SYSTEM SUPPORT TECHNICIAN I/II/III
Company: Washtenaw County IT
Location: Ann Arbor
Posted on: November 22, 2021
JOB SUMMARY: Under the direction of a higher classified
employee, is responsible for, but not limited to: maintenance and
installation of personal computer equipment, software, peripherals,
troubleshooting problems and arranging for the technical support as
needed. ESSENTIAL DUTIES & RESPONSIBILITIES Installs new software
on personal computers.
Install or replaces personal computer hardware and peripherals
(i.e. computers, terminals and printers).
Performs initial troubleshooting and personal computer-related
equipment; arranges for additional technical support as needed.
Conducts routine maintenance on personal computers and
Participates in the planning and implementation of personal
computer upgrades, enhancements and expansions.
Provides help desk support by identifying, investigating and
researching end user questions and problems; refers user to
technical service personnel for services, repairs, training and
follow-up as appropriate. Logs activities for use by IS
Provides office automation support.
Schedules and provides office automation training sessions as
appropriate to meet end user needs.
Maintains inventory of personal computer related hardware and
Work collaboratively with department technical liaisons to resolve
Ensure that up-to-date support and troubleshooting information is
available on employee website.
Maintain utilization for cell phones for County employees with
Performs other duties as assigned.
The above statements are intended to describe the general nature
and level of work being performed by employees assigned this
classification. They are not to be construed as an exhaustive list
of all job duties performed by personnel so classified KNOWLEDGE,
SKILLS and ABILITIES Working knowledge of personal computer
hardware and software including specific applications such as
Microsoft Office and Microsoft Outlook.
Interpersonal and communication skills necessary to answer
technical questions in non-technical terms and troubleshoot/solve
problems for various levels of end users. The incumbent is also
required to provide training to end-users.
Analytical ability to identify and resolve information technology
Ability to understand technical documentation and specifications
related to computer systems.
Ability to adapt and respond to multiple priorities and
Ability to work as a member of a team.
Ability to manage projects from start to finish.
In depth knowledge of current Microsoft desktop Operating
Desktop troubleshooting skills
Abilities in hardware and software installation for Personal
EMPLOYMENT QUALIFICATIONS PHYSICAL DEMANDS
Duties require sufficient mobility to work in a normal office
setting and use standard office equipment including a computer,
vision to read printed materials and a computer monitor and hearing
and speech sufficient to communicate in person or over the
Duties may require employee to exert up to 50 pounds of force
occasionally, or a negligible amount of force frequently to lift,
carry, push, pull or otherwise move objects.
These requirements may be accommodated for otherwise qualified
individuals requiring and requesting such accommodations. EDUCATION
Possession of a Bachelor's Degree or equivalent in Computer
Science, Information Systems or a related field
EXPERIENCE LEVEL I - GRADE 21:
One (1) or more years of related job experience is required.
Advancement to LEVEL II will be contingent on availability of
positions and demonstrated proficiency in selected
LEVEL II - GRADE 23:
Three to Five (3-5) years experience with demonstrated excellence
in customer service.
Advanced job related skills necessary.
LEVEL III - GRADE 25:
Five (5) years experience with demonstrated excellence in customer
Advanced job related skills necessary.
Provides leadership and direction on a day-to-day basis to other
staff as assigned, including, but not limited to prioritization of
issues and projects.
This class description intends to identify the major duties and
requirements of the job and should not be interpreted as
all-inclusive. Incumbents may be requested to perform job-related
duties other than those outlined above and may be required to
specific job-related knowledge for successful job performance.
Keywords: Washtenaw County IT, Ann Arbor , SYSTEM SUPPORT TECHNICIAN I/II/III, Professions , Ann Arbor, Michigan
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