SYSTEM SUPPORT TECHNICIAN I/II/III

Company: Washtenaw County IT
Location: Ann Arbor
Posted on: November 22, 2021

Job Description:

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 peripherals.
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 management.
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 software.
Work collaboratively with department technical liaisons to resolve user issues.
Ensure that up-to-date support and troubleshooting information is available on employee website.
Maintain utilization for cell phones for County employees with provide phone.
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 problems.
Ability to understand technical documentation and specifications related to computer systems.
Ability to adapt and respond to multiple priorities and demands.
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 Systems
Desktop troubleshooting skills
Abilities in hardware and software installation for Personal Computers
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 telephone.
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 technologies.
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 service.
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