Location : Lancaster, SC Job Type: FULL TIME Department: Computer Services Opening Date: 11/07/2024 Description Under the general supervision of the Service Desk Supervisor, this position serves as the principal owner of the service request, break-fix incident and project task lifecycles as well as overall end user satisfaction. This position provides first and second-level remote and desk-side support for desktop computers, laptops, mobile devices, printers, scanners and other peripherals. In addition to providing hardware support, this position is also tasked with supporting the county's standard software suite along with all vendor software. This position is charged with resolving and documenting support requests, performing preventative maintenance, acting as a light training resource for non-technical staff and delivering quality and consistent day-to-day support to end users Examples of Duties Troubleshoot hardware and software problems, completing repairs in a timely and efficient manner, ensuring minimal recurrence of problems. Resolve and document all assigned service requests/incidents while effectively managing end user expectation and satisfaction. Effectively use remote assistant tools, vendor knowledge bases, the county's ticketing system and other available tools as needed to diagnose and repair end user issues within target time limits. Provide end users with regular communication regarding status of repairs/installs, including notification when repairs are complete; verifies with end users that repairs are satisfactorily completed. Communicate with end user appropriate advice and techniques to avoid future incidents of a similar nature as applicable. Interface extensively with end users of all levels on all application and desktop problems, escalating items as needed to senior IT personnel for root cause determination and resolution. Appropriately document all required information into the county's ticketing system. Responsible for maintaining complete inventory of desktop hardware and software. Performs preventative maintenance, including inspection and cleaning of workstations, printers, peripherals and various site-specific checklists. Act as point of contact for vendor related issues; triage all end user troubles prior to escalating to vendor support. Responsible for installing and maintaining phone and data cabling infrastructure: patch panels, cabling, data jacks, etc. Model the high level of customer service expected of all associates including responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, responding to others' feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate. ADDITIONAL JOB FUNCTIONS Performs related duties as required. It requires travel between buildings; it may require evenings or weekends. Must be available for on-call. EQUAL OPPORTUNITY EMPLOYER Typical Qualifications Requires a high school diploma or GED equivalent plus college-level Associate Degree coursework in computer science, supplemented by one to two years of increasingly responsible experience in computer operations and support, or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Excellent oral, written and customer service skills. Must have valid driver's license, clean driving record and be able to pass a FBI / CJIS fingerprint and background checks. TO PERFORM ESSENTIAL JOB FUNCTIONS Physical Requirements: Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which involves some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 20 pounds) and occasionally heavier weight (up to 40 pounds). Tasks may involve extended periods of time at a keyboard or workstation. Data Conception: Requires the ability to compare and/or judge the readily observable functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people, or things. Interpersonal Communications: Requires the ability to speak and/or signaling people to convey or exchange information. Includes receiving direction and instruction from supervisor. Language Ability: Requires ability to read a variety of policies and procedures, technical manuals and diagrams, etc. Requires the ability to prepare technical reports, records, etc. with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control and confidence. Intelligence: Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts and draw valid conclusions; to deal with several abstract and concrete variables. Requires the ability to learn and understand relatively complex principles and techniques; to make independent judgments in absence of supervision; to acquire knowledge of topics related to primary occupation. Must have the ability to comprehend and interpret received information. Verbal Aptitude: Requires the ability to record and deliver information, to explain procedures, to follow and give verbal and written instructions; to teach employees. Must be able to communicate effectively and efficiently in a variety of technical and/or professional languages including computer science and data processing. Numerical Aptitude: Requires the ability to add and subtract totals, to multiply and divide, to use mathematical formulas, to determine percentages and decimals and to determine time. Form/Spatial Aptitude: Requires the ability to inspect items for proper length, width and shape, and visually read various information. Motor Coordination: Requires the ability to coordinate hands and eyes using office machinery. Manual Dexterity: Requires the ability to handle a variety of items, keyboards, office equipment, control knobs, buttons, switches, catches, tools, etc. Must Must have moderate levels of eye/hand/foot coordination. Color Discrimination and Visual Acuity: Requires the ability to differentiate colors and shades of color; requires the visual acuity to determine depth perception, peripheral vision, inspection for small parts; preparing and analyzing written or computer data, etc. Interpersonal Temperament: Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines. Physical Communications: Requires the ability to