END POINT TECHNICAL SPECIALIST-INTERMEDIATE - 04022024-56531

Job Information

LOCATION OF (1) POSITION TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, STRATEGIC TECHNOLOGY SOLUTIONS DIVISION, HAMILTON COUNTY

This position requires CJIS & FTI fingerprints. This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.

The position will have an option for remote work. However, they will work onsite 90% of the time.

Qualifications

Education and Experience: Graduation from an accredited college or university with a bachelor's degree and three years of experience in the maintenance of computer and server hardware, desktop and server operating systems, administration of network file servers, network hardware devices or wireless network devices, or the correction of other related system operations problems for computer or server system hardware and operating systems.

Substitution of a Specific associate degree for the Required Bachelor's Degree: Graduation from an accredited college or university with an associate degree in information technology specific may substitute for the required bachelor's degree.

Substitution of Education for Experience: Any graduate coursework in Information Technology may substitute for the required experience on a year-for-year basis to a maximum substitution of one year. (Thirty-six graduate quarter hours or a master's degree in the above fields is equivalent to one year of experience.)

Substitution of Experience for the Specific Associates Degree: Professional-level experience in any one of the following areas may substitute for the required associates degree on a year-for-year basis to a maximum substitution of two years: maintenance of computer and server hardware, desktop and server operating systems, administration of network file servers, network hardware devices or wireless network devices, or the correction of other related system operations problems for computer or server system hardware and operating systems.

Summary

Responsibilities

Making Decisions and Solving Problems:

1. Provides contact and problem solving resolution for all users with hardware, software and applications problems.
2. Researches problems and uses troubleshooting skills for resolution.
3. Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.

Evaluating Information to Determine Compliance with Standards:

1. Reviews request from customer to verify accuracy and standards compliance.
2. Maintains, assigns and enforces security policies for all computers and installing or updating software.

Interacting with Computers making Decisions and Solving Problems:

1. Performs installations, configurations, and ongoing usability of network devices, desktop computers, peripheral equipment and software within established standards and guidelines.
2. Deploys workstation images to physical and virtual workstations.
3. Activates/Deactivates network connections.
4. Tests security and operating systems patches including drivers and firmware for compatibility.
5. Implements and maintains workstation antivirus malware protection and encryption on deployed workstations.
6. Provides troubleshooting of network connectivity issues.
7. Creates purchase request on behalf of agencies for hardware and software.
8. Creates and maintains base image for computing devices.
9. Creates and maintains group policy objects for computers, file directory services and users.
10. Provisions/De-provisions user or system access entitlements or data relative to electronically published services.
11. Manages hardware devices within directory services.
12. Creates and maintains login scripts and shared file rights for manager and user access rights.

Repairing and Maintaining Electronic Equipment:

1. Performs complex maintenance of computer equipment and peripherals.
2. Performs break-fix of computer equipment and peripherals of a complex nature.

Establishing and Maintaining Interpersonal Relationships:

1. Provides leadership by projecting a positive attitude, and providing learning incentives.

Getting Information:

1. Acquires data by receiving requests from agencies on the purchase of hardware or software.
2. Receives data from the problem management database.
3. Requests allocation of disk space for file servers.

Monitor Processes, Materials, or Surroundings:

1. Monitors and responds quickly and effectively to requests received through the IT helpdesk.
2. Reviews diagnostic programs to resolve or identify resolutions.
3. Reviews reports on the status of remote deployment of software distribution to agency selected target systems.
4. Monitors file server space utilization.
5. Monitors file server performance and utilization reports.

Analyzing Data or Information:

1. Solves hardware, software and wireless problems at remote locations.
2. Utilizes remote access tools to assist with resolving problems.

Updating and Using Relevant Knowledge:

1. Maintains general knowledge of all desktop systems and technologies in use.
2. Researches questions using available information resources.
3. Contributes to departmental productivity and development objectives by participating in training programs.
4. Meets with Information Technology staff, attends webinars, and reads industry related publications to remain abreast of advance technology.
5. Maintains knowledge of Encryption software.

