Associate Customer Support Specialist

Posting number: 2600344

Department: Clerk & Recorder's Office

Division: Operations

Job classification: Associate Customer Support Specialist

Posting type: Open

Categories: Administration, Customer Service

Summary

This position provides technical support and training for a variety of networked computing systems, audio/visual equipment, and broadcasting equipment. Duties include installation, configuration, maintenance, upgrades, and troubleshooting of a wide variety of desktop operation systems, software packages, hardware, peripherals, and audio/visual equipment. Employment is subject to the terms, conditions, and policies detailed in the Personnel Policies Manual (PPM). This position requires regular in-person presence as an essential job function.

Examples of duties

• Responds to customer support requests; provides general IT support. Provides excellent customer service in a timely manner. 
• Reviews and resolves services desk tickets/issues; assists with gathering customer support information for internal databases.
• Performs incident management, including installing, configuring, maintaining, troubleshooting, and repairing desktop operating system software, hardware, audio/visual, and peripherals. 
• Provides technical support for audio/visual or broadcasting equipment.
• Performs various IT service desk tasks, such as phone setups, name changes, setup of Audio/Visual equipment, shared drive access, printer access, distribution lists, and more requests from general to technical. 
• Uses remote system management tools to gather hardware and software inventories, install new or updated software and to provide remote management of desktop systems for troubleshooting purposes, upgrades, and configuration changes.
• Provides basic network support for desktop systems to include network connectivity, configuration, and virtual private networking.
• Performs and oversees account management of employees and third-party vendors/contractors.  
• Assists with technology-related employee onboarding and offboarding tasks, such as setup of computers, monitors, docking stations. Provides, verifies, and removes account permissions, software, hardware, and peripherals, ensuring account accuracy as assigned.  
• Assists with the initial account access process and enrolling users into Multifactorial Authentication (MFA). 
• Uses disk-imaging software to build new desktop systems and to maintain an image library for efficient tracking and use of products.
• Performs other duties as required.  

Supervision Exercised: This classification does not have supervisory authority; however, may be required to provide expertise or limited guidance or direction to employees, such as overseeing work quality, training, and guidance. Typically serves as a subject matter expert on the scope of functional area.
Supervision Received: Receives general supervision. This classification typically performs job duties by following established standard operating procedures and/or policies. Regular direction, guidance, and coaching from supervisor may be expected. There is a choice of the appropriate procedure or policy to apply to duties. Performance reviewed periodically.

Qualifications

Knowledge, Skills & Abilities

• Knowledge of service desk software and personal computer support processes, tactics, and techniques.
• Must possess strong analytica