Under administrative direction of the Director of IT Services, the role of the IT Support Specialist is to ensure a seamless, efficient, hassle free IT environment for the county’s end users along with maintaining and promoting security of that environment. Technician assists in providing IT support for the City of Mount Vernon and other supported entities. The technician will support, maintain, and install equipment to support the operations and workflow of the computer users along with assisting in other technically-related matters. The Technician will also assist the rest of the Information Technology team in their projects as deemed necessary.

ESSENTIAL JOB FUNCTIONS:

• Perform remote troubleshooting through diagnostic techniques and pertinent questions;
• Determine the best solution based on the issue and details provided by end users;
• Walk the customer through the problem-solving process;
• Act as the first level of IT support for County and City departments;
• Direct unresolved issues to the next level of support personnel;
• Provide accurate information on IT products or services;
• Record events and problems and their resolution in logs;
• Follow-up and update end user status and information;
• Pass on any feedback or suggestions by end users to the appropriate staff member;
• Identify and suggest possible improvements on procedures;
• Offer troubleshooting of network and server issues; 
• Assist in IT projects as necessary

NON-ESSENTIAL JOB FUNCTIONS:

• Performs related non-essential functions as needed.

Associate’s degree in related field or equivalent certifications and professional IT experience required. Bachelor’s Degree in related field is preferred. Must possess a valid driver’s license and acceptable driving record. Must meet and maintain all required licenses and certifications as a continued condition of employment. Must pass a law enforcement background check and other types of background checks as necessary.

I. JOB REQUIREMENTS

Equipment:

Ability to operate a variety of office equipment such as, but not limited to, computers and components, servers, copiers, printers, scanners, video projectors, tablets, smartphones, switches, and modems. Ability to competently utilize a wide variety of computer and networking tools, software, and hardware. Individual uses appropriate personal protective equipment when necessary. Ability to operate a motor vehicle safely.

Critical Skills/Expertise:

• Ability to make decisions based on available information autonomously and independently.
• Communicates professionally and effectively with internal and external users/vendors, both orally and in writing;
• Organizes and prioritizes work assignments, multi task with accurate focus and refocus in a fast paced environment;
• Delivers excellent customer service, externally and internally;
• Knowledge of Microsoft server and workstation ecosystems utilizing Active Directory, Office365, Group Policy, etc.; 
• Efficiently operate computer programs such as, but not limited to, Microsoft Office Suite, and agency specific programs;
• Ability to apply critical thinking skills, define and solve problems, collect data, establish facts, draw valid conclusions using judgment, and analytical skills;
• Proficiency in grammar, writing, mathematical skills, spelling, and punctuation;
• Thorough knowledge, adherence and aptitude to follow safety policies, procedures and practices; and
• Thorough knowledge, adherence and aptitude to follow federal, state, county, and department policies and procedures, laws and regulations.

II. DIFFICULTY OF WORK

Work consisting of complex, varied, standardized and non-standardized tasks requiring application of numerous laws, rules, regulations, policies, and procedures.   Individual must be able to professionally address and work with potentially upset users.

III. RESPONSIBILITY

Individual must demonstrate multi-tasking and organizational skills.  Individual must adhere to departmental rules and procedures regarding confidentiality due to the nature of information that is accessed.   Individual makes choices or decisions without supervisory input on most daily activities, such as establishing priorities or making referrals to other agencies.  Supervisor does provide general guidance, but allows the individual the ability to plan the procedures and methods to accomplish objectives.  Individual must perform as a team player.  Errors in work may cause inaccuracies in reports, records, or technical data resulting in inaccurate or incomplete information.

IV. PERSONAL WORK RELATIONSHIPS

 Contact is with co-workers, employees from public and private sector organizations and the public. The purpose of these contacts is to guide and direct, check on progress of work assigned, coordinating services, and job development/referrals, make recommendations and handle questions about department, programs and client concerns.

V. PHYSICAL EFFORT AND WORK ENVIRONMENT

Physical Requirements:  Individual performs light work, which may require lifting up to fifty (50) pounds occasionally.

Physical Activity: Individual performs the following physical activities: standing, walking, manual dexterity, grasping, climbing ladders, accessing crawl spaces, crawling, talking, and listening.

Visual Activity:  Individual performs work where the seeing job is close to the eyes.