Customer Support Technician II (Sheriff)

Position Summary

Works under general supervision to provide excellent technical assistance and customer service to end-users by using research and industry best practices to ensure maximum uptime and efficiency of all enterprise equipment within Shelby County.

Pay Grade: 51

Salary Commensurate with Experience and Education

Minimum Qualifications

• Five (5) years field experience as a network/field technician in network installation, desktop configuration, troubleshooting, and network-problem analysis; AND
• Associate’s degree from an accredited college or university in computer science or related field with coursework to include work on personal computers; OR
• An equivalent combination of related education and/or experience.
• Help Desk Institute (HDI) and/or ITIL Foundation certification is preferred.
PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.

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Duties and Responsibilities

• Diagnoses, triages and escalates reported issues submitted via telephone, email, and in person.
• Travels to various customer locations throughout Shelby County to complete on-site/field assignments.
• Provides alternative solutions where appropriate, to maintain user satisfaction.
• Participates in reviewing established procedures for accuracy in the following areas: projects, network hardware and software, telephone hardware and software, etc.
• Locates and resolves complex LAN, hardware, and software issues using available tools.
• Installs, configures and troubleshoots all versions of Microsoft Windows PCS and LAN connectivity in an enterprise networked environment.
• Installs, configures and troubleshoots connectivity between PCs, telephones, and networked devices.
• Tracks computer and telephone equipment using established tools and procedures.
• Coordinates activities with outside vendors, maintenance contacts, etc.
• Accurately documents submitted incidents using an enterprise Service Desk Plus system.
• Creates and submits documentation at regular intervals for known solutions.
• Contributes to group discussions, reviews publications, and other relevant sources to improve the personal knowledge base and skill set.
• Participates in mandatory after-hours on-call support rotation (this includes completing diagnoses, triages, and escalations by both remote access and by traveling to Sheriff’s Office facilities in the evenings and on weekends.)
Performs other related duties as required or directed.

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KSAs

• Intermediate Knowledge of PC architecture, peripheral products, tools, and repair technology.
• Thorough knowledge of Microsoft operation systems, with the ability to install and maintain desktop operations systems and productivity tools in a primarily Microsoft Windows 7 and 10, Microsoft 2016 and 2019 environment.
• Proficient knowledge of Microsoft network architecture, including Microsoft domains and Active Directory.
• Ability to diagnose and resolve basic PC, printer, hardware and software issues using established procedures, tools and site visits.
• Intermediate knowledge of how to diagnose and troubleshoot network connectivity on an infrastructure that ranges from ethernet to fiber.
• Ability to diagnose and resolve basic telephone hardware and software connectivity issues using established procedures, remote tools and site visits.
• Strong skills in interpersonal/communication in all work efforts with customers, management, and co-workers.

Special Requirements

• Must be able to work after hours (weekends and evenings) as needed.
• Must be able to work in a jail environment.
• Must possess a valid Tennessee Driver’s License or secure one by date of employment
• Must have access to an operable automobile and meet County requirement or automobile insurance upon date of employment to support on-call responsibilities.

Physical Requirements

• Must be able to lift, pull and push fifty (50) pound boxes and equipment at least thirty (30) feet.

Disclaimer

This position is subject to a background check for any convictions that have a substantial relationship to potential job duties. Only convictions that are substantially related to potential job duties will be considered and will not automatically disqualify the candidate.

All employees hired after September 1, 1986, must be residents of Shelby County and shall continue to reside in the County as a condition of their employment. The residency requirement shall not apply to certain public safety/civil service employees. This means exemption from this policy is in effect for the following departments and positions: (1) Sheriff Deputy Patrol Officers, Deputy Jailers and Dispatchers, employed by the Sheriff Department, (2) Correction Officers employed by the Division of Corrections, (3) Firefighters, Paramedics and Dispatchers employed by the Shelby County Fire Department. The residency exemption for public safety/civil service employees does not include Appointed positions with Sheriff’s Office, Division of Corrections or the Fire Department.