Network Support Specialist - Lucas County Job & Family Services - Lucas County, OH : Job Details

JOB SUMMARY

Provides support for all staff, in-house and remote, with computer workstations, printers and various computer-related software/hardware peripherals acting as a liaison between and within Information Services and its customers when:

* Monitoring and supporting the Information Technology Help Desk.

* Determining corrective action on reported software and hardware problems including but not limited to personal computers, mobile devices, peripherals, multifunctional devices (MFDs), workstations, and stand-alone printers, fax machines, and copiers.

* Reviewing, and analyzing user requests for software upgrades, relocations, and removal of new/existing equipment.

* Operating, upgrading, configuring, monitoring, and installing workstations, printers, scanners, modems, circuit boards, memory, hard drives, switches, hubs, routers, or other data-related hardware.

* Installing, testing, and repairing peripheral equipment (e.g. monitors/hard drives/interface cards/modems,/printers/etc.).

* Configuring PC-based applications and operating system software; partnering with vendors to resolve repair calls and defective equipment.

* Assisting with the issuance and tracking of mobile devices.

* Ensuring consistent record-keeping of equipment using our in-house databases which can include scanning and indexing documents.

ESSENTIAL FUNCTIONS

* Demonstrates regular and predictable attendance.

* Detail-oriented and highly organized to keep timely and accurate notes on Help Desk tickets.

* Ability to troubleshoot.

* Ability to provide consistent and excellent customer service.

* Ability to utilize resources such as technical manuals, professional resources, and collaborate with vendors.

* Ability to collaborate effectively and efficiently with co-workers on group projects.

* Ability to create and maintain accurate reports/logs.

* Ability to remain current with technology trends.

* Assisting with one-on-one and small-group technical trainings.

* Attending conferences, workshops, and training as required to remain current with technology and customer service.

* Other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of: Agency, State, and Federal policies and procedures; Basic network concepts (e.g., physical wiring, protocols and network topology, VPN); business software including but not limited to Windows 7 and higher operating systems, MS Office applications, e-mail; and fundamental operation of Agency/State applications (i.e. EDMS, Ohio Benefits, Compass Products, etc., which may be learned after hire).

Skill in: Installing, maintaining, customizing, and operating personal computers, MFDs, copiers, and printers (including troubleshooting of these devices) and in using mobile technology; providing excellent customer service.

Ability to: Define technical problems, collect data, establish facts, and draw valid conclusions; interpret an extensive variety of technical material; understand manuals and verbal instructions; prepare meaningful, concise, and accurate reports; work independently and with a team; communicate effectively; collaborate effectively and efficiently with co-workers on group projects.

ACCEPTABLE QUALIFICATIONS:

Option 1: Associate degree in Computer Science or related field AND at least 2 years of verifiable experience within the last 5 years in:

* Installation, removal, repair, and maintenance of data communications and telecommunications hardware and/or electronic data processing equipment/devices.

* Troubleshooting and resolving help desk support calls/tickets.

* Network administration.

Option 2: Minimum of 4 years verifiable experience within the last 5 years in all areas listed above.

Option 3: Associate degree in Computer Science or related field AND at least 2 years of verifiable experience with state applications used for case management (EDMS, Ohio Benefits, Finesse).

Certifications:

* Active CompTIA A+ Certification, preferred or MUST BE OBTAINED WITHIN THE PROBATIONARY PERIOD (180 days).

* Active CompTIA Network+ Certification, preferred.

* Must possess and maintain a valid driver's license that meets Lucas County insurability standards.