Documenting/Recording Information:

1. Provides accurate and timely logging of problems and resolution for problems in the database.
2. Updates and maintains inventory for devices such as, Software licensing and key records.
3. Updates and maintains records for surplus, purchases, warranty, and reflection of current inventory locations, such as initial delivery, pickup, redistribution, and reassignment.
4. Maintains IT department documentation.
5. Obtains customer sign off to ensure customer resolution.
6. Creates and maintains procedures and documentation related to the installation of network, file services, workstations and peripherals.
7. Creates purchase request on behalf of agencies of hardware and software.

Interpreting the Meaning of Information for Others:

1. Acts as a liaison between customers and internal support staff to assure accurate problem interpretation.

Communicating with Supervisors, Peers, or Subordinates:

1. Assists users with resolutions of technical problems.
2. Identifies and escalates problems as appropriate following procedures.
3. Conveys concise problem information for service personnel.
4. Recommends changes or improvements to enhance customer service and/or reduce time of problem resolution.

Communicating with Persons outside Organization:

1. Maintains communications with customers during the problem resolution process.
2. Responds to agency queries in person, by phone or email.
3. Coordinates with agencies the delivery and pickup of desktop computers and/or peripherals equipment.
4. Prepares and advertises software packages for delivery to computers via software distribution systems for agencies.
5. Assists in the planning, scheduling, and logistics for hardware/software and peripheral replacement/refresh.

Training and Teaching Others:

1. Provides basic training and orients staff on the use of IT software.

Scheduling Work and Activities:

1. Contacts customer to schedule site visits to resolve and/or troubleshoot computer related problems.

Handling and Moving Objects:

1. Performs deliveries or picks up hardware and peripheral equipment.

Competencies

1. Functional/Technical Competency
2. Problem Solving
3. Customer Focus
4. Technical Learning
5. Learning on the Fly
6. Time Management
7. Written Communications
8. Approachability
9. Peer Relationship
10. Self-Development

Knowledge:

1. Office Automation System
2. Desktop Operation Systems
3. Mobile and Wireless Technology
4. Problem Management System
5. Desktop Security
6. Directory Service
7. Operation and Maintenance of Enterprise Shared File Services
8. Remote Software Distribution Utilities
9. Computer Hardware Encryption Programs or Utilities
10. Desktop Imaging Tools
11. LAN/WAN Hardware and Topology
12. End Point and Antivirus Protection
13. Systems and Configuration Management Software
14. Mobile and Wireless Management Software
15. Unified Communication Software
16. Encryption Software
17. Dual Factor Authentication Software
18. Identity Management Software
19. Email Archival Software
20. Email Antivirus and Spam Software
21. A+ Certification (preferred)
22. Desktop Certification (preferred)

Skills:

1. Analytical and Troubleshooting Skills
2. Customer Service Oriented Skills
3. Judgment and Decision Making Skills
4. Time Management Skills
5. Team Oriented Skills
6. Replace Hardware Components Skills
7. Skills to effectively use office automation software to communicate information to customers, coworkers and outside vendors
8. Skills to communicate with outside vendors on equipment related problems

Abilities:

1. Sound Localization
2. Category Flexibility
3. Gross Body Coordination
4. Deductive Reasoning
5. Flexibility of Closure
6. Inductive Reasoning
7. Memorization
8. Oral Comprehension
9. Oral Expression
10. Selective Attention
11. Speed of Closure
12. Written Comprehension
13. Written Expression
14. Extent Flexibility
15. Static Strength

Tools & Equipment

1. Personal Computer
2. Telephone
3. Fax Machine
4. Printer
5. Copy Machine
6. Server
7. Camera
8. Bar Code Scanner
9. Mobile Devices
10. Motor Vehicle
11. Projector/Audio Video Equipment

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license.
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.