Support Specialist

Provides technical assistance, problem resolution and training to computer users. Assists users in analyzing needs, identifying hardware/software options, configuring systems and diagnosing/solving usage problems. Conducts training sessions, installs or coordinates installation of hardware and software and maintains knowledge of current hardware/software options. Coordinates with internal IT divisions as needed while troubleshooting or on projects. Assistance, Problem Resolution, Training Provide resolution for internal service requests received by the Help Desk, while occasionally answering incoming Help Desk calls. Provides "first tier" application and hardware support as requested and coordinates requests with the Help Desk. Escalates and coordinates with other IT personnel when service requests require "second tier". Provides ongoing customer support and training, including new user training. Provides customers with needs analysis support and direction, assists users with hardware and software needs and specifications. Provides user training via training classes, seminars, "bring your own lunch" sessions, over the shoulder and one-on-one training. Coordinates with other IT teams to develop and ensure resource availability and backup and recovery procedures. Hardware Support Configures, installs, maintains and coordinates repairs of computers, including desktops, laptops, tablets, rugged devices, thin and zero clients. Supports and maintains other technology devices, such as VoIP phones, cell/smart phones, conference phones, smart boards and flat screen televisions. Supports and maintains computing hardware, such as computer projectors, printers, plotters, fax machines, webcams, video conference equipment and network appliances. Coordinates with vendors for installation, setup, maintenance and replacement of most of these devices. Orders or requests hardware and/or software as needed adhering to internal purchasing policies and procedures. Assists users with the daily operations of computer hardware and other devices, such as workstations, keyboards, mice, external monitors and wireless communications devices. Software Support Installs, configures and maintains modern computer operating system software and upgrades. Installs, configures and maintains standard horizontal applications, such as Office Suite, Gmail, Google Apps, browsers, and antivirus. Assists users with understanding software features, such as macros and menus, advanced printing features, and data interchange and linking between applications. Assists users with the daily operations of department specific vertical applications, including installation/repair, report generation and data extraction/importation. Performs other duties as assigned. Minimum Requirements: MINIMUM QUALIFICATIONS REQUIRED: Education and Experience: Bachelor's degree in computer science or related field and two (2) or more years of progressively responsible related experience in implementing and managing multiple end user hardware and software applications; experience in working with numerous and diverse end users and groups. Any combination of education, training and experience which provides the knowledge, skills and abilities required for the job. Supplemental Information: PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT: This position requires standing, stooping, sitting, bending, twisting, and lifting up to 25 pounds. Work is generally confined to a standard office environment. Employee may be exposed to possible bodily injury from electrical shock. Some afterhours/modified work scheduling may be required to accomplish project goals. In compliance with the Equal Pay for Equal Work Act the following items can be used as a determining factor in the starting and ongoing wage of an employee working in this position: A seniority system that rewards employees bas d on length of employment. A merit system that rewards employees for exceptional job performance. Education, training, or experience to the extent that they are reasonably related to the work in question. Another factor related to job performance or business operations, such as paying a shift differential to workers on less popular shifts This position includes is eligible for the Mesa County benefits package which includes the following: - Medical - Dental - Vision - Retirement - Paid Sick Leave & Vacation Leave - Life Insurance - Long Term Disability