Technical Support Specialist I-III

Notice of Job Opening

Date: December 4, 2018

Department: Information Technology

Exp. Date: Until Filled

Position Summary

Under general supervision of the Help Desk Supervisor, provides technical support to users by installing, upgrading, troubleshooting, and maintaining end user desktop hardware and software. Sets up user profiles and provides basic training to new users. Creates and maintains technical documentation related to end user hardware and software. Maintains confidentiality of all privileged information.

The general level and nature of this position are described in the heading below. This is not an all-inclusive list of all responsibilities, duties, and skills required of personnel in this classification.

Essential Duties & Responsibilities

  • Analyzes and solves problems on computer applications and desktop systems for end users; provides a wide range of in-depth technical assistance to end users.
  • Participates in emergency call out rotation.
  • Ensures support is provided to customers in a professional, courteous, and timely manner. Tests, rebuilds and upgrades computer hardware.
  • Prepares and tests new computers. Installs software.
  • Prepares computers for secure disposal.
  • Installs, troubleshoots and maintains IP based telephones.
  • Analyzes current and proposed end user desktop hardware and software systems; maintains desktop systems.
  • Provides individual and/or group new user set up and basic training on county desktop technologies.
  • May serve as project team member for technology projects.
  • Analyzes current and proposed end user hardware and desktop software systems; develops and maintains desktop systems.
  • Assists with technical support for research and development initiatives for the implementation of new technologies.
  • Reviews, evaluates, and recommends solutions for desktop hardware and software acquisitions.
  • Provides desktop administration for user security and profile setup.
  • Maintains a broad knowledge of state-of-the-art technology, equipment, and/or systems; participates in professional development activities.
  • Ensures strict confidentiality of all information and records.
  • Contributes to a team effort and accomplishes related results as required.
  • Installs network cable (Fiber, Cat5e, Cat6, etc).
  • Performs other duties as required.

Additional Essential Duties & Responsibilities for Technical Support Specialist

  • Reviews, evaluates, and recommends solutions for hardware and software acquisitions as requested.
  • Reviews, recommends and implements in-house desktop policies and procedures.
  • Develops and implements various training and instruction programs for users on the use of basic supported network, phone, and desktop application usage.

Minimum Qualifications

  • Associates Degree in Computer Science, Information Technology, Management Information Systems, Library Information Systems or related field, or equivalent combination of education and related work experience.
  • Two years of experience in desktop hardware and software support, which includes support of remote locations.
  • Must possess a driver's license.
  • Successful completion of thorough background investigation, including FBI fingerprint check. Must not have been convicted of a felony.
  • Successful completion of the pre-employment physical exam prior to commencing work.

Preferred Qualifications for Technical Support Specialist

  • Additional four years' experience in desktop hardware and software support which includes support of remote locations. Bachelor's Degree in a related field may be substituted for two years experience.
  • Possess and maintain A+ and Net+ Certification.
  • ITIL Foundation certification.
  • Documented course completion in current MS desktop operating system and MCP in current desktop operating system.
  • Two years' experience with current version of MS Office Suite.

Necessary Special Requirements

  • High school diploma or its GED equivalent supplemented by considerable coursework in the clerical/secretarial field
  • A minimum of three years of experience in a clerical/secretarial position
  • Live within one hour of LaGrange
  • Advanced computer operation skills
  • Typing speed of 60 wpm
  • Possess a valid State of Georgia driver’s license
  • Possess positive attitude
  • Excellent written and oral communication skill

Knowledge, Skills, and Abilities

  • Knowledge of current technological developments/trends in area of expertise.
  • Knowledge of desktop systems analysis.
  • Knowledge of desktop computer hardware and software, including standard desktop applications.
  • Knowledge of multi-profile network attached computer systems.
  • Knowledge of federal copyright laws as they pertain to the use of computer software.
  • Knowledge of computer security procedures and protocol.
  • Skill in planning, organizing, and adapting within a multi-tasking environment.
  • Skill in systematic trouble shooting and diagnosis of desktop computer problems on multiple hardware and software systems.
  • Skill in effective customer support.
  • Skill in communicating effectively, both orally and in writing on technical subjects.
  • Ability to communicate effectively, both orally and in writing.
  • Ability to analyze complex computer problems and provide solutions.
  • Ability to establish and maintain professional relationships with individuals of varying social and cultural backgrounds and with co-workers at all levels.
  • Ability to provide technical guidance and instruction on the use of computer technologies to end users.
  • Ability to communicate technical information to non-technical personnel.
  • Additional Knowledge Skills and Abilities for Senior Technical Support Specialist

  • Knowledge of network and telecommunication components.
  • Knowledge of current Microsoft OS desktop system setup.
  • Knowledge of the theory, design, and implementation of computer systems, networks, communications links, and operating systems.
  • Knowledge of SQL programming.
  • Ability to make sound technical decisions.
  • Ability to integrate emerging technologies into current environment.
  • Ability to implement computer systems and applications.
  • Ability to make sound business decisions.
  • Ability to analyze technical proposals and to expand upon them or develop alternatives.
  • Ability to provide technical guidance and instruction to other technical positions.
  • Ability to plan, design, and implement computer systems and applications.
  • Ability to develop and deliver presentations.
  • Ability to support and maintain non-desktop county applications.
  • Review technical support queue and ensure response as appropriate.

General Online Application

If you have any additional questions please email or call Human Resources: +1 706 883 2037,