End User Support Specialist - Lucas County Information Services bei Lucas County

• Provides guidance and assistance to users in response to written and verbal questions by phone, email or in person.
• Performs diagnosis, routing, and/or resolution of end user requests for support.
• Develops, prepares, and updates user manuals, training documents, and memorandums.
• Maintains and/or prepares records, reports and logs related to assigned functions.
• Maintains user accounts according to established procedures; maintains distribution lists.
• Performs post-resolution follow-up with end users to ensure problems are resolved.
• Manages work and delivers according to priorities set by management.
• Quickly identifies problem areas or situations, evaluates causes and takes appropriate action to resolve problems. Escalates technical issues or problems requiring more in-depth knowledge to appropriate resources.
• Provide support for the Help Desk processing work order requests from county end users following LCIS Help Desk policies and procedures.
• First Response for support for selected issues as assigned and based on skill set. 
• Assist management in obtaining quotes for services and support and expediting hardware & software purchases.
• Assist processing purchase transactions in financial system.
• Assist with tracking of department budget.
• Perform payroll date entry for the LCIS department.
• Assist manager in maintaining the Capital Assets Inventory and performing the general office inventory.
• Relies on experience and judgment to plan and accomplish goals. 
• Works on special assignments and projects as directed. 
• Performs other related duties as required and assigned.
• Must exercise a strict level of confidentiality when working with county data.

• Associate’s degree in office skills, computer science, technology or a related field OR equivalent work experience
• Proven analytical and problem-solving abilities.
• Knowledge of the proper use and operation of office equipment. 
• Experience in the use of Microsoft 365 software and Adobe Acrobat.
• 1-2 years’ experience with accounts payable processes including data entry, quotes and processing invoices.
• Strong documentation skills.
• Keen attention to detail.
• Ability to follow detailed management directions.
• Ability to work independently with little supervision.

KNOWLEDGE, SKILLS AND ABILITIES

• Basic knowledge of PC hardware and common software.
• Familiarity with one or more application systems within a given area i.e. Oracle, Microsoft 365.
• Exceptional written and oral communication skills.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work in a team-oriented and collaborative environment.
• Knowledge of information system terminology, concepts, functions, policies, and procedures.
• Organize and prioritize assigned tasks to meet established schedules, timelines, and/or deadlines.
• Effectively verify the accuracy of detailed data in a timely manner.
• Excellent work habits. Must be punctual and dependable.