Technical Support Specialist

This position serves as a Technical Support Specialist and provides a variety of technical and user support to ensure the operability and effectiveness of County information systems.  Provides direct technical assistance to users; diagnoses and resolves hardware and software problems; and monitors system performance to identify and anticipate problems and issues affecting optimum system performance.   Installs, configures, and maintains desktop systems and security.  Position will also provide assistance, training and website support to users.  Will be responsible for carrying an emergency or after hours call out phone at certain times and serving in the on-call rotation as required.  This position reports to the Chief Information Officer (CIO) / Chief Information Security Officer (CISO) and does not supervise other County personnel. 
 
USER SUPPORT AND TROUBLESHOOTING
 

• Responds to calls from users regarding computers, mobile phones, hardware, peripheral device, operating system, and software problems.   Asks questions to determine the nature of the problem and provides direction on possible resolution.  Prioritizes user support based on how critical the application is, the logistics, options to keep the system functioning, and impacts on related systems.
• Re-establish or duplicate user problems by recreating functions or operations attempted, gathering the history of the computer or equipment, and interviewing users.
• Resolves user problems by using diagnostic tools and established diagnostic methods to isolate problems.  Analyzes hardware and software configurations, network components, and communication issues.  Develops solutions to correct problems.
• Follow-up on resolved problems to ensure the system is functioning properly and that the problem was resolved.  This includes interviewing users, re-testing systems, and performing various system functions to ensure they are executed properly.
• Documents and analyzes trends and patterns with system problems and hardware failures to provide information for future planning and procurement activities.  This includes tracking hardware performance, tracking and documenting problems using a database, and evaluating operating system and hardware history to determine reliability and performance.

 
SYSTEM CONFIGURATION AND TRAINING
 

• Identifies installation and replacement needs and priorities through consultation with the supervisor and County users.  Prioritizes installation, repair, and replacement projects based on user needs, coordination with other installation and replacement projects, and evaluation of equipment condition.
• Installs and customizes software packages on personal computers by following directions provided in installation manuals, determining relationships with other applications and equipment, customizing hardware and software options to meet user needs, and ensuring the software will function with existing and planned hardware.
• Configures, installs, and performs related set-up procedures for new equipment and upgrades (e.g., hardware, printers, communication devices, peripherals, etc.) for network, mainframe, and personal computer operating systems.  This involves assessing relationships with existing applications and ensuring hardware will function with new and existing systems and applications.
• Tests newly installed products to ensure proper operations and to ensure customized functions meet user needs.  Resolves installation problems and provides direction to users on operation.
• Manages hardware, repair, and maintenance activities for the Department, which involves supporting a multitude of platforms and a variety of equipment and software.  The position must maintain contemporary knowledge of existing and planned applications in the Department and current technology.
• Provides on-the-job computer training on software and operating systems; makes recommendations to the Chief Information Officer regarding formal training needs of County staff and provides user website support.

This position requires knowledge of the principles and practices of computer technology; data management products; network capabilities; computer operating systems, equipment, and software; and project planning, scheduling, and administration.
 
This position must have the ability to analyze, assemble, and compile information; communicate effectively verbally and in writing; interpret conditions; determine solutions to day-to-day problems; solve problems posed by the system and many levels of personnel with a wide variety of backgrounds (e.g., clerical, professional, engineering, management, etc.); establish and maintain effective working relationships with employees, management, vendors, and the public; and gather, assemble, correlate and analyze facts, draw conclusions, and recommend solutions to problems.
 
The position requires skill in the installation, maintenance, and operation of computer operating systems, hardware, and software packages and in the use of diagnostic equipment and computer tools.  The position also requires skill in interpersonal communication.The required knowledge, skills and abilities are typically acquired through a combination of education, experience or industry certifications and one - three (1-3) years of related IT and/or customer service experience.  Knowledge of computer science, Microsoft operating systems and MS applications.   Industry certifications such as CompTIA’s A , Network and Security and Help Desk Institutes' Certifications or ITIL Certifications are preferred.  Position must possess a valid driver’s license issued by the state of Montana or attain a Montana driver’s license within six months of hire and be insurable under the County’s liability policies. 

As a condition of hire, the final candidate will be required to successfully pass a criminal history check and background investigation. 

For application consideration, the following documents are required to be submitted with application:

• Cover Letter
• Resume’
• Three (3) references

Gallatin County is an Equal Opportunity Employer:
Gallatin County is an equal opportunity employer. All applicants will be considered for employment on the basis of merit and qualifications without regard to race, creed, religion, color, or national origin or because of age, physical or mental disability, marital status, or sex when the reasonable demands of the position do not require an age, physical or mental disability, marital status, or sex distinction.