Information Technology Support Specialist

Typical Duties - Duties include, but are not limited to the following

• Provides desk-side assistance for issues or requests that cannot be resolved by remote means at sites as assigned.
• Readily accepts assignments requiring commuting between county facilities to collect and distribute computing assets required by end users.
• Provides technical support services and customer support during field assignments or dispatches.
• Manages all on-site computer installation, repair, maintenance, and testing tasks.
• Diagnoses errors or technical problems and determining proper solutions.
• Assists in the identification, confirmation, and accuracy of data to be used for annual Lifecycle Equipment Replacement program (LERP) and distributes computing assets and updates records for all changes in hardware assignments.

• Create, triage, and update service request and incident report tickets for incoming requests for technical assistance.
• Creation, updating, and tracking of service request and incident report tickets results in the operation of the Service Desk as the single point of contact for all the county's computer user's needs.
• Identifies, diagnoses, and resolves tier-one technical problems for users of computer software and hardware, county network, the Internet and new computer technology in a call center environment; communicates solutions to end-users.
• Manages the end-to-end lifecycle for user reported issues and tracks status, as well as communicates progress in a timely manner; general technical support service is provided by way of telephone, email, remote desktop session and in-person for walk-in customers.
• Escalates unique, complex, or highly time-consuming problems to higher tier subject matter experts.

• Deploying or removing employee computing systems, services, and access rapidly as to minimize downtime.
• Administration of incoming, transferring, and departing employee's access credentials and privilege.
• Perform data retention activities on departing end user's computer and network drives in accordance with the agency's public disclosure request guidelines and policies.
• Process employee action requests to facilitate the provisioning, transferring, and de-provisioning of new hire, transferring, and departing employee's hardware, application, and network related information technology services.
  

• Proactively collaborates with other technical teams, collects information, determines solutions, and documents steps for troubleshooting common hardware, application, and network related issues resulting in effective request, incident, and problem management.
• Contributes to supporting and improving the unit’s formal processes and tools.
• Other duties as assigned by supervisor.

Requirements for the Position

• The finalist for this position will be required to pass a criminal history background check, including finger printing; however, conviction of a crime may not necessarily disqualify an individual for this position.
• Must possess a current driver's license in the applicant's state of residence and an acceptable driving history. Marion County will obtain a copy of the driving record for all qualified applicants from Driver and Motor Vehicle Services and review the driving record according to the Marion County policy and procedure for Driving on County Business. The policy can be found at: http://apps.co.marion.or.us/APAP/.
• This assignment is represented by a union.
• This is a Temporary position, which is eligible for overtime.
• Typical Work Schedule: Monday - Friday, depending upon the needs of the department and program.

PUBLIC SERVICE LOAN FORGIVENESS
Marion County is a qualifying public employer for the Public Service Loan Forgiveness Program. Through the Public Service Loan Forgiveness Program, full-time employees working at the County may qualify for forgiveness of the remaining balance on Direct Loans after 120 qualifying monthly payments under a qualifying repayment plan. Questions about your loan eligibility should be directed to your loan servicer or the US Department of Education.

VETERANS’ PREFERENCE
Applicants are eligible to use Veterans’ Preference when applying with Marion County in accordance with ORS 408.225, 408.230, and 408.235 and OAR 105-040-0010 and 105-040-0015. Preference will be awarded only if the applicant meets the minimum requirements of the position and attaches the required documentation at the time of application.

DOCUMENTS REQUIRED FOR VETERANS’ PREFERENCE

• One of the following:
  • MEMBER COPY 4 of the Certificate of Release or Discharge from Active Duty (DD Form 214 or 215); OR
  • Letter from the US Department of Veterans Affairs indicating receipt of a non-service connected pension; OR
  • Certification that discharge or release from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate.

• In addition to one of the above documents, Disabled Veterans must also submit one of the following:
  • A copy of their Veterans disability preference letter from the Department of Veterans Affairs; OR
  • Certification that medical separation from active duty under honorable conditions will take place not later than 120 days after the submission of the certificate.

You can request copies of your military service record through the National Archives website at http://www.archives.gov/veterans/military-service-records/

Marion County is an Equal Opportunity, Affirmative Action, Veteran and Disability employer committed to increasing the diversity of its workforce.