ALERT!! Development site for Susquehanna County

IT Technician, FT or PT

Job Title:
IT Technician, FT or PT
County Name:
Susquehanna County
TITLE:                                    INFORMATION TECHNOLOGY TECHNICIAN
DEPARTMENT:                    INFORMATION TECHNOLOGY
LOCATION:                          SUSQUEHANNA COUNTY COURTHOUSE
REPORTS TO:                       DIRECTOR OF IT
RATE:                                    $16.39/HOUR
POSITION STATUS:             FULL TIME OR PART TIME, NON-UNION
 
GENERAL: The Information Technology Technician is the point of contact for technology support issues. The Information Technology Technician is responsible for developing and maintaining internal and external customer contact for support issues and providing a professional and courteous customer experience. The Information Technology Technician assists with the installation, maintenance, and troubleshooting of all server and client hardware, software, and networking requests. The Information Technology Technician is a liaison for all departments, in all Susquehanna locations, in regards to technology requests, computing system problems, and status of systems availability and repair. The Information Technology Technician manages issues/incidents through the Help Desk ticketing system, recording interactions, regardless of the source (phone call, email, instant message, walk up , etc.), as well as escalations, updates, resolutions, and ticket closure.


Minimum Requirements:
·Associate’s Degree in Computer Science or equivalent combination of education and experience.
·2 years functional experience in a Customer service support role.
·Experience with Microsoft Office products and financial software.
·Experience with PCs, mobile phones, and software support is required.
·Must be able to maintain a positive attitude and exhibit professionalism while handling support issues
·Must be able to work as a member of a team, and work with all members of the company
·Requires strong written, verbal communication and interpersonal skills
·Must be able to communicate at different levels of technical acumen
·Must have an aptitude for support of PC-based applications and the ability to learn line of business applications, as well as support internally developed applications
·Fundamental understanding of LAN/WAN concepts
·Ability to provide off-hours support 24/7 as needed
 


Duties and Responsibilities:
·Support and troubleshoot standard and specialized office and financial software
·Receives, documents, triages, escalates, and responds to all customer requests within acceptable timeframe, as defined by the current Service Levels.
·Research new technologies and make recommendations.
·Assist with server installation, configuration and maintenance.
·Assists in the administration of e-mail systems.
·Check and Monitor System Logs.
·Manage and test backups.
·Maintain inventory of equipment and supplies.
·Identify and troubleshoot hardware, software, and network issues in core systems.
·Produce appropriate documentation on installations and configuration changes.
·Properly documents, prioritizes, and escalates, utilizing the Help Desk ticketing system, all reported problems together with the appropriate resolution required for solving each problem.
·Coordinates with outside vendors, contractors, and other departments to resolve issues and maintain workflows.
·Develops and maintains good customer relations with all Susquehanna County Personnel while providing communication to appropriate departments and groups regarding system alerts or outages, planned upgrades, restoration activities, and technology asset management.
·Performs laptop/tablet/desktop support, including configuration of software/hardware, troubleshooting/repair of software/hardware issues, and support of desktop initiatives and projects, as necessary.
·Maintains the technical competency and proficiency required for answering most common questions submitted to the Help Desk. Provides support for line-of-business applications, Windows applications, as well as common printing & network issues.
·Participates in Infrastructure Team meetings, as required, and meets to discuss activities, solutions, and recommendations for improvement.
·Additional duties as assigned
 
Physical Requirements:
·Able to lift up to 50lbs. and climb ladders up to 10 foot.
·Must be able to work well under busy circumstances and multi-task
 
Special Requirements:
·The incumbent must have passed the Susquehanna County Background Check with no record of criminal convictions.
·The incumbent must meet and comply with Susquehanna County’s Employment and Acceptable Use Policies.
·The incumbent must be able to handle confidential data, the disclosure of which is protected by law.
 
DISCLAIMER:
The above statements are intended to describe the general nature of and level of duties being performed by a person assigned to this position. They are not intended to be constructed as an exhaustive list of responsibilities, duties and skills required to perform this position.
I HAVE READ THE ABOVE POSITION DESCRIPTION AND FULLY UNDERSTAND THE REQUIREMENTS SET FORTH THEREIN. I HEREBY ACCEPT THE POSITION INFORMATION TECHNOLOGY TECHNICIAN AND AGREE TO ABIDE BY THE REQUIREMENTS AND DUTIES SET FORTH. I WILL PERFORM ALL DUTIES AND RESPONSIBILITIES TO THE BEST OF MY ABILITY.
 
Date: __________________________  _____________________________________
                                                                                                Signature Employee
 
Date: __________________________  _____________________________________
                                                                                                Signature Department Head
 
In compliance with the Americans with Disabilities Act, the Employer will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the Employer.
 
 
Posting Date:
Monday, November 28, 2022
Expiration Date:
Open