System Tech III

About the role

The purpose of this position is to install, maintain and support the County Enterprise Network; provide direct user support and resolve software, hardware, data and network issues; and perform special project tasks. The work is performed under the supervision of the Technical Services Manager or the Network Services Manager.

Responsibilities

• Configures and installs network equipment, telephones, computers, printers, and peripherals.
• Configures and installs software.
• Creates and maintains user profiles.
• Assists with network maintenance, troubleshooting, cable management, statistical reports, and the installation of software upgrades and patches.
• Provides training and technical guidance to other technical service personnel as required, maintains a high level of customer satisfaction.
• Participates in network projects at the task level.
• Troubleshoots and resolves user and computer issues.
• Assists with remote user support.
• Configures System Center and debugs advanced issues with SCCM.
• Maintains accurate hardware and software inventory.
• Works on-call as needed in a regular rotation with the other technicians on the team.
• Monitors master consoles that monitor the performance of systems and network hardware.
• Manages the print server and VPN Utility.
• Takes calls and resolves them as necessary; creates incidents or problems for escalation in incident management (or IT service management) system.
• Serves as team lead for day-to-day technical support operations.
• Participates in and leads some projects.
• Acts as Tier 3 support within the Technical Services division for county technology and troubleshooting.
• Advanced camera application management.
• Ability to design and troubleshoot images.
• Ability to design back-up schedules and create and troubleshoot backup scripts.
• Designs, plans, and implements group policies for an enterprise environment.
• Provides assistance with applications as required.
• Directs users to appropriate help for Information Systems problems.
• Provides Tier 2 and Tier 3 Level Help Desk support as required.
• Performs other duties as assigned.

Requirements

Education

• Associate Degree

Experience

• Minimum three (3) years' experience in the Information Technology field
• Experience in workstation support is required
• Experience performing computer repair and maintenance
• Experience with diagnostic software and working on a Help Desk is desired

Knowledge, Skills, and Abilities

• Requires a good understanding of the use and technical operation of computers and tablets
• Requires knowledge and experience with Internet browsers, email applications, Microsoft Windows, Word, Excel, and other Office products
• Requires experience with wide area networks and local area networks
• Desire experience with diagnostic software and working on a Help Desk
• Desire experience in telephony, security services, and backup procedures
• Desire experience with generating and analyzing Help Desk metrics
• Requires excellent written and verbal communication skills
• Requires scripting skills
• Requires demonstrated soft skills

Benefits

• Paid Time Off
• Extended Medical Leave
• Holidays
• Employee Health, Dental, Life, Disability insurance
• Retirement program
• Tuition Assistance programs

Pay

$66,177.65 per year

Schedule

Full-time, 40 hours per week