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Technology Support Specialist

Location : Ocala
Job Type : Regular
Reference Code : 11190608
Hours : Full Time
Required Education : High School Diploma or Equivalent
Travel : No
Relocation : No

Job Description :
MAJOR FUNCTION

This is a technical position, which installs, configures, maintains, and upgrades hardware and software on various systems. The individual is highly motivated and works well with others or independently. This is a frontline position providing excellent customer service to county staff, other constitutional offices, and the public.

ESSENTIAL FUNCTIONS
The following statements describe the principal functions of this job and its scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload. 

  • Assembles and installs computers, printers and other peripheral devices at all customer locations. Develop and maintain test records for products. Track damage to equipment from any source. Performs testing of software and hardware before and after deployment.

  • Troubleshoots and repairs computer equipment and software. Resolve customer problems as they occur by using available resources such as coworkers, the Internet, or vendor support lines. Report any unresolved problems to management for direction. 

  • Updates and/or installs computer software. Coordinates with customers for scheduling of computer software and/or hardware upgrades. 

  • Instructs other support staff on standard methods for trouble shooting, upgrades and installs. 

  • Provides training to customers on the proper usage of computers and fundamental software to include the operating system and office suite at the customer location. 

  • Performs follow-up on any, and all, work performed to ensure customer satisfaction and compliance with standards. 

  • Document tasks completed and time spent in the IT work order system daily. 

  • Complete and submit inventory forms for new deployment, transfers, and/or disposed equipment. 


SECONDARY FUNCTIONS

  • This position is required to rotate in an on-call 24/7 after hours support role. 

  • This position will be required to complete certifications and training plans to meet the needs of the organization. 

  • Performs other duties as assigned. 

  • Supports the organization's guiding principles and core values.


CUSTOMER SERVICE
This is a front-line position for providing excellent customer service to other County employees and members of the general public. Personal contact occurs with other employees of the unit, employees of other departments in the County, citizens, and customers of the department. Service is provided in person or by phone contact.

SUPERVISION
This position has no supervisory responsibilities.

Licenses
Valid Florida Driver's License for required travel
Required Qualifications :














































Title Tech Trainee Tech I Tech II Tech III
Education/Certifications HS/GED Associate Degree*
or
• CompTIA IT
Fundamentals or
CompTIA A+
• Microsoft Office
Specialist (MOS)
Word or Excel
• Microsoft Specialist
certification in
Windows
• Associate Degree*
• CompTIA A+
• Microsoft Certified Solutions
Associate (MCSA)
Windows
or
• CompTIA A+
• CompTIA Net+
• CompTIA Security+
• Microsoft Office Specialist
(MOS) Expert
Word and Excel
• Microsoft Certified Solutions
Associate
(MCSA) Windows
• Associate Degree*
• CompTIA A+
• CompTIA Net+
• CompTIA Project+
• Microsoft Office Specialist (MOS)
Expert
Word and Excel
• Microsoft Certified Solutions Associate
(MCSA) Windows
or
• CompTIA A+
• CompTIA Net+
• CompTIA Project+
• CompTIA Security+
• CompTIA Mobility +
• Microsoft Office Specialist (MOS)
Master
(Word, Excel, PowerPoint, and
Access)
• Microsoft Certified Solutions Associate
(MCSA) Windows
Years Of Experience N/A 1 Year 1 Year as Tech I 2 Years as Tech II
Competencies Learn and perform
tasks according to
their individual
training to include
concepts such as
but not limited to:
imaging computers;
installing software,
printers and
peripherals; and
exhibiting entry level
troubleshooting
skills.
Display mastery skills
of Trainee Level plus
concepts such as but
not limited to: ePCR,
MDT, and Lifepaks;
support various
endpoint hardware
and software; and
exhibiting basic
troubleshooting skills
Display mastery skills for Level I
plus concepts such as but not
limited to: public safety
operations support; advanced
diagnostics; troubleshooting of
various endpoint for hardware,
software and configuration
issues; and exhibiting
intermediate troubleshooting
skills.
Display mastery skills for Level II plus
training and assisting junior level
technicians with on the job training;
cross training with infrastructure and/or
applications teams on advanced
technical systems such as servers,
SANs, switches/routers, firewalls,
databases, programming and
management systems as approved in
their personalized professional growth
and development plan.
Skills Test N/A • Image computer
• Install software
• Install peripherals
• Install endpoints
 

Must pass all skills tests of Tech I
plus:
• Troubleshoot hardware
• Troubleshoot software
• Perform advanced diagnostics
• Troubleshoot computer OS issues
• Startup
• Services
• Profiles
• Configurations
 
Must pass all skills tests of Tech II plus:
• Interpret system logs and take appropriate actions
• Interpret GPO's results and apply troubleshooting techniques
• Diagnose endpoint with various tools such as:
• IP config
• DNS
• Trace route
• NS Lookup
 
Pay Grade     14
$16.64 -$25.62
 
     16
$18.30- $28.26
    18
 $20.19 -$31.19
      20
 $22.06 - $34.08


Specialized Skills and Abilities

  • Experience working in a computer network environment. 

  • Familiar with cabling and wiring standards of the County's in use platforms and relatedtechnologies. 

  • Ability to organize material, analyze information, and develop appropriaterecommendations. 

  • Ability to acquire and maintain knowledge of information systems trends through training and periodicals. 

  • Ability to remain calm in stressful situations. 

  • Ability to take a teamwork approach to the job by cooperating with others, offering to help others when needed, and considering larger organization or team goals rather thanindividual concerns. Includes the ability to build a constructive team spirit where team members are committed to the goals and objectives of the team.



PHYSICAL DEMANDS
While performing the duties of this job, the employee will occasionally be required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl, talk or hear, taste or smell, and to lift up to fifty pounds; will regularly be required to sit; and will frequently be required to use hands to finger, handle, or feel, and reach with hands and arms. Vision requirements are close, color, and peripheral vision, depth perception, and ability to adjust focus. 

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. While performing the duties of this job, the employee will occasionally be exposed to wet or humid conditions, high precarious places, fumes or airborne particles, toxic or caustic chemicals, outdoor weather conditions, extreme heat, and vibration; and will frequently be exposed to moving mechanical parts and risk of electrical shock. The typical noise level for this environment is moderate.
Skills :
Comp TIA A+ COMPTIA Security+ COMPTIA Server+ Computer skills Install hardware and software Microsoft Office Windows
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