Enterprise Support Technician (Information Systems Department)

POSITION SUMMARY:

The Enterprise Support Technician provides support to end users on a variety of issues. The Enterprise Support Technician maintains, analyzes, troubleshoots, and repairs end-user systems, hardware, and peripherals. The Enterprise Support Technician also provides network, phone, video, and security support. The Enterprise Support Technician may be assigned project work to address the County's needs. This position must be capable of assigning, managing, and documenting deployed inventory and exercising good inventory control practices.

POSITION RESPONSIBILITIES:

Essential Functions

The duties and responsibilities of this position include, but are not necessarily limited to:

• Conduct problem analysis and ensure resolutions are made for PCs and other equipment in accordance with County policies and practices


• Provide remote and on-site assistance to County employees, municipal partners, and first responders to support the business functions of the County


• Install and/or troubleshoot enterprise equipment, end-user equipment, and peripherals


• Troubleshoot network-related issues such as disabled ports, patching, and tracing of bad cables


• Manage desk phones and extensions; set up or remove users using the Mitel Telephone System


• Conduct server patching to ensure County networks remain secure


• Serves as part of our cybersecurity response team


• Performs cybersecurity operations tasks as required

MINIMUM EDUCATION AND EXPERIENCE:

• Associate's degree in Information Technology, Computer Science, or other related field of study


• Minimum of three years’ experience in a Help Desk setting, Desk-side support, IT field service, as an IT Technician, or other related experience


• Valid, state-issued driver’s license required for travel to other County locations


• Any equivalent combination of experience and training that provides the required knowledge, skills, and abilities.


• Knowledge of cybersecurity best practices

MINIMUM KNOWLEDGE, SKILLS, AND ABILITIES:

•  Ability to identify cybersecurity risks and emergent attacks


• Ability to provide Tier 2 support to end users


• Ability to work on-call and/or outside of normal business hours


• Ability to provide professional, courteous, and timely end-user assistance


• Physical presence in the office is required


• Must maintain fitness for duty during scheduled “on call” periods


• Ability to handle stress.

PHYSICAL DEMANDS:

Work involves standing, walking, sitting, lifting, carrying, talking, hearing, using hands to handle, feel objects, tools, or controls, and reaching with hands and arms. Vision abilities required by this job include close vision and the ability to adjust focus. The employee must occasionally lift and/or move up to 50 pounds a distance of 15 feet or less.

WORKING ENVIRONMENT:

Normal office environment 

This position description serves as a guideline for communicating the essential functions and other information about the position to the applicant/employee. It is not intended to create a binding employment contract nor cover every detail of the position, and may be changed where appropriate.