Hybrid Field Support Technician I bei Ada County, ID

About the Department

The Field Support Technician provides individual computing and network support, and provides computer support internally to Ada County Sheriff’s Office employees and partner agencies. 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 such as computer lease returns, consolidation of office space, and phone system installation.

Distinguishing Features 
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.
The Field Support Technician II assignments are well defined and of moderate scope and technical complexity, where technical supervision provides an outline of the tasks to be performed and suggestions as to methods of approach and procedure to be followed. Guidance is readily available from other team members or management. Consults with team leader and/or management to develop schedules, milestones, and priorities.
The Field Support Technician III Assignments are of a complex nature and require technical sophistication, including the generation and use of new techniques. Guidance is given in the form of general instructions on new assignments. Ensures that schedules, milestones, and priorities are compatible with other department goals and projects. May act as a team or project leader on smaller projects.Shift Information
General Monday - Friday shift with some flexibility, this may include work outside normal assigned hours in the event of serious systems problems or on-call scheduling.

Low cost medical, dental, and vision insurances

Idaho PERSI retirement plan

Deferred Compensation plan 457(b) with a County match of up to 3%

Flexible Spending Accounts – Health and Dependent Care

Post-Employment Health Plan – 50% of unused sick leave above 240 hours

Employee Assistance Program (EAP)

No cost basic life, accidental death, and short-term disability insurances

Eleven (11) paid holidays annually

Paid vacation leave, sick leave, and parental leave

No cost gym access at three (3) County owned gym facilities

Wellness Program

Optional 401(k) and/or Roth IRA

Position Duties

Field Support Technician I

• 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 for product movement;
• Performs preventive maintenance with little supervision;
• Orders, expedition and notifies management when replacement of equipment is necessary;
• Diagnoses mechanical, hardware, software and systems failures;
• Identifies and escalates design issues to engineering and management for resolution;
• Provides technical support to county employee on operational or maintenance of system tool and/or equipment;
• Identifies potential delays of technology and take appropriate actions to eliminate or minimize their cause and/or impact on the project and Ada County;
• Maintains integrity and confidentiality in division and programs operations;
• 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 subordinates and supervisors;
• Resolves technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems;
• Diagnoses and troubleshoots intermediate to complex issues dealing with computer operating systems, applications, hardware, networks, and analog/VoIP phone systems; 
• Troubleshoots and solve common Microsoft based platforms (Windows 7, Windows 10, Microsoft Office Suite, Etc.) and common hardware used throughout Ada County (Dell, Mac, and HP);
• Troubleshoots wide area networking and local area networking problems;
• Installs computer peripherals for users;
• Gains feedback from customers about computer usage;
• Runs reports to determine malfunctions that continue to occur;
• Demonstrates excellent verbal and written communications skills;
• 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.

Minimum Qualifications

Field Support Technician I

• Associates degree from an accredited university in Computer Science or related field or equivalent combination of education and experience;
• 1 -3 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 system software and equipment technology;
• Knowledge of desktop operating systems through Windows 10;
• 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 excellent organizational skills;
• Skill in telephone and voicemail system management;
• Skill in good presentation and communication skills;
• Skill in identifying problems, evaluating options and recommending solutions;
• Ability to troubleshoot and repair PC and telephone issues;
• Ability to create security ID badges and assist with maintenance of the security system;
• 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 perform the duties of a network technician;
• 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;
• Exhibit a personality that demonstrates interpersonal skills;
• Awareness of techniques and methods to develop teamwork.

Other Requirements

• Must possess and maintain a valid driver’s license;
• Must pass a criminal background investigation and polygraph exam;
• Must treat coworkers, users and the public with the utmost respect and regard for good public relations;
• The position is required to be on-call in order to perform the primary job responsibilities

Other Qualifications

• 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 essential functions 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.

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