Technical Support Specialist

Sarpy County

Technical Support Specialist

SALARY

$28.64 - $37.19 Hourly

LOCATION

Papillion, NE

JOB TYPE

Full-Time

JOB NUMBER

01194

DEPARTMENT

Information Systems

OPENING DATE

11/19/2024

CLOSING DATE

12/1/2024 11:59 PM Central

JOB OVERVIEW

As an employee of Sarpy County, you receive regular pay for the services you provide at a rate of $28.64 per hour. In addition to your hourly wage, Sarpy County provides benefits, such as insurance and retirement, which are valued at up to $28.481.72 per year. 
 

Under the general supervision of the Chief Information Officer, Security & Operations Manager or designee, performs a variety of skilled technical and administrative work related to all aspects of support for County and contract agencies I.T. equipment and operating systems.  
 
SUPERVISION EXERCISED
            None.

 

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES

 

• Serve as the first point of contact for customers seeking technical assistance.
• Respond to technology user issues via phone, email, and in person.
• Assist with onboarding of new users.
• Maintain updated inventory of all equipment, software, and licensing.
• Install and/or upgrade end-user hardware and software.
• Troubleshoot and diagnose end-point hardware, software, and communication problems.
• Utilize ticket/work order system to track issues and document work orders.
• Maintain high level of knowledge of current and emerging end-point hardware and software.
• Understand and manage various software licenses for end-point devices.
• Resolve technical problems with local area networks (LAN), wide area networks, and other systems.
• Install and configure computer peripherals for end users.
• Secure and protect IT assets ensuring confidentiality, integrity, and availability.
• Respond to IT issues on a 24/7 basis in accordance with IT on-call policy.

 
PERIPHERAL DUTIES

• Report to assigned worksite with regular, predictable, and consistent attendance. 
• Maintain knowledge and stay abreast of changing trends affecting duties. 
• Implement security standards and best practices.
• Establish and maintain effective working relationships with clients, supervisors, County employees, elected officials, attorneys, law enforcement, judges, other agencies, vendors, contractors, and the general public. 
• Maintain detailed documentation of end-point devices, problems, and problem resolutions.
• Take personal responsibility to ensure proper operation of all systems.
• Perform other duties as assigned.
• Serve as a member of various committees as assigned.

 

MINIMUM QUALIFICATIONS

Education and Experience 
Graduation from high school or GED equivalent, and
Two (2) years* of bona fide work experience in technology support.
Certification in Desktop Support and Operating Systems preferred; VOIP experience desirable.
*Approved combination of training and/or work experience that would provide equivalent knowledge, skills, and abilities may be considered and substituted for the stated education.
 
Special Requirements 
Must have and maintain throughout employment a valid Driver’s License, as well as meet eligibility requirements of “acceptable driver standards” as defined by the County.
Must pass an extensive background investigation.
Incumbent will be in on-call rotation for after-hours issues, and when needed/as necessary, must be able to arrive at the Courthouse/worksite within 45 minutes of receiving a call.
Necessary Knowledge, Skills and Abilities

• Experience working with Windows, Office 365, Active Directory, and Adobe Acrobat 
• Knowledge of and ability to apply Information security standards and best practices
• Strong customer relationship and crisis management skills
• Demonstrable organizational and time management skills 
• Extensive technical aptitude skills and ability to comprehend complex technical topics and specialized information
• Ability to perform duties with efficiency, thoroughness, accuracy, and attention to detail while managing frequent interruptions
•  Ability to disseminate information with technical and non-technical individuals
• Ability to show initiative, make decisions and/or take actions to solve a problem or reach a goal
• Ability to demonstrate accountability and responsibility for actions
• Ability to demonstrate ambition and drive to achieve personal advancement
• Ability to work under pressure and/or frequent interruptions
• Ability to navigate stressful situations while maintaining composure
• Ability to work independently or as part of a team
• Ability to multitask and adapt to changing priorities and new technologies
• Ability to maintain and protect confidential and sensitive information
• Ability to create and follow a systematic method for task performance
• Ability to analyze specific data elements and draw logical conclusions
• Ability to show commitment and dedication in the success of the organization
• Ability to understand and follow exacting verbal and written instructions
• Ability to prioritize work and carry out assigned projects to completion and meet project deadlines
• Ability to communicate effectively, in English, both verbally and in writing in order to understand and convey information via telephone, email, in person, and other communication methods
• Ability to operate equipment including, but not limited to, multiline phone, computer, specialized software, printer, scanner, copier, and fax and personal electronic devices, and other equipment as necessary to perform essential functions of the position.

