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IT Field Support Technician I

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IT Field Support Technician I

Salary

$24.28 - $35.40 Hourly

Location

Boise, ID

Job Type

Full-Time with Benefits

Job Number

02261

Department

Information Technology

Opening Date

07/01/2024

Closing Date

7/7/2024 11:59 PM Mountain

• Description

• Benefits

General Summary

$24.28 - $35.40 - DOE

Ada County is a great place to work! We have more than 2000 employees dedicated to enhancing our community’s quality of life. Our Information Technology team is growing, and this is an excellent opportunity to be a part of taking this team to the next level.

We offer a competitive benefits package which includes excellent medical, dental and vision insurance; generous vacation and sick leave accrual beginning as soon as you start; 11 paid holidays a year; participation in one of the Nation's best state retirement systems which includes 11.94% employer contribution; various savings plans including a deferred compensation 457(b) plan with up to 3% county match; 401K plan; paid parental leave; life insurance; wellness programs; ongoing training opportunities and career pathing. This generous Ada County Total Rewards package increases the base salary by approximately 40 percent.

The Ada County Information Technology Department (AC-IT) supports the largest county in the State of Idaho. The department is divided into functional areas of Administration, Customer Support, Infrastructure, Project Management and Development for Client/Server/Web/GIS.

AC-IT provides computing and communications infrastructure, services, and innovation to the departments and elected officials charged with providing the services to the citizens of Ada County.

Learn more about Ada County Information Technology by visiting their website. Ada County Information Technology (https://adacounty.id.gov/informationtechnology/)

POSITION GENERAL SUMMARY:

The Field Support Technician provides individual computing and network support and provides computer support internally to Ada County employees. Support is performed independently or within a team helpdesk ticketing environment. Support is done of, but not limited to, computer hardware, software, enterprise data communication systems, wireless devices, routers, switches, and mobile telephones and hotspot equipment. The incumbent will troubleshoot to detect and solve technical problems, install or update required hardware and software and recommend computer products or equipment to improve county productivity. The field support technician will be required to travel to remotely supported offices as needed to assist in IT projects.

DISTINGUISHING FEATURES OF THE CLASS:

The Field Support Technician I assignments are well defined and of limited scope and technical complexity, using standard procedures and techniques. Guidance is readily available from other team members or management. Schedules, milestones, and priorities are usually provided by management.

Essential Functions

• Services equipment and/or products on site to include, all preventative maintenance, unscheduled maintenance, consumable changes, installations and start-ups;

• Interprets operation manuals to determine root cause of failures;

• Documents preventative maintenance, down time, issues and time spent preparing reports as needed;

• Performs preventive maintenance with little supervision;

• Notifies department management when replacement of equipment is necessary;

• Diagnoses mechanical, hardware, software and systems failures;

• Provides technical support to county employees on operational or maintenance of system tools and/or equipment;

• Identifies potential delays of technology and takes appropriate actions to eliminate or minimize their cause and/or impact on the project and Ada County;

• Maintains integrity and confidentiality;

• Protects confidentiality of records and information about staff; and use discretion when sharing any such information within legal confines;

• Participates in appropriate in-service and workshop programs and attend any required meetings;

• Displays the highest ethical and professional behavior in working with peers and supervisors;

• Installs, diagnoses, and troubleshoots intermediate to complex issues dealing with computer operating systems, applications, hardware, networks, and VoIP phone systems;

• Troubleshoots and solves common Microsoft based product issues;

• Troubleshoots wide area networking and local area networking problems;

• Gains feedback from customers about computer usage;

• Runs reports to determine malfunctions that continue to occur;

• Performs installations, upgrades, and modifications of computer hardware, software, phone systems, and network equipment;

• Serves as an intermediary between end users and third party vendors for hardware and software support issues;

• Documents support procedure within a helpdesk ticketing environment;

• Recycles electronic devices such as, computers, servers, printers, and associated devices.

ADDITIONAL FUNCTIONS

• Performs related duties as required.

