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Douglas County Government Support Specialist in Castle Rock, Colorado

This position may be classified as an Support Specialist II or a Sr. SupportSpecialist dependent upon the skills of the candidate and the department'sbusiness needs.This position is posted as open until filled, review of applications willbegin immediately and continue until a suitable candidate is selected.This is technical work providing end-user support for Douglas Countyemployees. The Senior Support Specialist will also be responsible formentoring and guiding the work of less experienced Support Specialists,acting as a backup to the Support lead, as well as providing technicalleadership on highly complex support tasks.ESSENTIAL DUTIES AND RESPONSIBILITIES: (The following examples areillustrative only and are not intended to be all inclusive.)Provide primary computer, peripheral, process, and application supportto customers by phone and in person. Diagnose and resolve technical hardwareand software problems using multiple troubleshooting techniques and allavailable resources. Determine the extent of customer reported issues.Take ownership of reported incidents and problems, maintaining consistentcommunications and ensuring resolution.Perform initial assessment and prioritization of reported issues.Work with other IT personnel to investigate and resolve performance problemswith applications and/or systems.Perform remote administration of PC's and other devices.Provide lifecycle management of the county desktop computing environment.This includes security updates, virus scan reviews, and hardwaremaintenance as needed.Conduct formal and informal training sessions for PC applications.Respond to a wide range of procedural questions from the user community.Support County users of critical, non-standard systems.Create, develop and maintain functional documentation for applications,hardware, and processes.Perform other duties as assigned.SUPERVISORY RESPONSIBILITIES: This Support Specialist II position does notdirectly supervise other employees.SUPERVISORY RESPONSIBILITIES: This Sr. Support Specialist position has nodirect supervisory responsibility over other positions, although theposition is responsible for providing mentoring of less experienced SupportSpecialists. In addition, the Senior Support Specialist will be responsiblefor providing technical leadership on the deployment and support ofoperationally based projects. This position would also be responsible to actas a backup to the Support team lead as necessary.CONSEQUENCE OF ERROR: This is technical work performing PC customer supportfor the County. Consequence of error may result in extended system downtime.CONTACTS: This position has daily contact with customers, peers,supervisors, managers, and vendors. Must maintain customer focus and beable to talk to non-technical as well as technical customers. Keep aprofessional attitude and show respect to all coworkers and customers.INDEPENDENT JUDGMENT: Work is often performed independently. Incumbentmust be able to use good judgment and problem-solving skill to accomplishgoals, meet deadlines, and achieve desired results.MINIMUM QUALIFICATIONS:MINIMUM QUALIFICATIONS (depending on job classification):Support Specialist II:EDUCATION and/or EXPERIENCE: Generally, a high school diploma or GEDsupplemented by two years computer related education and 3 years user supportexperience OR equivalent combination.Sr. Support Specialist:EDUCATION and/or EXPERIENCE: Generally a high school diploma or GEDsupplemented by two years of computer related education, and 5 years of usersupport experience OR equivalent combination.LANGUAGE SKILLS: Ability to establish and maintain effective workingrelationships. Able to communicate effectively using both oral and writtenforms to both technical and basic user levels.REASONING ABILITY: Must possess good organization and prioritization skills. The ability to develop logical plans of action for troubleshooting is a must. Work with little or at times, no supervision.CERTIFICATES, LICENSES, REGI