Service Delivery Specialist II- Information Technology (1024)

Coconino County promotes a transformational leadership philosophy which elicits employee growth, cultivates inspiration and creates future leaders by empowering employees to solve internal and external customer needs and exceed customer service expectations.  As an award-winning organization with high regard for cultural diversity and the positive contributions of the many thriving cultures within our county, our nation, and our society, Coconino County leads a variety of initiatives that celebrate diversity; from our Annual Diversity Day, and monthly Heritage Lunch & Learns, to book clubs, and professional development academies which target diverse workforce segments. Coconino County's respect for diversity is shared throughout the organization. Come be part of this optimistic, innovative team where outstanding customer service creates dynamic solutions and engages leadership at every level.   

Under general supervision, provides technical assistance with the installation and support of desktops, laptops, printers, computer labs, conference rooms, software and related technology to County employees and occasional volunteers.  This position works within the Service Delivery Division of the Information Technology Department and serves as the first point of contact with our customers.

Please note:   Presently, this position is up to 75% remote work and 25% minimum in office time. When working remotely, 1 hour response time is required for urgent IT matters and is subject to change at any time.  (Illustrative Only)

• Provides daily on-site and/or remote technical support to all levels of County staff
• Responds to requests for service and resolves hardware, software, and service delivery issues in a timely and efficient manner
• Coordinates with vendors and other Information Technology staff to troubleshoot or escalate hardware, software, and network related problems as necessary
• Installs, configures, tests, and supports a variety of technology equipment
• Image end-user computers and cell phones utilizing County baseline configurations, interact with customers ensuring smooth device deployment
• Assist in maintaining administrative control over IT assets and related supplies through maintenance of inventories, files and logs
• Use of Service Now ticketing system to document and track user incidents and/or requests
• Completes daily tasks associated with regular audits of systems including identification of software versions, configurations, system reporting, etc.
• Ensures software is up-to-date and secure, including Operating System updates and third party application patching to current version
• Work closely with the Information Security Office to mitigate identified vulnerabilities on end-user devices, including removing and adding devices to the domain
• Assists with active versus inactive employees audits regarding access
• Follows Change Management processes to remove decommissioned equipment, update core software platforms, and track changes
• On occasion, supports various in-person public meetings during and after hours
• Emergency Operations Center (EOC) technology support during emergency events
• Maintains documentation and knowledge transfer
• Performs other related duties as assigned

Essential functions of this position include: walking; driving to various County locations, working with and around other staff and County employees; dealing with interruptions; repetitive motion (hand-wrist) for keyboarding; vision-acuity (near) for monitoring PC screen data; Color vision necessary for working with color coded cables; hearing and speech (ordinary conversation) for communicating with staff and customers; touch (finger dexterity) for keyboarding; Environmental hazards include electrical hazards associated with working with computers, servers and circuits, and potential for falls from ladders.    High school diploma or GED, and two years of experience in the computer technical support field or any equivalent combination of education training or experience which demonstrates the ability to perform the duties of the position.

Recommended Qualifications:  
 ?A+ Certification. ITIL Foundations Certification
 
 ADDITIONAL REQUIREMENTS:
Fingerprint Clearance and current Driver’s License will be required for this position. Ability to lift up to 50 lbs. CJIS Certification within 90 days of employment.Working knowledge of:

• PC hardware, printers and associated peripherals
• Current Microsoft operating systems and Microsoft suite application software
• Smartphones, Tablets, and similar supported devices
• Instructional techniques and methodologies
• General administrative and inventory control processes for maintaining control of IT assets

Ability to:
 Analyze, troubleshoot and resolve problems associated with PC hardware and software

• Apply principles and techniques of customer service and effective problem solving in a technical support environment
• Work collaboratively with other team members to ensure a positive and productive work environment.
• Work safely and promote a culture of workplace safety
• Communicate effectively both orally and in writing, in one-on-one and group settings
• Comprehend complex verbal and written instructions

 Coconino County is an Equal Opportunity Employer. 
 AmeriCorps, Peace Corps and other national service alumni are encouraged to apply. #J-18808-Ljbffr