Job Requirements

• Associates degree from an accredited university in Computer Science or related field or equivalent combination of education and experience;

• 1+ years of experience in a technical support role, providing desktop and software support of an enterprise level infrastructure;

• Previous experience in local and wide area networking and telephone systems;

• Proficient in Microsoft Office 365 applications;

• Familiar with Microsoft product line, phone systems, and all end user devices;

• Understanding of networking technologies and protocols, especially TCP/IP;

• Understanding of voice and data cabling technologies and troubleshooting procedures;

• Knowledge of current equipment technology;

• Knowledge of desktop operating systems;

• Knowledge of PC hardware. Proficient in performing break/fix, installations, patching, and upgrades;

• Working knowledge of PC desktop operating systems and applications;

• Working knowledge of Internet related equipment;

• Strong knowledge background of PC environments;

• Skill in telephone and voicemail system management;

• Skill in identifying problems, evaluating options, and recommending solutions;

• Ability to troubleshoot and repair PC and telephone issues;

• Ability to supervise repairs by outside vendors;

• Ability to follow written and verbal instructions;

• Ability to present ideas logically and effectively;

• Ability to exercise sound judgment;

• Ability to work independently and as part of a team to accomplish division and department goals;

• Ability to maintain the atmosphere of professional standards when dealing with all situations;

• Ability to support all departments in Ada County;

• Demonstrate excellent integrity and good moral character and initiative;

• Demonstrate the ability to communicate effectively both orally and in writing, using proper grammar and vocabulary;

• Demonstrates interpersonal skills;

• Awareness of techniques and methods to develop teamwork;

• Must be available during non-business hours for ON-Call work or in the event of an emergency.

• OTHER REQUIREMENTS

• Must possess and maintain a valid driver’s license;

• Must pass a criminal background investigation;

• Must treat coworkers, users and the public with the utmost respect and regard for good public relations;

• Working hours are generally from 8:00 a.m. to 5:00 p.m., Monday through Friday, but may vary with the needs of the County and may include evening or weekend work in the event of serious systems problems.

Work Environment & Physical Demands

• Work is performed primarily in an office environment and the employee in this class is subject to inside environmental conditions;

• The employee must occasionally lift and/or move up to 40 pounds;

• Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.

DISCLAIMER:

To perform this job successfully, an individual must be able to perform the primary job responsibilities satisfactorily with or without reasonable accommodation. The above statements are intended to describe the general nature and level of work being assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of individuals in the job. This job description is not an employment agreement and/or an expressed or implied employment contract. Management has the exclusive right to alter this job description at any time without notice. Ada County provides Veteran's Preference for all County jobs except for those deemed "key positions" in accordance with Title 65, Chapter 5 of Idaho Code.

Ada County recognizes that employees are our most valuable asset. We are proud to offer a comprehensive benefits package to benefit-eligible employees designed to support the health, wellness and long-term financial stability of our employees and their families.

Healthcare:

• Low-cost medical, dental, vision premiums and deductibles

• Post-employment health savings account

Retirement and Investments Plans:

• PERSI retirement benefits

• 457(b) post or pre-tax investments options with up to 3% employer match

• 401(k)

Wellbeing Program:

• Employee Assistance Program for short-term counseling on work, family, finances, and personal concerns.

• Free ACHD Commuter ride vanpool program

• Free bus pass

Paid-leave:

• 11 paid holidays per year

• 8 weeks paid Parental Leave

• Approximately 96 hours of vacation accrual for full-time employee

• Approximately 96 hours of sick accrual for full-time employee

• 5 days paid bereavement leave

Life & Short-Term Disability Insurance

• Basic Life Insurance employer paid if benefit eligible

• Short Term Disability employer paid if benefit eligible

Optional Benefits:

• Pre-tax Flexible Spending Account and Dependent Care Account

• NCPERS Decreasing Term Life Insurance

• Supplemental Employee, Spouse, Child Life Insurance

• Supplemental Long-Term Disability Insurance

• AFLAC

Visit us at adacounty.id.gov/Human-Resources/Employee-Benefits to view details regarding our benefits package, including: paid leave, healthcare benefits, retirement benefits, and more!

Agency

Ada County

Department

Information Technology

Address

200 W. Front St. Suite #3269 Boise, Idaho, 83702

Website

www.adacounty.id.gov

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