Technology Support Specialist

GENERAL DEFINITION OF WORK: 

Performs difficult technical work in maintaining operations of the information system, installations configurations and maintenance of organization’s network, server and workstation support. Work is performed under the general supervision of the Assistant County Manager.

ESSENTIAL FUNCTIONS/TYPICAL TASKS:

Performing tasks to aid in the ongoing support of computer users; providing hardware and software support to users including, but not limited to software training, technical advice on software packages, LAN/hard disk back-ups for disaster recovery, hardware and software installation, disk formatting, and troubleshooting printer malfunctions; developing and enhancing simple applications and websites; generating ad hoc reports; developing user documentation, developing user documentation; evaluating hardware, software and new technology to make purchase recommendations.

(These are intended only as illustrations of the various types of work performed. The omission of specific duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.)

• Installs and tests computer programs; instructs users; troubleshoots problems; maintains records and files.
• Maintains countywide servers, printers, and peripheral equipment in order to keep equipment operational.
• Coordinates multi-departmental needs for computers, network, and mainframe.
• Assists with coordination of software/hardware needs of system users.
• Adds/removes users to computer system.
• Performs software tests to ensure departmental needs are met.
• Visits county facilities to support, assist, evaluate, or diagnose computer needs.
• Instructs and teaches employees in learning new software, equipment, and programs.
• Installs new computer hardware/software.
• Rebuilds computer operating systems when users experience problems.
• Installs and set-up networking hardware and software.
• Troubleshoots networking hardware problems.
• Responds to help desk inquiries/questions in a professional manner.
• Keeps informed on technological updates and/or improvements.
• Responds to requests for technical assistance in person, via telephone, or remote support.
• Diagnoses and resolves technical hardware and software issues.
• Identifies and escalates situations requiring urgent attention.
• Tracks and routes problems and requests; documents resolutions.
• Stays current with system information, changes, and updates.
• Accesses and installs appropriate upgrades, patches, drives, etc.
• Diagnoses and resolves problems with telecommunications systems.
• Performs related tasks as required.

KNOWLEDGE, SKILLS, AND ABILITIES:

Thorough knowledge of the operation, uses and capabilities of computers, servers, network, and peripheral equipment; working knowledge of programming techniques, language(s), operating systems, and computer equipment capabilities and limitations; thorough knowledge of general office practices and equipment; general knowledge of computer functions and networking capabilities; ability to understand and carry out complex written and oral instructions; ability to install and maintain networking hardware and software; ability to establish effective working relationships with department computer users and associates; ability to communicate with employees in order to understand and respond to requests; ability to install and maintain hardware and software programs; ability to communicate effectively in oral and written form; considerable knowledge of current network technology in hardware, software, and security of various applications; considerable knowledge of how technology can be integrated into the public sector environment for a variety of applications and purposes; working knowledge of a variety of operating systems including servers and workstations; ability to plan and coordinate daily system checks; ability to analyze, diagnose, and solve workstation hardware and software problems; ability to install and maintain hardware and software programs; ability to input data into the system at the required speed and accuracy level of the work assigned; ability to develop and maintain effective working relationships with users; willingness to keep current and actively seek new information and technology in the operations and processing work.

EDUCATION AND EXPERIENCE:

Graduation from a two year associate or technical degree program in computer technology and two years’ experience in the administration of a computer system similar to the one supported; or high school graduation and three years of the above mentioned work experience; or an equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:

This is light work requiring the exertion of up to 30 pounds of force occasionally, and up to 10 pounds of force frequently or constantly to move objects; work requires walking, pushing, pulling, grasping, kneeling, lifting, fingering, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; visual acuity is required for color perception, preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, and assembly or fabrication of parts at or within arm's length; the worker is not subject to adverse environmental conditions.

SPECIAL REQUIREMENTS:

Possession of an appropriate driver’s license valid in the State of North Carolina.