Under general supervisor, IT Support Specialist 2 (ITSS2) performs technical work for the Information Services Department. Provides technical support to customers ensuring proper setup and maintenance of the County's Information Technology (IT) resources including hardware, software applications, and data storage. An ITSS2 troubleshoots and provides first-line diagnosis for all IT platforms. From the Service Desk, they resolve the County Staff's technology-related issues over the phone, by remote entry into their computer, or in person as required. ITSS2's perform related work as required. As a regular duty, ITSS2's provides technical services and assistance to information system users. An ITSS2 is distinguished from the Information Technology Support Specialist 1 by experience in providing solutions to a broader range of technically complex problems across the County's systems. Work involves operating the County's computer systems, printing, performing backups, responding to system messages, implementing technology solutions, requesting quotes from vendors, and creating purchase orders. Work also involves assisting users in the operation of personal computers, communications devices, and the County's computer system. An ITSS2 is also responsible for installing computer hardware, applications and related software, peripheral equipment, and computer options, performing minor repairs to printers, and sets up cellular devices. Employee must exercise tact and courtesy in frequent contact with system users, employ initiative, and use judgment in completing tasks. ITSS2's are assigned to the Information Services Operations Division. ITSS2's report to the IT Service Desk Supervisor. This position is essential. Personnel occupying this position may be scheduled to work regardless of weather conditions and/or when general County offices are closed. Applicants must be available to work Sunday through Saturday as needed. Performs problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system. Provides online technical support using a variety of automated tools. Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as appropriate. Provides proactive notifications regarding outages, system changes, and problem recovery. Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, telephone, and technical support software alert features. Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications equipment deployment and maintenance. Understands diagnostic and error messages for common problems. Performs and troubleshoots routine operations on PC, network, and mainframe platforms. Researches symptoms and solutions of IT systems. Documents procedures required to troubleshoot, maintain, repair, and backup IT-related software and equipment. Documents inventory, purchasing, pricing, and disposition of County IT property. Participates in training to update and expand their personal knowledge and skills. Operates the County's computer systems, prints special forms, performs backups, answers system messages, determines the appropriate response to system problems, troubleshoots program error messages, assists users in program error recovery, schedules data processing jobs, develops data processing procedures documentation, researches solutions and resolves computer system error codes. Provides overall personal computer support for County offices. Assists users in determining hardware and software needs. Provides users with general instructions on hardware use. Provides users with guidance and advice to better utilize the computer system. Provides users with PC technical hardware and software support. Determines and resolves hardware and software problems. Provides individual and classroom instructions on the use of personal computers and the County's computer system. Sets up, installs, and performs minor repairs of personal computer hardware, peripheral equipment, computer options, and printers. Installs and configures software programs to allow interface with the County's computer system. Provides computer system support, operational instructions, and information required for optimal utilization of the system. Prepares price quotes for computer equipment to County Staff in accordance with County code. Interfaces with vendors to acquire quotes, order equipment, order maintenance, perform maintenance, track delivery and resolve problems. Resets passwords for users and various applications. Communicates with supervisor, employees, other departments, system users, vendors, service providers, consultants, the public, and other individuals as needed to coordinate work activities, review the status of work, exchange information, or resolve problems. Performs other related duties as required. Associate's Degree in Computer Science, or a related field. The requirement for a degree is waived with equivalent training and experience that demonstrates the required skills, knowledge, and abilities. Three (3) to five (5) years of personal computer and computer systems experience is required. Possession of a valid Commonwealth of Virginia driver's license. Participation as a team member on projects requiring the delivery of services and equipment. Desired Certifications include

A+, ITIL

Foundation, Microsoft Technology Associate, Microsoft Active Directory, Networking Basics, and other certifications as dictated by the individual development plan. Provide mentorship to junior members of the team. Knowledge of the operating characteristics, capabilities, limitations, and service requirements of the electronic computer and all its auxiliary equipment employed in the current operations environment. Knowledge of the various types of input and output media. Knowledge of data processing operations, procedures, and terminology. Knowledge of modern office practices and procedures. Knowledge of the current literature, trends, and developments in the field of electronic data processing. Ability to detect and correct system failures. Ability to revise production and testing schedules for the achievement of maximum computer time utilization. Ability to understand and follow complex oral and written instructions. Ability to prepare clear and concise instructions, and convey them orally and in writing. Ability to establish and maintain effective working relationships as necessitated by work assignments. Ability to compare and/or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things. Ability to speak or signal people to convey or exchange information. Includes receiving instructions, assignments, and directions from supervisors. Ability to read a variety of reports and manuals, correspondence, manuals, codes, and guides. Ability to prepare a variety of forms, correspondence, purchase orders, memos, lists, brochures, manuals, etc., using proper format. Ability to apply principles of rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists; to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form. Ability to record and deliver information, explain procedures, to follow oral and written instructions. Ability to utilize mathematical formulas; add and subtract totals; multiply and divide; and determine percentages and decimals. Ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under varied levels of stress. Ability to communicate professionally and respectfully.

PHYSICAL REQUIREMENTS

Must be physically able to operate a variety of computers and their peripheral equipment, and common office machines such as a calculator, dictaphone, copier, postage machine, burster, decollator, etc. Must be physically able to operate a motor vehicle. Must be able to exert up to 40 pounds of force frequently and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects. Physical requirements are those for Medium Work. Requires the ability to inspect items for proper length, width, and shape. Requires the ability to coordinate hands and eyes rapidly and accurately in using computer equipment. Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye/hand/foot coordination. Requires the ability to differentiate between colors and shades of color. Requires the ability to talk and/or hear: (talking: expressing or exchanging ideas by means of spoken words; hearing - perceiving the nature of sounds by ear).