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. Essential Duties and Responsibilities 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. Complies with Federal, State, and County policies and procedures
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