Technical Support Analyst

Compensation Range

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Job Description Summary

This Information Technology Technical Support Center (TSC) Analyst is a dual purpose, onsite position responsible for delivering high quality technical support, onboarding and offboarding processing, cellular device management and issue escalation oversight.

This role requires daily face-to- face interaction, organizational and communication skills along with advanced decision-making and will provide daily onsite setup, configuration and support for various hardware resources, including laptops, desktops and cellular devices.

The role coordinates and executes in-person meetings, training and support experiences with IT directors, county personnel and vendors to ensure high-priority and complex technical issues are addressed in a timely, accurate, and customer-focused manner to ensure resolution and continuous improvement of IT customer service delivery.

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Job Description

Technical Support - 75%

• Daily commitment as a service-focused, knowledgeable, and reliable client support professional.
• Perform detailed analysis, diagnosis, and resolution of complex end-user problems and provide recommendations to implement corrective solutions, including deskside repair as needed.
• Receive, document, and respond to incoming calls, e-mails, walk-in, and/or off-site support requests.
• Utilize and build upon established procedures related to the identification, categorization, prioritization, and resolution of client support requests.
• Install, configure, test, maintain, and monitor end-user workstations and related hardware and software as required.
• Escalate complete problems for assistance through subject matter experts as needed.
• Develop and document technical resources for use by peers within the established knowledgebase.
• Document asset management changes within the inventory system.

Project - 25%

• Participate in and support ongoing projects as requested.
• Support ongoing cybersecurity initiatives and topics.
• Communicate project information to TSC staff for training and feedback.
• Identify additional opportunities to engage with and support ongoing changes in technologies.

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Required Qualifications

Required Education

• Bachelor's Degree or 4 years Technical Support/Help Desk

Required Experience

• 1 year Technical Support / Call Center / Desktop Support

Skills and Abilities

• Experienced with the setup and configuration of Windows, Microsoft Office 365 products, and other standard/daily use applications. (High proficiency)
• Knowledge of standard desktop and laptop hardware components and associated peripherals. (High proficiency)
• Working knowledge of a range of diagnostic and mass deployment utilities. (Medium proficiency)
• Familiarity with the advanced principles of ITIL and PMP. (Medium proficiency)
• Proven track record of understanding and meeting customer expectations through service level agreements. (High proficiency)
• Basic understanding of project management principles. (Medium proficiency)
• Strong oral and writing skills. Must be able to interact with multiple groups within the team at many levels. (High proficiency)
• Familiarity with CJIS, HIPAA, and PCI policies and procedures. (Medium proficiency)
• Candidate must pass criminal background check prior to employment start date.

Licenses and Certifications

• DL NUMBER - Driver License, Valid and in State Must have and maintain a valid Colorado driver’s license and use of personal, insured vehicle. Dependable transportation and auto insurance, maintained at all times, as required by State law. Required
• CompTIA A+ Certification Preferred
• HDI - Help Desk Institute Preferred
• Information Technology Infrastructure Library (ITIL) Preferred
• Driving is essential in this position.
• Candidate must have a valid Driver’s License and Liability Insurance Upon Hire Required
• Candidate must pass a Motor Vehicle Record (MVR) evaluation and if hired, will be subject to continuous monthly MVR monitoring and random drug screens throughout employment. Upon Hire Required
• Pre-employment substance screening is required for this position.
• Candidate must pass a background check per requirements.
• This position is subject to a pre-employment drug screening. Employment is contingent upon successfully passing the screening in accordance with Weld County policy.

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Use the link below to get a closer look at the generous benefits offered:

https://www.weld.gov/Government/County-Information/Join-Our-Team/Employee-Benefits

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Weld County is an equal employment opportunity employer. We ensure that all employment practices are conducted without regard to race, color, religion, sex, national origin, age, disability status, marital status, sexual orientation, gender identity or expression, genetic information, protected veteran status or any other protected status in accordance with federal, state, and local laws. Weld County pledges to uphold a work environment free from discrimination and harassment, promoting fairness and dignity for all employees. We actively take affirmative action to comply with nondiscrimination policies and invite qualified individuals in need of reasonable accommodations to contact our Human Resources Department at [email protected] or (970) 400-4234.