IT Technician III

NOTICE TO APPLICANT

This position will close at 12:00AM MST on the End Date. 

You must ensure your application reflects the correct and current information for your work experience, hours worked per week per position, education, personal information, etc.

Only the information provided on this application is evaluated when determining compensation.

Job Description

PURPOSE SUMMARY.  Deliver high-quality first-level IT resolutions and support for service requests. Troubleshoot, analyze, repair, service, maintain, install, and replace computers, basic network systems, communications equipment, printers, software, and related equipment. 

ESSENTIAL DUTIES.

1. Response to service requests utilizing the IT Ticketing System.

Diagnose equipment and software issues.

Perform repairs and/or replace equipment.

Setup and configure users onto the DAC network.

Answer, train, and/or research questions from users regarding use of current DAC computer systems and programs.

Ensure service levels are maintained and reported regularly to management utilizing industry standard ITIL protocols.

Disposal of workstations, laptops and other sensitive equipment while adhering to County policy.

Install and maintain both hardware and software adhering to licensing agreements.

2. Guide County employees, volunteers, vendors, guests and community center workers in the use of enterprise computer systems and programs.  

3. Install, examine, and test operating systems, applications software, and network data systems. ​

Evaluate systems, software, products and procedures for compatibility with existing systems.

Contact customer support services from appropriate vendors for troubleshooting purposes.

Test phones, handsets and cables.

Troubleshoot issues with the basic digital phone/network system including diagnosis of wiring, phone jacks, switches, or firewall. Resolution may require escalation to next resolution tier.

Adhere to Computer Replacement Plan.

Adhere to all software licensing agreements.

Ensure compliance with service level agreements by providing support through various channels while adhering to the highest customer service protocols.

Configuring video equipment and downloading video from computers.

Create, update, and maintain department documentation and procedures.

4. Attend meetings, seminars and trainings, as required.

Attend training sessions for DAC systems updates.

Become familiar with training resources available for DAC and externally.

Obtain and maintain applicable computer and network certifications.   

ADDITIONAL DUTIES.  Other duties may be assigned.  Responsible for security in respective areas.  Perform on-call and customer support phone line duties on a 24X7 rotating or as needed basis.

QUALIFICATIONS.

A. Education.  High School Diploma or equivalent.   

B. Experience.  One (1) year of experience in a technical computer position.  Experience should include working with various types of personal computer hardware systems and various software systems including word processing, spreadsheet, and database programs on a secure enterprise.

C. Education/Experience substitution.  In accordance with County policy. 

D. Licenses/Certifications.  Must have a valid driver’s license. A+ , Network+ or other relevant CompTIA, Microsoft, or industry standard certifications preferred.  Must maintain a satisfactory driving record in accordance with County policy. 

E. Other (e.g., post-offer medical exam, polygraph, background check, driver’s license record, etc.).  Background, driver’s license record and NCIC check.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED BY THE POSITION:

Must have knowledge of: Computers, electronics and complex circuitry; the use and operation of electronic testing equipment and peripherals; operational characteristics of enterprise desktop systems; desktop operating systems including latest Windows platforms, systems center, virtual desktops, data communication systems; local and wide area networks, and wireless networks; customer service and public relations; and basic mathematics. 

Must have skill in: Install, maintain, and repair communications and computer equipment; and accurately identify and evaluate computer hardware and software needs and requirements.

Must have the ability to: Be a proactive learner; work independently with minimal supervision; effectively collaborate within a team environment; effectively communicate in oral and written form; establish and maintain cooperative working relationships with users, staff and guests; adhere to security confidentiality protocols when dealing with highly sensitive and secure data; and effectively manage and prioritize workload with varying levels of urgency.

Compensation Range

$21.16 - $31.74

Doña Ana County is an Equal Employment Opportunity Employer. It is our policy to abide by all federal and state laws prohibiting employment discrimination on the basis of a person’s race, color, religion, age, national origin, sex, disability, serious medical condition, genetic information, ancestry, spousal affiliation, gender identity, sexual orientation or any other unlawful criteria, except where a reasonable Bona Fide Occupational Qualification exists.

Doña Ana County will make reasonable accommodation(s) for the known physical or mental limitations of an applicant with a disability, upon request, unless the accommodation(s) would cause an undue hardship on the operation of the County. Please see http://www.donaanacounty.org/ada/ for our Public Notice and to get the Testing/Interview Accommodation Request Form or call 575-647-7210 for assistance.