Under close supervision, provides basic technical support functions for Teton County or a major County department; provides technical support and maintenance duties for Information Technology (IT) system operations; troubleshoots and resolves basic problems, and maintains standard computer applications.
PRIMARY DUTIES AND RESPONSIBILITIES:
- Responds to client inquiries and requests for service; interviews user to collect information about technology problems and technical issues, and leads user through diagnostic procedures to determine source of error; researches and isolates error sources, and implements technical solutions to resolve user problems within scope of authority and training; duties may vary according to job assignment and work skills.
- Provides technical support, training, and assistance to employees; explains IT issues, and resolves problems according to County standards, guidelines, and procedures; repairs and replaces hardware and updates software; follows up with users to verify the basic functionality of the users’ systems.
- Refers complex problems which are beyond the skills of the IT Technician to senior technical staff, and tracks the problem until it has been resolved.
- Assists with maintenance of hardware, peripherals, and software applications.
- Assists with troubleshooting operational issues in the network.
- Maintains equipment, computers, and software; troubleshoots malfunctions and corrects them according to standard procedures; inspects and repairs work stations.
- Documents work completed; maintains work log of service requests, equipment malfunctions, errors and failures.
- Supports the relationship between the Teton County staff and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and County staff; maintains confidentiality of work-related issues and County information; performs other duties as required or assigned.
Additional Info & Requirements
Education and Experience:
- High School Diploma or GED equivalent; AND one year of computer system maintenance experience; OR equivalent combination of education, training, and experience.
Required Licenses and Certifications:
- Must possess a valid Wyoming/Idaho Driver’s License and maintain an acceptable driving record.
- Computing Technology Industry Association (CompTIA) professional IT certification within six months of hire date.
- Additional technical skills training and certifications may be required for some incumbents.
Required Knowledge of:
- County policies and procedures.
- Basic principles of IT operating systems and technical support.
- Safety rules and regulations, occupational hazards, and safety precautions in IT work sites.
Required Skills in:
- Operating computer systems, related software applications, and peripheral devices.
- Effectively communicating job related technical terminology, both verbally and in writing.
- Learning to perform basic initial computer troubleshooting by analyzing descriptions from customers.
- Using basic tools, equipment, and procedures for installing, repairing, and maintaining computer software, hardware, and peripherals.
- Providing technical support and training to County departments and personnel.
- Establishing and maintaining effective working relationships with other staff.
- Communicating effectively verbally and in writing.
Physical Demands/Work Environment:
- Work is performed in a standard office and around County facilities; full manual dexterity and visual acuity are required to work in confined spaces and use precision tools and equipment; requires vision capacity to perform fine calibrations and differentiate between colored wires.