Top Skills Required:

• Customer Service
• Experience supporting and troubleshooting both hardware and software including peripherals.
• Laptops and PCs are DELL, primarily Microsoft shop - O365 Products such as Teams, Outlook, OneDrive. ServiceNow is their ticketing system. Bomgar for remote support, Microsoft Azure, Active Directory, Microsoft End Point Configuration Manager, Intune for MDM, and Virtual Machines (VMware).
• Experience creating ticket and ensuring proper documentation as well as ability to triage.

Nice to haves: ITIL and/or A+ Certifications.

DEFINITION OF WORK:

The Support Specialist II is responsible for a variety of support efforts related to desktop hardware, operating systems, and applications. This is a go-to position for assisting users in efficient use of County provided hardware and software, resolving any technical issues, document workflow improvement suggestions, and convey feedback to other teams to test and further advance the products.

ESSENTIAL DUTIES AND RESPONSIBILITIES: (The following examples are illustrative only and are not intended to be all inclusive.)

Provide primary computer, peripheral, process, and application support to customers by phone and in person. Diagnose and resolve technical hardware and software problems using multiple troubleshooting techniques and all available resources. Determine the extent of customer reported issues.

• Take ownership of reported incidents and problems, maintaining consistent communications and ensuring resolution.
• Perform initial assessment and prioritization of reported issues.
• Work with other IT personnel to investigate and resolve performance problems with applications and/or systems.
• Perform remote and in person support of PC’s and other devices.
• Provide lifecycle management of the county desktop computing environment. This includes security updates, virus scan reviews, and hardware maintenance as needed.
• Conduct formal and informal training sessions for PC applications.
• Respond to a wide range of procedural questions from the user community.
• Support County users of critical, non-standard systems.
• Create, develop, and maintain functional documentation for applications, hardware, and processes.
• Performs other duties as assigned.

SUPERVISION RECEIVED: Work is often performed mostly independently with review of work.

SUPERVISORY RESPONSIBILITIES: This position does not directly supervise other employees.

INDEPENDENT JUDGMENT: Incumbent must be able to use good judgment and problem-solving skill to accomplish goals, meet deadlines, and achieve desired results.

MINIMUM QUALIFICATION REQUIREMENTS:

EDUCATION and/or EXPERIENCE: A high school diploma or GED supplemented by two years of computer related education. Minimum of 3 years of work experience including 1+ years of Helpdesk experience.

KNOWLEDGE, SKILLS AND ABILITIES:

Professional experience in support of a Windows Enterprise environment. This experience should include basic support of email and Office Suite of applications within Office 365, support for Windows 10 in an enterprise environment, hardware break/fix and working knowledge of Apple Mobile devices (iPhone and iPad) preferred. Strong experience in customer support is crucial to the success of any candidate in this role. Knowledge of the following required: IT Service Desk operations, Microsoft Operating Systems, basic TCP/IP networking skills, and Office 365. Knowledge of the following desired: SCCM, Symantec Enterprise Protection antivirus client. Some knowledge of training practices and principles.

SKILLS: Ability to establish and maintain effective working relationships. Possess the ability to communicate in both oral and written form, in both technical and nontechnical levels. Must have strong troubleshooting skills.

ABILITIES: Ability to meet deadlines and work efficiently in a fast paced, fluid environment. Strong time management, prioritization, and organization skills. Excellent interpersonal and communication skills. Excellent problem-solving and customer service skills. Willingness to quickly learn and follow complex procedures. Demonstrated ability to work both independently and as part of a team. Adaptable to change in processes, procedures, and responsibilities. A positive, self-starter attitude with a desire to meet and exceed expectation. Ability to provide exceptional levels of customer service.

CERTIFICATIONS, LICENSES, & REGISTRATIONS:

Must possess a valid Colorado Driver’s License upon hire, with complying insurance. Review of motor vehicle record is required at time of hire and periodically throughout employment.

ITIL Certification or equivalent preferred. This position requires successful completion of a criminal background check including fingerprinting through a national database.