Support Specialist II or Senior Support Specialist
Salary:
$53,416.
00 - $91,220.
00 AnnuallyLocation :
Castle Rock, COJob Type:
Full-Time RegularJob Number:
2023 - 1955Department:
Information TechnologyOpening Date:
06/05/2023Description This position is responsible for a variety of support efforts related to desktop hardware, operating systems, and applications.
This is a go-to position for assisting users in efficient use of County provided hardware and software, resolving any technical issues, document workflow improvement suggestions, and convey feedback to other teams to test and further advance the products.
The Senior Support Specialist will also be responsible for mentoring and guiding the work of less experienced Support Specialists, acting as a backup to the Support lead, as well as providing technical leadership on highly complex support tasks.
Examples of Duties ESSENTIAL DUTIES AND
Responsibilities:
(The following examples are illustrative only and are not intended to be all inclusive.
) Provide primary computer, peripheral, process, and application support to customers by phone and in person.
Diagnose and resolve technical hardware and software problems using multiple troubleshooting techniques and all available resources.
Determine the extent of customer reported issues.
Take ownership of reported incidents and problems, maintaining consistent communications and ensuring resolution.
Perform initial assessment and prioritization of reported issues.
Work with other IT personnel to investigate and resolve performance problems with applications and/or systems.
Perform remote and in person support of PC's and other devices.
Provide lifecycle management of the county desktop computing environment.
This includes security updates, virus scan reviews, and hardware maintenance as needed.
Conduct formal and informal training sessions for PC applications.
Respond to a wide range of procedural questions from the user community.
Support County users of critical, non-standard systems.
Create, develop, and maintain functional documentation for applications, hardware, and processes.
Develop, document, and modify operational procedures and best practices, including strategic deployment and incident management systems.
(Sr.
Support Specialist) Provide highly skilled support to system users for complex, unique and challenging issues; assess and solve advanced technical hardware and software problems.
(Sr.
Support Specialist) Responsible for all communication (email, voice mail, etc) from the Support Staff to the user community.
(Sr.
Support Specialist) Performs other duties as assigned.
Minimum Qualifications EDUCATION and/or
Experience:
Support Specialist II:
A high school diploma or GED supplemented by two years of computer related education.
Minimum of 3 years of work experience including 1
years of Helpdesk experience.
A combination of education and experience may be considered.
Sr.
Support Specialist:
A high school diploma or GED supplemented by two years of computer related education Minimum of 5 years of user support experience.
A combination of education and experience may be considered.
CERTIFICATIONS, LICENSES, & REGISTRATIONS:
ITIL Certification or equivalent preferred.
(Support Specialist II) A
certificate required, MCP preferred and may be substituted for A+.
(Sr.
Support Specialist) Must possess a valid Colorado Driver's License upon hire, with complying insurance.
Review of motor vehicle record is required at time of hire and periodically throughout employment.
This position requires successful completion of a criminal background check including fingerprinting through a national database.
Supplemental Information This position is open until filled, review of applications will begin immediately and continue until a suitable candidate is selected.
For more information on job functions, requirements and to apply please visit:
Douglas County offers an excellent comprehensive benefit package including but not limited to:
Medical/Dental/Vision.
For a more detailed overview please view the full.
Douglas County offers a comprehensive benefit package.
For a more detailed overview of our benefit package, click on the link below.
Why Douglas County? We offer excellent benefits to our employees! 10 paid holidays each year
a floating holiday 8 hours of paid vacation per month 8 hours of paid sick time per month Medical insurance employees can choose from three plan options:
Aetna WHN CO Front Range Select, Aetna Open Access Select (HMO) or Aetna WHN CO Front Range Choice POSII HDHP/HSA.
Life insurance 1.
5 times employee salary at no cost to employee Short-term and long-term disability at no cost to employee Mandatory retirement - defined contribution of either 6% or 8% - matched at 8% Annual performance reviews with potential for an increase Additionally, we offer dental, vision, accident/critical illness insurance, tuition reimbursement, and employee training.
Part-time employees receive a pro-rated benefits package.
Recommended Skills Coaching And Mentoring Communication Databases Help Desk Itil Incident Management Estimated Salary: $20 to $28 per hour based on qualifications.
