractors.  
• Assists with technology-related employee onboarding and offboarding tasks, such as setup of computers, monitors, docking stations. Provides, verifies, and removes account permissions, software, hardware, and peripherals, ensuring account accuracy as assigned.  
• Assists with the initial account access process and enrolling users into Multifactorial Authentication (MFA). 
• Uses disk-imaging software to build new desktop systems and to maintain an image library for efficient tracking and use of products.
• Performs other duties as required.  

Supervision Exercised: This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.
Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.Knowledge, Skills & Abilities

• Knowledge of service desk software and personal computer support processes, tactics, and techniques.
• Must possess strong analytical and troubleshooting skills. 
• Ability to provide excellent customer service. 
• Ability to communicate effectively both verbally and in writing. 
• Ability to establish and maintain working relationships with co-workers and County staff.
• Maintain regular and punctual attendance.

Required Education & Experience

• High school diploma or equivalent education.
• Two years of IT customer support or help/service desk experience, including installing, supporting, troubleshooting and maintaining desktop systems in a large, multi-user, multi-application environment.
  • Associate’s degree in a related field may substitute for one year of the required experience. 
  • Bachelor’s degree in a related field may substitute for two years of the required experience.
  • Education substitutions are not cumulative; only the highest qualifying degree will be considered.

Licenses/Certificates

• Must possess and maintain a valid driver's license.
• Must obtain and maintain necessary certifications/licenses as applicable to position.
• A Certification preferred.

Pre-Employment Requirements

• Must pass conditional post offer background investigation, motor vehicle record check, drug screen, and physical examination.

Duties are primarily performed in an office environment; some travel is required. Requires the ability to safely lift and move up to 60 pounds.  May be required to be on-call as needed. May be required to work weekend, evening, and/or on-call hours.

The classification specification above is intended to describe the general nature of work, key responsibilities, and minimum qualifications. Minimum qualifications reflect the baseline experience required for the classification. Departments may establish additional or preferred qualifications to address operational needs, assignment complexity, and specialized functions, provided such qualifications are job-related, consistent with the intent of the classification, and as approved by the Human Resources department. Specific job assignments, duties, education, experience, licenses/certifications, and working conditions may vary based on the department or office's needs and the requirements of the assigned position. Changes to this classification specification may only be made by the Human Resources Department.

Salary : $55,820 - $80,910