Organization

Technical Support

Pay

$21.23

Pay Frequency

Hourly

Full Time / Part Time

Full time

Job Summary

Under close supervision, provides technical assistance directly to end-users by performing the following duties.

Job Description

All candidates conditionally offered transfer, promotion or initial hiring into a DOT/safety-sensitive position shall submit to testing for drugs and alcohol and test negative before performing any job functions that are safety-sensitive or require a CDL. External job applicants with a confirmed positive drug or alcohol test result shall be denied employment and shall be required to wait one year before applying for another position within Tulsa County.

ESSENTIAL JOB FUNCTIONS

• Provide tier 1 support to customers on a wide variety of technical issues and requests relating to hardware, software, systems, accounts and peripherals.
• Respond to customer requests via phone, email, chat or in person in a timely manner and document them within the incident management system.
• Diagnose, evaluate, resolve and perform root cause analysis for complex problems, and when appropriate, escalate them to the appropriate IT groups for resolution.
• Assist with password resets, end-user access requests, and any other identity management needs.
• Deploy large-scale hardware and software upgrades throughout the County as items reach end of service life.
• Develop knowledge base articles for typical problems and recommend procedures and controls for problem prevention.
• Provide excellent customer service and communicate effectively and tactfully with customers, co-workers and vendors.
• Provide on-call 24/7 support for critical areas on a rotating schedule.
• Perform other duties as assigned.

Additional Job Description

REQUIRED KNOWLEDGE SKILLS AND ABILITIES

Knowledge Of:

• A wide variety of technologies including computing devices, operating systems, network technologies, printers and peripherals, mobile devices and a variety of software applications

Skills in:

• Analytical problem-solving, troubleshooting and analysis, customer service, and interpersonal communication
• Methods and techniques used in the installation, troubleshooting, problem resolution and maintenance of information systems hardware and software

Ability to:

• Support a variety of users with unique needs and skill levels
• Translate user needs into viable solutions
• Work collaboratively to make necessary decisions and respond to emergency situations effectively

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or GED; and over one year of satisfactory full-time paid employment in an Information Technology position or a related field. Graduation from an accredited college or university, with an Associate Degree or Bachelor’s Degree in Information Systems, Computer Science or other related field; or any suitable combination of education, training or experience may substitute one year of experience

LANGUAGE SKILLS

Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Ability to write speeches and articles for publication that conform to prescribed style and format. Ability to effectively present information to top management, public groups, and/or boards of directors.

MATHEMATICAL SKILLS

Ability to apply advanced mathematical concepts such as exponents, logarithms, quadratic equations, and permutations. Ability to apply mathematical operations to such tasks as frequency distribution, determination of test reliability and validity, analysis of variance, correlation techniques, sampling theory, and factor analysis.

REASONING ABILITY

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

CERTIFICATES, LICENSES, REGISTRATIONS

Valid Oklahoma Driver's License.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand and walk. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, or crawl. The employee must regularly lift and/or move up to 10 pounds and occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to outside weather conditions. The employee is occasionally exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; and risk of electrical shock. The noise level in the work environment is usually moderate.

EEO STATEMENT

Tulsa County does not discriminate against any individual because of race, color, sex, age, religion, national origin, ancestry, marital status, disability or political affiliation (except when such person advocates or belongs to an organization which advocates the overthrow of our constituted government by force or violence) with regard to all terms, conditions, eligibilities, and privileges of employment for all positions in the County.

NOTE: Job descriptions are subject to change based on changing business needs and conditions.

Location

HQ