$53,416.
00 - $91,220.
00 AnnuallyLocation :
Castle Rock, COJob Type:
Full-Time RegularJob Number:
2023 - 1955Department:
Information TechnologyOpening Date:
06/05/2023Description This position is responsible for a variety of support efforts related to desktop hardware, operating systems, and applications.
This is a go-to position for assisting users in efficient use of County provided hardware and software, resolving any technical issues, document workflow improvement suggestions, and convey feedback to other teams to test and further advance the products.
The Senior Support Specialist will also be responsible for mentoring and guiding the work of less experienced Support Specialists, acting as a backup to the Support lead, as well as providing technical leadership on highly complex support tasks.
Examples of Duties ESSENTIAL DUTIES AND
Responsibilities:
(The following examples are illustrative only and are not intended to be all inclusive.
) Provide primary computer, peripheral, process, and application support to customers by phone and in person.
Diagnose and resolve technical hardware and software problems using multiple troubleshooting techniques and all available resources.
Determine the extent of customer reported issues.
Take ownership of reported incidents and problems, maintaining consistent communications and ensuring resolution.
Perform initial assessment and prioritization of reported issues.
Work with other IT personnel to investigate and resolve performance problems with applications and/or systems.
Perform remote and in person support of PC's and other devices.
Provide lifecycle management of the county desktop computing environment.
This includes security updates, virus scan reviews, and hardware maintenance as needed.
Conduct formal and informal training sessions for PC applications.
Respond to a wide range of procedural questions from the user community.
Support County users of critical, non-standard systems.
Create, develop, and maintain functional documentation for applications, hardware, and processes.
Develop, document, and modify operational procedures and best practices, including strategic deployment and incident management systems.
(Sr.
Support Specialist) Provide highly skilled support to system users for complex, unique and challenging issues; assess and solve advanced technical hardware and software problems.
(Sr.
Support Specialist) Responsible for all communication (email, voice mail, etc) from the Support Staff to the user community.
(Sr.
Support Specialist) Performs other duties as assigned.
Minimum Qualifications EDUCATION and/or
Experience:
Support Specialist II:
A high school diploma or GED supplemented by two years of computer related education.
Minimum of 3 years of work experience including 1
years of Helpdesk experience.
A combination of education and experience may be considered.
Sr.
Support Specialist:
A high school diploma or GED supplemented by two years of computer related education Minimum of 5 years of user support experience.
A combination of education and experience may be considered.
CERTIFICATIONS, LICENSES, & REGISTRATIONS:
ITIL Certification or equivalent preferred.
(Support Specialist II) A
certificate required, MCP preferred and may be substituted for A+.
(Sr.
Support Specialist) Must possess a valid Colorado Driver's License upon hire, with complying insurance.
Review of motor vehicle record is required at time of hire and periodically throughout employment.
This position requires successful completion of a criminal background check including fingerprinting through a national database.
Supplemental Information This position is open until filled, review of applications will begin immediately and continue until a suitable candidate is selected.
For more information on job functions, requirements and to apply please visit:
Douglas County offers an excellent comprehensive benefit package including but not limited to:
Medical/Dental/Vision.
For a more detailed overview please view the full.
Douglas County offers a comprehensive benefit package.
For a more detailed overview of our benefit package, click on the link below.
Why Douglas County? We offer excellent benefits to our employees! 10 paid holidays each year
a floating holiday 8 hours of paid vacation per month 8 hours of paid sick time per month Medical insurance employees can choose from three plan options:
Aetna WHN CO Front Range Select, Aetna Open Access Select (HMO) or Aetna WHN CO Front Range Choice POSII HDHP/HSA.
Life insurance 1.
5 times employee salary at no cost to employee Short-term and long-term disability at no cost to employee Mandatory retirement - defined contribution of either 6% or 8% - matched at 8% Annual performance reviews with potential for an increase Additionally, we offer dental, vision, accident/critical illness insurance, tuition reimbursement, and employee training.
Part-time employees receive a pro-rated benefits package.
Recommended Skills Coaching And Mentoring Communication Databases Help Desk Itil Incident Management Estimated Salary: $20 to $28 per hour based on qualifications.
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