IT Technical Support Specialist 2 (OPEN & PROMOTIONAL)

Spokane County · Information Technology · $52,767–$73,496 (stated in the posting)

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Job Description:

The following documents are required to be submitted with your application. Applications that do not include all required documents may not be considered:

• Resume
• Cover Letter

• Aids in design and implementation support to Audio Visual Projects as requested.
• Manages supported devices, which include inventory, billing, properly disposing of old or damaged hardware, and determination of hardware upgrades.
• Provides support for Windows PC and laptops, troubleshooting, repairing and/or replacing devices as needed.
• Provides support for devices, including tablets, laptops and desktop machines, troubleshooting, repairing and/or replacing devices as needed.
• Provides support for mobile devices, including Android and Apple platforms, troubleshooting, repairing and/or replacing devices as needed.
• Sets up and deploy devices, including tablets, laptops and desktop machines, and mobile devices with Android and Apple platforms.
• Sets up workstations with computers and necessary peripheral devices
• Checks computer hardware (HDD, mice, keyboards etc.) to ensure functionality.
• Maintains documentation of current customer contact information, and how to documents for computer builds or software installation.
• Performs Active Directory Maintenance; reviewing and managing all devices; renaming and/or removing invalid devices; and ensuring all are in their correct groups.
• Installs and troubleshoots County and third-party applications
• Provides technical assistance to other technicians or their customers as needed.
• Acts as escalation point for Technical Support Specialist 1 and other IT employees to resolve more complex computer hardware/software issues
• Evaluates new hardware/software and makes recommendations to Information Technology Management.
• Evaluates   existing   hardware   and   makes determinations for replacement and refers recommendations to Information Technology Department Management.
• Develops and maintains procedures for hardware/software/operating system installation and configuration.
• Attends in-person and virtual meetings with users and departments to analyze, troubleshoot and diagnose hardware/software problems
• Refers complex unresolved issues to next level support personnel or determines an appropriate resolution path as needed
• Acts as technical point of contact for special projects and when assisting IT Systems Administrators with escalated hardware/software installation/support/troubleshooting
• Diagnoses complex computer system failures through evaluation, critical thinking, testing and troubleshooting and resolves with software or hardware modifications.
• Performs other related duties as required/assigned.

EDUCATION AND EXPERIENCE REQUIREMENTS

• Associate’s degree from an accredited college or university in computer science, or a related field.
• Two (2) years of relevant work experience in the Information Technology field, including experience with relevant software packages, hardware and network operating systems.
  • An equivalent combination of relevant training, certification and/or experience that would provide the required knowledge, skills and abilities may be considered.
• Must successfully pass a criminal background check and acquire CJIS Level 4 certification.
• Possession of a valid Washington Driver's License at time of hire and for the duration of employment.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of concepts and techniques for operation and administration of Windows based computer hardware/software platforms.
• Knowledge of configuration commands and procedures associated with current County standards for operating systems, network equipment and peripherals.
• Skilled in communicating effectively both orally and in writing, sufficient to exchange or convey information and to give and receive work directions.
• Skilled in establishing and maintaining effective working relationships with customers, managers, coworkers and vendors.
• Skilled in areas of problem solving and debugging.
• Skilled in areas of managing multiple priorities.
• Ability to use system and network troubleshooting utilities and monitoring tools.
• Ability to analyze complex computer systems or networks, identify problems, develop effective solutions and documentation.
• Ability to think clearly, prioritize tasks, and efficiently solve technical problems.
• Ability to exercise good judgment as to when to act independently and when to refer situations to a higher authority.

BEHAVIORAL STANDARDS

All County employees are responsible for contributing to a safe and positive work environment, actively demonstrating the County values in their daily work and interactions:

• Respect: Appreciating and valuing customers, other County employees and County leadership by showing courtesy, friendliness, and fairness. Communicating in a productive and professional manner.
• Accountability: Honoring and delivering on commitments by taking responsibility for personal actions and results; being a responsible steward of public resources and the trust County residents have placed in each of us.
• Integrity: Modelling transparent and ethical behavior and demonstrating it with honest and trustworthy behaviors and actions; leading by example and performing work to the highest standards.
• Innovation: Striving for excellence by actively pursuing opportunities for new and improved methods, procedures, or technologies; fostering an environment of engagement and empowerment and embracing continuous improvement.

WORKING CONDITIONS

• The work environment is primarily inside, where the noise and temperature levels are moderate.
• Work may also be performed outdoors, requiring occasional travel within the County, exposing the employee to weather extremes, various forms of precipitation and the hazards associated with travel on public roads.

Total Compensation:

Total compensation is an estimate based upon base compensation, median retirement fund contributions, and current employer-paid health and related benefit contribution rates (including medical, dental, life insurance, long term disability, and leave). The actual total will vary depending upon each employee's enrollment choices.

Please select the link below to view Spokane County Benefits:

• Benefits | Spokane County, WA

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