 

PHYSICAL DEMANDS AND WORKING CONDITIONS

 

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to sit/remain stationary, walk/move about, and operate/manipulate equipment (e.g. use hands to finger, handle, or feel objects, tools, or controls.)  
The incumbent is occasionally required to stand (i.e. remain upright), stoop, kneel, crouch, climb, crawl, bend, and reach (i.e. position self).  
The employee must be able to frequently lift and/or maneuver up to 10 pounds and occasionally lift and/or maneuver up to 50 pounds.
Required sensory abilities include vision and hearing.  Visual abilities, correctable to normal ranges include close, distance, and color vision as well as depth perception and the ability to adjust focus.  Communication abilities include the ability to exchange information (e.g. talk and hear) within normal ranges. Incumbent must be able to exert sustained concentration for several hours at a time.
Work is typically performed indoors in an office setting.  Work hours may include evenings, weekends, call-ins, and holidays.  Work may be fast paced when dealing with multiple clients, priorities, and time constraints.  The noise level is typically moderate.
 
SELECTION GUIDELINES
Formal application, rating of education and experience, interview, reference checks, successful completion of a national criminal background check, successful completion of a pre-employment drug screen, and other job-related tests or checks as may be required.

 

 

Agency

Sarpy County

Address

1210 Golden Gate Drive

Papillion, Nebraska, 68046

Phone

402-593-4465
402-593-4487

Website

http://www.sarpy.gov

Technical Support Specialist Supplemental Questionnaire

 

*QUESTION 1

What is the highest level of education you have achieved?

 No high school

 High School or GED

 Some college, no degree

 Associate's Degree

 Bachelor's degree

 Master's degree

 Advanced Degree

*QUESTION 2

How many years of bona fide work experience in technical support do you have?

 None

 1 year of experience

 2 years of experience

 3 years of experience

 4 years of experience

 5+ years of experience

*QUESTION 3

Describe in detail your bona fide work experience in a technical support position. If you have no experience, please write 'N/A'. Do NOT indicate the County should refer to your resume - failure to answer this question within the application will exclude you from further consideration for this position.

*QUESTION 4

Do you have any certifications in Personal Computer Software or Operating Systems?

 Yes

 No

*QUESTION 5

If you answered 'Yes' to the question above, please describe.

*QUESTION 6

Do you have any experience in VOIP?

 Yes

 No

*QUESTION 7

Are you able to perform the essential functions of this position with or without accommodation?

 Yes

 No

*QUESTION 8

Are you able to meet the physical demands and work environment requirements of this job with or without accommodation?

 Yes

 No

*QUESTION 9

Hours of this position are M-F 8:00 am - 5:00 pm. Are you able to meet the hours requirement of this position?

 Yes

 No

*QUESTION 10

Are you requesting Veterans Preference as stipulated in Nebraska Statutes § 48-225 to 48-231? Such preference includes initial employment or a return to employment with the State of Nebraska or its governmental subdivisions if termination of previous employment was for other than disciplinary reasons.

 Yes

 No

*QUESTION 11

Sarpy County complies with Nebraska Veterans' Preference Laws. If you are claiming Veterans' Preference you must attach Form DD214 (prefer member form 4) and if applicable, documents showing you receive or are eligible to receive benefits from the U.S. Dept. of Veterans Affairs. The spouse of a 100% disable veteran may claim preference by providing the Form DD214, Proof of Disability and a marriage certificate. The spouse of a service member may claim preference and is limited to the time the service member is on active duty and up to 180 days after discharge/separation from service. DO YOU UNDERSTAND AND ACCEPT THESE STIPULATIONS?

 Yes

 No

 N/A - does not apply

* Required Question