JUVENILE PROBATION DEPARTMENT - SUPPORT SERVICES SPECIALIST, INTERMEDIATE

Acceptable Experience and Education Bachelor’s degree in Computer Science or Microcomputer Technology or closely related field and three (3) years of technical support, help desk, or call center customer service experience,

Preferred one (1) year of experience in programming and SQL commands

Or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.

Certificates and Licenses Required Must have or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso.

Proof of automobile liability insurance coverage is required.

Possess and maintain recognized current certification, or complete specialized training to ensure up-to-date knowledge of job-related skills and technology.

In order to access the County’s network and systems, a personal mobile smart device is required by the hire start date.

Minimum Requirements: Knowledge, Skills, and Abilities Knowledge of: concepts, practices and procedures within a Help Desk environment; basic computer hardware, including wireless communication and computing devices such as cellphone and/or tablet type devices; desktop and server operating systems; including all current Windows or industry standard OS, current MS Office products, and ancillary software packages, in-house applications and software, and Internet Explorer; diagnostic utilities; English usage, grammar, punctuation and spelling; techniques for effective interpersonal communications; modern office procedures, methods and computer equipment to include Windows and Microsoft based products. Programming and SQL commands. Skill/Ability to: complete projects on time and within budget; operate personal computer using standard office operating software and general office equipment; prepare and maintain records, maintain filing systems, compile and organize information; communicate effectively both orally and in writing; promote program activities; make mathematical computations; prepare clear, concise and comprehensive written reports, and staff studies; schedule, supervise, train and evaluate assigned staff; and establish and maintain cooperative and effective relationships with those contacted during the course of work. Pass a background investigation

Each and every county position requires the following professional skills and abilities as key and necessary elements of performance:

Demonstrate regular and reliableattendance;

Work well with others and participate fully in a team oriented environment;

Interface with other employees and customers in a courteous and respectful manner;

Maintain strictconfidentiality;

Project positive support of their department and organizations receiving IT service at all times; and,

Maintain and enhance the County’s commitment to customer service excellence.

Essential Duties

Fields incoming help requests from end users via both telephone and email in a courteous manner

Sets up user accounts and shared resource accounts in accordance with established guidelines

Ensures all new service requests and customer inquiries are logged into the Help Desk ticketing system, checks automated ticket generating system for new requests, and performs customer surveys and quality assurance checks in all closed tickets

Follows up on open requests by discussing with technical support staff

Assists in hardware/software releases and roll-outs and communicate with user departments on status and manage issues raised to the help desk, elevate issues to other teams if necessary

Assists in the design phase, translating user needs and technical specifications into functional software designs

Assists in designing, developing, and maintaining databases and reports used by the software and end-users. Identify opportunities for automation within support workflows and propose or implement solutions

Documents all pertinent end user identification information, including name, department, contact information, and nature of the problem or issue

Builds rapport and elicits problem details from help desk customers

Prioritizes and schedules problems. Escalates problems (when required) to appropriately experienced technician

Applies diagnostic utilities to aid in troubleshooting

Assists to update and maintain the various departmental websites and applications

Train staff on new tools or systems developed in-house, ensuring smooth adoption and usage

Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution

Assists in identifying and resolving errors, bugs, and glitches in the code of existing software programs

Identifies and learns appropriate software and hardware used and supported by the organization

Performs preventative maintenance, including checking and cleaning of workstations via remote control, calling in printers for vendor maintenance, and checking peripherals via help desk tools

Tests fixed errors to ensure problem has been adequately resolved

Performs post-resolution follow-ups to help requests

Installs anti-virus software remotely and clean infected user PCs via remote control

Develops help sheets and FAQ lists for end users

Reinforces SLAs to manage end-user expectations

Records, tracks, and documents the help desk problem solving process, including all successful and unsuccessful decision made and actions taken through to final resolution

Attends and participates in meetings, trainings and information sessions

Stays abreast of new trends and innovations in the field

Other Important Duties* Substitutes, if assigned, during temporary absences by performing delegated duties sufficient to maintain continuity of normal operations

Commits self to providing excellent customer service and demonstrate commitment through cooperative team and individual efforts; and

Creates a high quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills

Maintains a safe and healthy workplace environment

Performs such other related duties as may be assigned

Adheres to all County performance standards as well as departmental Key Performance Indicators (KPI) that measure individual work product

Works both traditional and non-traditional business work hours, including but not limited to; evening shifts, weekends and holidays

May be required to wear a uniform as per department appearance standards

Occasional travel

As members of the County of El Paso Emergency Response System, all El Paso County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to train on emergency response and/or perform certain emergency services at the direction of their supervisor

The Support Services Specialist, Intermediate under general supervision provides first-tier support to customers on a variety of issues. The incumbent ensures proper computer operation, including identification, support and troubleshooting of information systems, as well as assisting in various communications operations so that end users can accomplish business tasks

Organizational Relationships Reports to: Software Developer Supervisor

Directs: This is a non-supervisory position

Other: Has frequent contact with peers, IT users staff and employees, superiors, vendors, contractors, suppliers and other public agencies

Physical Demands While performing the duties of this job, the employee is regularly required to sit and use hands and fingers to handle or feel. The employee frequently is required to reach with hands and arms; stoop, kneel, crouch, or crawl; and talk or hear. The employee is occasionally required to stand, walk, and climb or balance. The employee must frequently lift and/or move up to 30 pounds and manually push/pull a dolly. Specific vision abilities required by this job include close vision, color vision, depth perception, and ability to adjust focus. Must be able to operate a vehicle

Work Environment While performing the duties of this job, the employee is occasionally exposed to risk of electric shock. The noise level in the work environment is usually moderate

Equipment Used: Computer terminal/data processing software; various computer peripheral equipment as required; general office equipment as necessary

The above is intended to describe the general nature and level of work being performed by this position. These statements are not intended to be an exhaustive list of all responsibilities and duties required of personnel so classified

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