Juvenile Probation Department - Support Services Specialist, Intermediate

Acceptable Experience and Education

Bachelor’s degree in Computer Science or Microcomputer Technology or closely related field and three (3) years of technical support, help desk, or call center customer service experience,

Preferred one (1) year of experience in programming and SQL commands

Or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Must have or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso.

Proof of automobile liability insurance coverage is required.

Possess and maintain recognized current certification, or complete specialized training to ensure up-to-date knowledge of job-related skills and technology.

In order to access the County’s network and systems, a personal mobile smart device is required by the hire start date.

Knowledge of: concepts, practices and procedures within a Help Desk environment; basic computer hardware, including wireless communication and computing devices such as cellphone and/or tablet type devices; desktop and server operating systems; including all current Windows or industry standard OS, current MS Office products, and ancillary software packages, in-house applications and software, and Internet Explorer; diagnostic utilities;
English usage, grammar, punctuation and spelling; techniques for effective interpersonal communications; modern office procedures, methods and computer equipment to include Windows and Microsoft based products. Programming and SQL commands. Skill/Ability to: complete projects on time and within budget; operate personal computer using standard office operating software and general office equipment; prepare and maintain records, maintain filing systems, compile and organize information;

communicate effectively both orally and in writing; promote program activities; make mathematical computations; prepare clear, concise and comprehensive written reports, and staff studies; schedule, supervise, train and evaluate assigned staff; and establish and maintain cooperative and effective relationships with those contacted during the course of work. Pass a background investigation

Each and every county position requires the following professional skills and abilities as key and necessary elements of performance:

• Demonstrate regular and reliableattendance;
• Work well with others and participate fully in a team oriented environment;
• Interface with other employees and customers in a courteous and respectful manner;
• Maintain strict confidentiality;
• Project positive support of their department and organizations receiving IT service at all times; and,
• Maintain and enhance the County’s commitment to customer service excellence.

• Fields incoming help requests from end users via both telephone and email in a courteous manner
• Sets up user accounts and shared resource accounts in accordance with established guidelines
• Ensures all new service requests and customer inquiries are logged into the Help Desk ticketing system, checks automated ticket generating system for new requests, and performs customer surveys and quality assurance checks in all closed tickets
• Follows up on open requests by discussing with technical support staff
• Assists in hardware/software releases and roll-outs and communicate with user departments on status and manage issues raised to the help desk, elevate issues to other teams if necessary
• Assists in the design phase, translating user needs and technical specifications into functional software designs
• Assists in designing, developing, and maintaining databases and reports used by the software and end-users. Identify opportunities for automation within support workflows and propose or implement solutions
• Documents all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue
• Builds rapport and elicits problem details from help desk customers
• Prioritizes and schedules problems. Escalates problems (when required) to appropriately experienced technician
• Applies diagnostic utilities to aid in troubleshooting
• Assists to update and maintain the various departmental websites and applications
• Train staff on new tools or systems developed in-house, ensuring smooth adoption and usage
• Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
• Assists in identifying and resolving errors, bugs, and glitches in the code of existing software programs
• Identifies and learns appropriate software and hardware used and supported by the organization
• Performs preventative maintenance, including checking and cleaning of workstations via remote control, calling in printers for vendor maintenance, and checking peripherals via help desk tools
• Tests fixed errors to ensure problem has been…