Specialist - Jr Tech Support

Employment

Terms:

This job is a full-time, non - exempt, benefited position in the Technology and Operations Division that reports to the Coordinator - Help Desk.

Schedule: This is a 40hr position that works primarily at the Lawrenceville campus but may occasionally work on the Alpharetta North-Fulton Campus.

Minimum Qualifications (Job Code A1845)
High School diploma and one (1) related certification. Examples of these include, but are not limited to: (Experience may substitute for the certifications on a year-for-year basis.)

Preferred Qualifications: In addition to the minimum qualifications, an Associate’s degree from an accredited college in Computer Science or a computer-related area, and/or additional industry certifications.

Under general supervision, installs and maintains workstations and other technology applications according to established specifications. Upgrades operating systems and application software. Troubleshoots problems and provides customer assistance and training. Determines technology needs of internal and external customers and recommends solutions to meet their needs. May coordinate the division's satellite and two-way interactive video activities. Assists in maintenance of current records for equipment.

Maintains the division's network security and integrity. (Performed by all incumbents)

• Performs regular back-up and ensures others comply with back-up procedures.
• Adds and deletes users, user directories, passwords and applications as needed.
• Executes recovery procedures according to established guidelines.
• Controls and maintains inventory of assigned equipment according to agency guidelines.
• Assures that software is utilized according to license agreements.
• Tests applications before installation on networks.

Installs and maintains personal computer hardware, networks, and software for internal and external customers. (Performed by all incumbents)

• Ensures that products for installations are available and operative.
• Schedules installation at customer site in a timely manner.
• Completes the installation with minimum disruption to the customer and within the established time frame.
• Converts old system data to new system accurately and within a timely manner.
• Tests installed products according to agency standards.
• Works effectively with users to plan appropriate locations for equipment.
• Maintains, repairs, and installs computers, networks, and related equipment minimizing time and financial expenditures when possible and complying with applicable policies and procedures.
• Coordinates testing with customers, vendor personnel, and other support groups to ensure timely problem resolution.
• Requests assistance from upper-level technicians when required.
• Suggests efficient new procedures for resolution of problems.

Provides quality service to internal and external customers by addressing problems or issues involving hardware, software or networks through a help desk function. (Performed by all incumbents)

• Answers customer inquiries received in writing, by telephone, or through electronic mail in an appropriate and timely manner; reads communications thoroughly or listens attentively to customers.
• Poses appropriate questions to facilitate problem determination and applies analytical or research techniques and judgment to isolate or clarify problems, gauge severity and establish priority.
• Confirms warranty and maintenance coverage where equipment is involved.
• Assumes responsibility for assignment until customer problem is resolved or reassigned.
• Resolves problems or escalates more difficult issues to appropriate division personnel. Identifies outside resources, where appropriate, and assists customers to access those resources.
• Responds to customer follow-up inquiries in a timely manner and keeps customer updated on resolution progress.
• Verifies problem resolution with customer to ensure customer satisfaction according to division guidelines. Utilizes customer evaluations to implement service improvements.
• Enters all required problem information into a tracking system in accordance with prescribed procedures.
• Provides problem tracking reports to managers and customers as requested.
• Post solutions and suggestions on Web page for benefit of other users.

Installs and supports network operating systems to meet the needs of internal and external customers. (Performed by some incumbents)

• Installs and configures network operating systems according to project plan. Ensures others follow specifications when installing.
• Builds and maintains shared network resources according to project plan.
• Monitors performance of servers.
• Coordinates the utilization of existing equipment to optimize efficient and effective use.
• Installs hardware and software upgrades according to established specifications.
• Writes and tests installation instructions for configuration on networks.
• Installs predetermined and customized configurations to ensure maximum customer satisfaction.
• Performs troubleshooting on network…