CLASSIFICATION DETAILS
DEPARTMENT: Information Technology
HIRING AUTHORITY: Chief Information Officer
FLSA STATUS: Non-exempt, overtime pursuant to collective bargaining agreement or Human Resources and Labor Relations policy
EMPLOYMENT RELATIONSHIP: Just cause subject to probationary period
CURRENT HOURS AND STARTING TIME: Full-time (37.5 hours per week) position. The current starting time for this position is 8:00 a.m.
JOB SUMMARY:
Under the direction of the IT Service Delivery Supervisor, performs system administration on workstations, network, client server systems, distributed systems and other end-point devices. Evaluates and diagnoses system problems and/or failures and implements appropriate corrective action. Supports database systems and desktop client applications, and utilizes online tools.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Performs system administration on workstations, network, client server systems, distributed systems, and other end-point devices.
Provides first level support and diagnosis/resolution of problems on calls received from client departments, logging all requests and troubleshooting into the service desk tool.
Provides immediate assistance in the evaluation and diagnoses of system problems and/or failures and implements appropriate corrective action.
Installs and configures workstations, associated desktop and client software, as well as end-point devices and associated software.
Ensures compliance with departmental policies and standards for production implementation, documentation format, methodology, techniques and tools, and related procedures.
Develops, maintains and ensures compliance with established hardware and software installation processes and standards.
Creates, maintains, and updates images, software and hardware installation documentation for IT department staff use.
Performs routine processes on servers and systems under the guidance of senior staff.
Assists in the development and updating of system administration procedure manuals.
Provides phone coverage on Help Desk.
Places, tracks and documents service calls to third-party service providers for network, workstations and end-devices; resolves issue and documents resolution with assistance of third-party vendors.
Communicates status of problems with all appropriate IT and client resources, updates online trouble ticket and service request systems with progress notes while promoting the service level response time established by the IT department.
Identifies process improvements and submits suggestions to supervisor or other management team members.
Maintains spare parts and supply inventory levels to ensure product availability.
Coordinates equipment maintenance with designated providers and works cooperatively with third-party service providers as required to ensure system up-time and reliability.
Provides training assistance in the operation of new and/or modified workstations, endpoint devices and applications as needed.
Assists in the evaluation of workstations, end-point devices and any other peripheral devices that may be needed by the client community and/or IT.
Maintains familiarity with necessary user business functions to ensure an optimal system solution for business processes being automated.
Ensures computer room environment(s) and staging areas are secure, neat and orderly.
Maintains current knowledge base through attending workshops, seminars and reading related publications.
May require evening or weekend work periods and/or being on call beyond normal working hours.
Operates an automobile to perform assigned job functions.
Performs related duties as assigned.
QUALIFICATIONS
Required Education and Experience
- High school diploma or a certificate of successful completion of the General Educational Development Test
- Minimum of two (2) years of experience in the support of end-user devices, printers, software/applications in a Windows 10 enterprise environment
Preferred Education and Experience
- Associate Degree (or 60 completed credit hours) in Computer Science, Management Information Systems or a directly related field from an accredited college and/or Vocational Certification
Required Licenses or Certifications
- Valid Michigan driver's license and an operable insured automobile for authorized travel
COMPETENCIES FOR SUCCESSFUL PERFORMANCE OF JOB DUTIES
Knowledge of:
- Strong understanding of information technology including hardware, software and application, and ongoing support
- Overall understanding of core IT methodologies (e.g. Software Development Life Cycle (SDLC), Information Technology Infrastructure Library (ITIL), Agile, Waterfall, Security)
- Working in a cross-functional business and technical team environment
- Microsoft Office applications, such as Word, Excel, PowerPoint, and Outlook
Skill in:
- Problem solving and identifying solutions and opportunities for improvement
- Navigating complex business scenarios and clients
- Interacting with business customers and handling expectations
- Using different communication styles to meet the needs of different audiences
- Meeting and exceeding customers’ expectations
Ability to:
- Support multiple projects and/or work assignments simultaneously
- Work independently and set own priorities
- Draft clear and concise technical documentation that is easy to understand and follow
- Work well in a team environment to facilitate problem determination and resolution
- Mentor peers and other supporting team members
- Contribute and support a continuous improvement work environment
- Establish and maintain effective working relationships with elected officials, administrators, department heads, staff, union officials, vendors and the public
- Work in an environment which embraces the county’s Dignity Campaign
- Adhere to IT policies and procedures
- Effectively speak, write and understand the English language
- Effectively speak, write and understand a language other than English is preferred
- Understand and carry out oral and/or written instructions
- Accurately organize and maintain paper documents and electronic files
- Maintain the confidentiality of information
- Conduct oneself with tact and courtesy
- Work independently