talk and hear: (talking: expressing or exchanging ideas by means of spoken words; hearing: perceiving nature of sounds by ear). PERFORMANCE INDICATORS Knowledge of Job: Has thorough knowledge of the methods, procedures and policies of the Information Technology Department as they pertain to the performance of duties of the IT Technician. Has knowledge of the laws, ordinances, standards and regulations pertaining to the specific duties and responsibilities of the position. Has knowledge in the areas of computer technology and maintenance, information systems management, data processing, etc. Has working knowledge of varying business operations and is able to design / implement computer applications to meet business needs. Is able to effectively determine appropriate hardware and software requirements for various County operations. Is able to provide professional, efficient user support and assistance. Has knowledge of the standard tools, materials and practices of the industry. Is skilled in the care and use of required tools and equipment. Is able to make minor adjustments and repairs to computer hardware as needed. Has knowledge of the occupational hazards and safety precautions of the industry. Is able to offer training and assistance to co-workers and employees of other departments as required. Is able to take the initiative to complete the duties of the position without the need of direct supervision. Is able to plan, organize and prioritize daily assignments and work activities. Has good organizational, technical and human relations skills. Is able to learn and utilize new skills and information to improve job performance and efficiency. Has knowledge of proper English usage, punctuation, spelling and grammar. Has knowledge of modern office practices and technology. Has the mathematical ability to handle required calculations. Is able to read and interpret technical materials pertaining to the responsibilities of the job. Is able to assemble and analyze information and make written reports and records in a concise, clear and effective manner. Has thorough knowledge of the terminology and various professional languages used within the department. Has knowledge of how to maintain effective relationships with personnel of other departments, professionals and members of the public through contact and cooperation. Has knowledge of how to react calmly and quickly in emergency situations. Quality of Work: Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility. Maintains high quality communication and interaction with internal and external entities with whom the position interacts. Quantity of Work: Performs described Essential Functions and related assignments efficiently and effectively to produce quantity of work which consistently meets established standards and expectations. Dependability: Assumes responsibility for completing assigned work. Completes assigned work within deadlines in accordance with directives, policy, standards and prescribed procedures. Maintains accountability for assigned responsibilities in the technical, human and conceptual areas. Attendance: Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides adequate notice to higher management with respect to vacation time and leave requests. Initiative and Enthusiasm: Maintains an enthusiastic, self-reliant and self-starting approach to meet job responsibilities and accountabilities. Strives to anticipate work to be accomplished, and initiates proper and acceptable action for the completion of work with a minimum of supervision and instruction. Judgment: Exercises analytical judgment in areas of responsibility. Identifies issues or situations as they occur and specifies decision objectives. Identifies or assists in identifying alternative solutions to issues or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors. Seeks expert or experienced advice where appropriate and researches issues, situations and alternatives before exercising judgment. Cooperation: Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.e., poor communications, variance with established policies or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation intra- and inter-departmentally. Relationships with Others: Shares knowledge with managers, supervisors and co-workers for mutual benefit. Contributes to maintaining high morale among all employees. Develops and maintains cooperative and courteous relationships inter- and intra-departmentally, and with external entities with whom the position interacts. Tactfully and effectively handles requests, suggestions and complaints in order to establish and maintain good will. Emphasizes the importance of maintaining a positive image. Coordination of Work: Plans and organizes daily work routine. Establishes priorities for the completion of work in accordance with sound time-management methodology. Avoids duplication of effort. Estimates expected time of completion of work elements and establishes a personal schedule accordingly. Attends required meetings, planning sessions and discussions on time. Implements work activity in accordance with priorities and estimated schedules. Safety and Housekeeping: Adheres to all established safety and housekeeping standards. Ensures such standards are not violated. DISCLAIMER: This job description is not an employment agreement or contract. Management has the exclusive right to alter this job description at any time without notice. EQUAL OPPORTUNITY EMPLOYER EQUAL OPPORTUNITY EMPLOYER Equal Opportunity Employer
- State of South Carolina Blue Cross Blue Shield Health & Dental Insurance
- Eyemed Vision Insurance
- SC State Retirement /Or PORS Retirement System for eligible Public Safety positions
- Long Term Disability
- Family Medical Leave
- Paid Annual Leave and Sick Time (accrued bi-weekly)
- Bi-weekly Pay Schedule
- On-site Health Clinic
- Employee Wellness Programs
- Discount YMCA Membership
- Lunch & Learn Programs
- Optional 401k and Deferred Comp Plans
- Optional Short Term Disability (Colonial Life)