Support Specialist

Hendricks County Job Description

Title:   Computer Center Support Specialist                       

FLSA Status: Non-exempt

Department: Computer Center                                           

Supervisor:    Information Technology Director                   

Purpose of Position:

The Computer Center Support Specialist provides technical assistance and support to County personnel across the County network. The incumbent is responsible for maintaining County computer systems, managing user accounts and devices through Microsoft Active Directory and cloud-based identity services, supporting software and facility-specific systems, and providing help desk support. Work is primarily based at the Hendricks County Government Center with travel to other County facilities as needed.

Essential Functions:
User Support & Help Desk:

• Provide help desk support to end users including Department Heads and Elected Officials
• Communicate with Computer Center staff regarding all County Network/Domain access issues (i.e. password / identity issues, computers not joining to network, etc.)
• Troubleshoot and provide technical support for hardware, software, and systems under the direction of the Computer Center supervisory staff
• Support location specific hardware and software issues
  
  

Identity & Access Management:

• Manage user accounts, devices, and security policies using Microsoft Active Directory, Microsoft Entra ID (Azure AD) and Microsoft Intune
• Maintain administrative directories and files under the direction of the Computer Center supervisory staff
  
  

Workstation Management:

• Build-out new County workstations to replace aging systems
• Assist with workstation maintenance and software upgrades under the direction of the Computer Center supervisory staff (i.e. proactive updating and patching)
• Reload workstations that cannot be repaired
• Monitor the proper physical upkeep of all equipment
• Contact Computer Manufacturer(s) for any hardware issues under warranty
  
  

System Recovery & Data Protection:

• Assist in recovering from system failures or related outages including corrupted files
• Preserve and protect vital County computerized data under direction of Computer Center supervisory staff

Documentation & Training:

• Ensure proper and adequate record keeping by using a ticketing system and knowledge bases
• Assist end users with training on the computer hardware and software
• Generate reports as needed
  
  

General Responsibilities:

• Maintain a high level of confidentiality
• Implement new procedures as required
• Other duties as assigned

Education:

• CompTIA A certified or equivalent associate degree
• Experience with Microsoft Active Directory, Microsoft Entra ID (Azure AD) and Microsoft Intune for identity and device management
• Strong problem-solving, analytical, verbal, and written communication skills
• Leadership skills as utilized in training and support sessions
  
  

Responsibility:

Incumbent is responsible for making daily maintenance and troubleshooting decisions and providing solutions to problems that arise. Responsibilities are broad in scope and complex and are not repetitious in nature. Incumbent will work independently, and judgments are made at their discretion, but major decisions will be referred to the Assistant IT Director. Work is reviewed periodically by the supervisor. Numerous safeguards and safety procedures exist to help maintain control of sensitive information.

Working Relationships:

Contact is with all County personnel, including Court Officials, Deputies, Medical personnel, jail inmates in the Sheriff's Department, and the general public. The purpose of this contact is to provide technical support, receive and supply information, and explain relevant procedures and policies.

Working Conditions and Physical Demands:

Incumbent has exposure to electronic equipment with associated hazards. Work is primarily performed indoors in an administrative office environment with proximity to computer operations. May require occasional travel to various County facilities to provide on-site support.

I have read and understand this job description and its relationship to the position I occupy.

___________________________________                          ________________________

Signature                                                                                 Date