Network Support Specialist - Lucas County Job & Family ...

Job Description 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. Responsibilities 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. Qualifications 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.

Created: 2024-11-02