Job Description

Posting number: 04169

Department: Information Technology

Job classification: Technical Support Technician

Posting type: Open

Categories: IT and Computers

GENERAL STATEMENT OF DUTIES

This is a professional and highly technical position working independently in the completion of projects and duties crossing technical boundaries on software and hardware. This position enables and ensures the operational capabilities, efficient use, integrity, and reliability of technologies needed throughout all County departments.

The overall responsibility of this position is to provide first level support for all PC hardware and software for Guilford County, provide support for all AV equipment, in various departments, and support various software applications for configuration with equipment in multiple departments. Employees serve as Information Technology Department’s central point of contact for network, standalone, telecom/connectivity, applications, Windows Server problems, and requests, as well as, identifying potential security related issues. Employees may be called upon to transport, unpack and assemble, install, and configure acquired PC hardware and software as well as troubleshooting complex AV equipment. The job requires troubleshooting and problem solving for hardware, software, and network configuration setup. Advanced and complex unresolved problems are determined and referred to analysts. This position reports to Information Technology’s Operations Manager.

DISTINGUISING FEATURES OF THE CLASS

Employees in this class are responsible for cross technology support and training on technology use; providing progressive support and application systems support for software and hardware.

Examples of duties

DUTIES AND RESPONSIBILITIES
Essential duties and responsibilities include, but are not limited to:

• Perform frontline problem investigation and diagnostics to determine solutions for technology issues.
• Work closely with department staff, technologists from various vendors, and County IT to quickly implement problem resolutions and to maximize user productivity potential while providing permanent solutions.
• Plan, implement and monitor technology inventories and systematic changes.
• Provide technical advisory support for department support systems and end user tools.
• Assemble, install, and configure acquired PC hardware/software in a manner that meets County PC policies, procedures, and guidelines.
• Test PC hardware/software to ensure maximum performance, compatibility, functionality, and connectivity prior to delivery.
• Maintain PC systems and printer connectivity in user department locations.
• Demonstrate/explain hardware operation to new users to promote user self-sufficiency.
• When applicable, assist new users in logging onto the host and in accessing PC software and printer functions.
• Work with IT staff and vendors to resolve unusual problems.
• Complete work-orders and trouble tickets for any IT or AV related issues.
• Train designated personnel to install software upgrades to promote distribution of functions to user departments.
• May assist in distributing other first-level PC support functions to user departments.
• Provide second-level support for PC hardware and software.
• Provide backup support in assisting end users with PC application packages.
• Perform other duties as required or assigned.

RECRUITMENT STANDARDS
Knowledge, Skills, and Abilities

• Knowledge in use of various industry and standard computer software technologies.
• Knowledge of web use and development technologies.
• Knowledge in structure and use of various industry standard computer hardware, networks and communications technologies.
• Knowledge of project planning, task management, technical documentation, and communications.
• Proficiency in use of MS Office products including Word, Excel, Access, PowerPoint, Publisher, Outlook.
• Knowledge of development of scripting for MS Office products and other general industry products.
• Ability to use SQL based query tools to access various data sources and using access methods like ODBC in MySQL, Oracle, etc.
• Ability to use various diagnostic tools, techniques, utilities, and communications.
• Proficiency in organization, self-management and handling of simultaneous activities.
• Goal driven, thorough follow through and time management.
• Ability to carry out tasks with minimal supervision.
• Proficient in communicating technical and non-technical details at the right level in working and training of people from various technical backgrounds.
• Ability to gain knowledge through self-study.
• Ability to use research tools including the web for work related investigation.
• Ability to establish and maintain good intradepartmental and interdepartmental working relationships with a strong customer service orientation.
• Possess thorough understanding of the procedures and methods used to assemble PC equipment components and install PC hardware and software.
• Ability to configure and install printers and other peripherals.
• Ability to analyze general hardware problems in a logical and consistent manner.
• Considerable knowledge of imaging PCs and imaging software.
• General knowledge of LAN hardware and software.
• Thorough knowledge of Windows 11 and higher Operating systems.
• Working knowledge of Microsoft Word, Excel, and Outlook.
• Knowledge of the use, application, and operation of PC hardware/software.
• Demonstrate the ability to provide introductory training to new users on the correct operation of PC hardware/software, and printers.
• Ability to establish and maintain excellent intradepartmental and interdepartmental working relationships.
• Effective oral, written, and interpersonal communication skills.

Qualifications

Minimum Qualifications
Associate Degree in Computer Science or related field and two years of experience installing, configuring, and troubleshooting PCs/Laptops/Tablets and Windows 11 and higher Operating Systems; OR,

High School diploma or GED and four years of experience installing, configuring, and troubleshooting PCs/Laptops/Tablets and Windows 11 and higher Operating Systems.

Supplemental information

Physical Demands:

An employee in this position must be able to physically perform the basic life operational functions of stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, and repetitive motions. The employee must be able to perform medium work exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 of force constantly to move objects.

Working Conditions:

Normal office environment primarily involving sitting, standing, bending, walking, and operating personal computers and equipment. There is little or no exposure to hazardous environmental conditions.

May Require Driving

This position may require driving a County owned or personal vehicle to conduct county business such as, but not limited to, attending conferences, meetings, or any other county related functions. Motor Vehicle Reports may be verified for valid driver’s license and a driving record compatible with the county’s driving criteria. If a personal vehicle is operated for county business, proper insurance must be maintained, as per Guilford County’s vehicle use policy.

Special Note This generic class description gives an overview of the job class, its essential job functions, and recommended job requirements. However, for each individual position assignment assigned to this class, a job description with a checklist of physical abilities needed to perform the job is available, which gives further details about specific positions. Those documents should be reviewed before initiating a selection process. They can provide additional detailed information on which to base various personnel actions and can assist management in making legal defensible personnel decisions.