Tech Support Specialist 1

DEPARTMENT: Information Technology

SALARY: $52,236 - $70,084 (W12)

LOCATION: Trenton, NJ

SCHEDULE: M-F 8:30AM – 4:30 PM. This position may require occasional work outside of normal business hours, including evenings or weekends, to meet operational needs.

JOB SPECIFICATION: https://info.csc.nj.gov/jobspec/53061.htm

REPORTS TO: Tech Support Specialist 2

POSITION(S) AVAILABLE: 4

POSITION OVERVIEW:

Mercer County Information Technology is expanding its Service Desk to support a growing and modernized technology environment. We are seeking Tech Support Specialists (4 openings) to provide first-line technical support to County departments. This role serves as the initial point of contact for IT assistance and provides support for desktops, printers, and basic applications, with training and exposure to higher-level technical and escalation tasks.

RESPONSIBILITIES :

• Provide first-line technical support to end users in a client/server environment, responding to calls, emails, and tickets submitted to the Service Desk.
• Diagnose and resolve moderately complex hardware, software, printer, and application issues in a timely and customer-focused manner.
• Install, configure, and support desktops, laptops, printers, peripherals, and standard software applications.
• Accurately document incidents, requests, troubleshooting steps, and resolutions in the ticketing system.
• Escalate complex or unresolved issues to higher-level IT staff in accordance with established procedures.
• Assist users with system functionality, basic troubleshooting, and application use.
• Support inventory tracking and asset management for IT equipment.
• Collaborate with other IT team members to support coordinated issue resolution and service delivery.
• Participate in system maintenance, upgrades, testing, and change activities as assigned.
• Maintain awareness of standard IT policies, procedures, and security practices.
• Perform other related duties as assigned.

REQUIREMENTS:

• Graduation from an accredited college or university with an associate's degree in computer science, information technology, or a closely related field, and two (2) years of experience in information technology systems, client/server environments, or help desk operations, one (1) year of which must have involved resolving user issues in a technical support or help desk environment.

NOTE: A bachelor's degree in any field may be substituted for the associate's degree. A bachelor's or master's degree in computer science, information technology, or a closely related field may be substituted for one (1) year of experience. Relevant experience or approved training may be substituted for education on a year-for-year basis in accordance with Civil Service guidelines.

KNOWLEDGE, SKILLS, & ABILITIES:

• Knowledge of basic computer hardware, operating systems, and standard desktop applications.
• Ability to troubleshoot and resolve common technical issues involving desktops, printers, and applications.
• Strong customer service and communication skills when assisting end users.
• Ability to accurately document work and follow established procedures.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.
• Willingness and ability to learn new systems, tools, and technologies.
• Ability to work collaboratively as part of a technical support team.

BENEFITS OF WORKING WITH MERCER COUNTY:

Mercer County is proud to offer a comprehensive benefits package that supports the health, financial security, and professional development of our employees. Benefits include:

• Access to health and wellness coverage
• Retirement and deferred compensation plans
• Generous paid time off and leave programs
Ongoing training and tuition assistance

Mercer County EEO/ Civil Service Statement & Residency Requirements :

Mercer County is an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and accessible workplace. We provide equal employment opportunities to all individuals regardless of race, creed, color, national origin, nationality, ancestry, age, sex, gender, pregnancy, marital status, civil union status, domestic partnership status, familial status, religion, affectional or sexual orientation, gender identity or expression, atypical hereditary cellular or blood trait, genetic information, liability for service in the Armed Forces of the United States, disability, or any other protected characteristic under federal, state, or local law.

As a Civil Service employer under the State of New Jersey, all candidates must comply with New Jersey Civil Service Commission regulations and guidelines. Mercer County residency is required. Non-residents must establish residency within one (1) year of employment.

Mercer County is also committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state laws, specifically in accordance with the New Jersey State Policy Prohibiting Discrimination in the Workplace .