IT Support Technician

Job Summary
Under the direction of the IT Support Supervisor, the IT Support Technician will provide technical and analytical support for all county employees in their use of any supported information technology to complete their assigned projects and/or duties.

Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

The usual hiring range for this position is $29.37 - $37.03 per hour


Essential Duties and Responsibilities
The following duties are normal for this position.  These duties are not to be construed as exclusive or all-inclusive.   Other duties may be required and assigned.
 
Typical duties include but are not limited to the following.  Regular attendance according to the approved work schedule is required.
 
1. IT technical support for 500+ end users
 a.      Provide users with high level technical support in issue resolution
 b.      Assist users, troubleshoot problems, and recommend solutions
 c.      Coordinate with other technical experts as needed to develop solutions
 d.      Communicate problem analysis to designated technical staff and supervisor
 e.      Implement the recommended solution – walk users through the solution step-by-step, ascertain that the problem has been resolved, and provide information to help users in researching and resolving their problems in the future
 f.        Setup new county staff on the network and desktop or laptop

2. Assist in the installation and maintenance of software and hardware
 a.      Attend classes, meetings, vendor seminars and workshops on computer hardware and software applications to maintain a high level of technical knowledge
 b.      Keep current on the standard software and hardware used by the County
 c.      Work with other technical staff to develop and document procedures on installation and maintenance
 d.      Setup, Image, Format, and Install PCs and laptops
 e.      Setup and install monitors, printers, VoIP phones, Smartphones, scanners, faxes, etc.
 f.        Install and document new client software
 
3. Utilize IT ticketing software for tracking and documenting issues
 a.      Clearly and accurately document issues and resolutions
 b.      Help keep accurate records in ticketing software
 
4.    Create and modify technical instructions, procedures, manuals, and documentation in searchable database for issue resolution, and for end users
5.   Perform other duties when assigned or apparent
6.   Comply with Federal, State, and County policies and procedure
Knowledge, Skills and Abilities Required

 

• Ability to listen well, and communicate openly and directly
• Ability to cooperate as a responsible team player
• Ability to Work effectively with all users at various skill levels
• Knowledge of elicit technical information from technical experts
• Knowledge of present complex technical information to non-technical users in a way they can understand and not feel overwhelmed by it
• Ability to write clearly and concisely
• Ability to set priorities and balance user demands
• Ability to embrace change and complexity within the work environment
• Knowledge of standard Microsoft operating systems (Windows 11; Server 2019 /2022)
• Knowledge of software business applications such as Microsoft Office 365, Active Directory /  Azure, Web Browsers, and more
• Ability to troubleshoot computer and other peripheral hardware problems in a local area network environment
• Ability to solve complex problems, including problem definition, information gathering developing hypotheses, and testing solutions
• Must have a strong customer service skills.
• Ability to establish rapport and cultivate quality working relationships with a diversity of people.

Minimum Qualifications
SELECTION CRITERIA TO QUALIFY FOR THIS POSITION:
An individual must meet the minimum qualifications as stated below to qualify for this position.
 
1.       The applicant must have an associate degree or higher in a technical discipline or equivalent work experience. Minimum two years helpdesk support experience or equivalent educational background experience is preferred.
 
2.       The following certifications will be considered a plus

 

•   A+ - CompTIA's A+ Certification
•  Net+ - CompTIA's Network Certification
• MCSE – Microsoft Certified Solutions Expert

Supplemental Information
Physical Requirements and Work Environment
The Sherburne County IS working environment is primarily located within the office space of the Government Center, though some work may require driving to other county offices. Intermittent work is required within the IS Data Centers. While working within the Data Centers the employee will experience temperature and noise extremes.

 The employee works with low voltage, eg. ethernet wiring, and with standard voltage connections, eg. 110V or 208V server and monitor. Additionally, various areas are protected with battery backed up Uninterruptable Power Supplies. These batteries are sealed but if they are damaged may pose a chemical hazard.

 The physical requirements are varied. Some days may be sitting at your desk while others you may be traveling within the offices or off-site to visit end users or attend training. Employees must have the ability to safely lift and move 25 pounds items, eg. laptops, desktops, and flat panel monitors, between nearby work areas, approximately 25 feet. Longer distance transportation is done with a cart.   Equipment above 25 pounds and large items, eg. tape juke boxes, disk arrays, and servers, must always be handled with a complimentary staff member.