A Technical Support Engineer or Analyst provides technical support as a part of an organization's information technology department, or assists customers with technical issues related to computer or technology products. Helps to maintain company computer and phone networks and troubleshoot problems Helps clients diagnose and solve computer or technology system problems.
Under close supervision, provides basic technical support functions for Teton County or a major County department; provides technical support and maintenance duties for Information Technology (IT) system operations; troubleshoots and resolves basic problems, and maintains standard computer applications.
PRIMARY DUTIES AND RESPONSIBILITIES
Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following: Responds to client inquiries and requests for service; interviews user to collect information about technology problems and technical issues, and leads user through diagnostic procedures to determine source of error; researches and isolates error sources, and implements technical solutions to resolve user problems; duties may vary according to job assignment and work skills. Performs at an advanced level and acts as an escalation point for IT Technicians, refers issues beyond their skill level to higher level technical staff, and tracks problems until resolution. Documents work completed; maintains work log of service requests, equipment malfunctions, errors, and failures. Provides technical support, training, and assistance to employees; explains IT issues, and resolves problems according to County standards, guidelines, and procedures; follows up with users to verify the basic functionality of the users' systems. Performs maintenance and repairs of workstation hardware, peripherals, and appropriate drivers and firmware; provides troubleshooting for County enterprise software applications. Assists with troubleshooting operational issues in the network. Gathers information regarding server access issues for escalation. Provides technical troubleshooting of printer malfunctions. Modifies copier configurations as requested by users. Assists users with Website questions, additions, deletions, and modifications, escalates as appropriate. Implements active directory user access changes, password resets, email configuration changes. Performs new user on-boarding including account creation, group additions, door access and card creation. Performs departing user off-boarding including account deletion, shared mailbox conversion and door access deactivation. Supports the relationship between the Teton County staff and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and County staff; maintains confidentiality of work-related issues and County information; performs other duties as required or assigned.
MINIMUM QUALIFICATIONS
Education and Experience:
High School Diploma or GED required 1-3 years' experience
Required Licenses and Certifications:
Must possess a valid Wyoming/Idaho Driver's License and maintain an acceptable driving record. Acquire and maintain CompTIA A+ and CompTIA Security+ or CompTIA Network+ or CompTIA Server+ certifications.
Required Knowledge of:
County policies and procedures. Advanced principles of IT operating systems and technical support. Safety rules and regulations, occupational hazards, and safety precautions in IT work sites.
Required Skills in:
Operating computer systems, related software applications, and peripheral devices. Effectively communicating job related technical terminology, both verbally and in writing. Learning to perform basic initial computer troubleshooting by analyzing descriptions from customers. Using basic tools, equipment, and procedures for installing, repairing, and maintaining computer software, hardware, and peripherals. Providing technical support and training to County departments and personnel. Establishing and maintaining effective working relationships with other staff. Communicating effectively verbally and in writing.
Physical Demands/Work Environment:
Work is performed in a standard office and around County facilities; full manual dexterity and visual acuity are required to work in confined spaces and use precision tools and equipment; requires vision capacity to perform fine calibrations and differentiate between colored wires.
