Share Email Opening Title IT Support Specialist  Category Information Technology   Description Hiring pay range: $26.15 - $32.69/hr Full salary range: $26.15 - $39.23/hr   GENERAL PURPOSE OF JOB: Serves as a member of the IT Helpdesk team and manages service requests and incidents from customers. Manages phone and ticketing queues to ensure issues are resolved at the first point of contact via phone/email/remote/onsite desktop support or escalated to the appropriate team member(s). Maintains an open communication channel with customers until the issue is resolved. Provides hardware and software support for Garfield County departments in alignment with business requirements. Hardware includes desktop and laptop computers, tablets, cell phones, printers/copiers, scanners, and other computer peripherals.   ESSENTIAL JOB FUNCTIONS: (These duties are illustrative of typical essential responsibilities of the job, and may vary according to assignment) Help Desk Support Requests: 30% Supports IT Helpdesk requests. Responds to requests promptly, ascertains technical information, provides problem resolution whenever possible, and dispatches as appropriate. Manages incidents and requests with adequate documentation until resolution. Completes hardware and software support and troubleshooting tasks in alignment with service-level agreements. Communicates incident and request status with customers through personal contact and incident management tools. Workstation & Software Setup and Management: 20% Installs, relocates, and maintains workstations, network printers, and other hardware for employees and their approved business partners as assigned. Installs and configures County standard software. Helps with Active Directory, Microsoft 365, and other accounts for County systems while protecting the integrity of user login IDs and passwords. Technology Inventory: 20% Manages computer and software inventories and replaces equipment in alignment with refresh cycles. Documents computer equipment needs to management every quarter. Provides technical support for onsite, remote, and virtual meetings as assigned.   IT Project Assistance: 10% Contributes to completing projects, including upgrades, software installations, and migrations. Assists system and network administrators when requested. Maintains open communication channels with the customer and IT peers to ensure excellent service is delivered in alignment with business needs. Proactively communicates project schedules and logistics with customers, participates in meetings, and provides technical input. Continual Improvement: 10% Enhances personal proficiency and knowledge of County information systems and technology. Stays current with IT industry trends and explores ways to effectively apply innovative technologies to the work of Garfield County Government. Provides input on hardware and software standards. Shares responsibility for documenting technical information for the Helpdesk Knowledge Base. Assists with cross-training of other IT staff to provide backup coverage for critical Helpdesk functions.   Core Competencies: (Representing the Knowledge, Skills, and Abilities required in the position) Analytical thinking: able to consider the best approach and investigate alternatives. Communication skills: Able to communicate appropriately to convey information using both written and oral communication. Customer service: Deliver services that are efficient, personalized, and professional manner. IT Technologies: Proficient in a variety of IT software, hardware, and equipment including Microsoft Operating Systems, Microsoft 365 tools, LAN/WAN environments, and telecommunications and AV. Teamwork: Able to work together with a diverse group of people towards a shared goal, while considering the needs of others.   Position Requirements Minimum Qualifications: (Any combination of experience and education that would likely provide the required knowledge, skills, and abilities as determined by Garfield County may be substituted for the requirements above.)   Minimum Education & Experience: Associate degree or equivalent in an IT related field. Relevant experience should include 3 years of technical support with demonstrated proficiency in Microsoft operating systems, troubleshooting & supporting PC hardware, and providing support within a LAN/WAN environment of 400+ users. Previous experience in Telecommunications and AV experience is also required.   Licenses & Certifications: Valid Driver’s License Current Comp TIA A+, Microsoft, ITIL Foundations or equivalent certification preferred.   Note: This position requires a pre-employment background check with will include a Criminal Check, and Motor Vehicle Record. Employment is contingent upon successful completion of a Criminal Background Check.   Work Hours The standard work hours for this position are Monday through Friday, 8:00am to 5:00pm. Afterhours or weekends may be required for additional support for operations that run on differing schedules.   Required Travel: This position will travel to a variety of facilities and offices around Garfield County. Some meetings may be scheduled outside of regular work hours or on weekends. Additional travel may be required for trainings and educational meetings.   Physical Activities and Work Environment: The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform essential functions. While performing the essential functions of this job the employee is frequently required to reach, grasp, finger, stand and/or sit for long periods of time, walk, talk and hear; occasionally required to lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, peripheral vision, and ability to adjust focus. The job requires eye/hand coordination and manual dexterity to use office/medical equipment.   Full-Time/Part-Time Full-Time   Location Glenwood Springs, Colorado   Benefit Information To view our benefit package please go to https://www.garfield-county.com/human-resources/benefits-brochure/   Hiring Range $26.15 - $32.69/hr   Full Pay Range $26.15 - $39.23/hr   Driving Classification Essential   Number of Openings 1   Exempt/Non-Exempt Non-Exempt   Req Number INF-22-00002   Open Date 12/7/2022   About the Organization Garfield County, Colorado consists of rugged alpine vistas and high desert mountains in the Rocky Mountain region, which dwells along the Continental Divide. Garfield County is located in western Colorado, where outdoor recreation opportunities abound, including hunting, fishing, hiking, rafting and kayaking, biking, skiing and snowboarding. It is home to the second largest designated wilderness area in Colorado - the Flattops Wilderness, the world's largest mineral hot springs pool, a popular family ski resort, and Hanging Lake, designated as a National Natural Landmark by the Secretary of the Interior in 2011.   EOE Statement Garfield County is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.   This position is currently not accepting applications. 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