IT Support Specialist

Compensation: $45,000 - $50,000 annually
FLSA Status: Full-Time, Non-Exempt

Position Summary
The IT Support Specialist works as a member of a team responsible for the overall coordination, control, and maintenance of technical equipment and office automation software to ensure compatibility and integration with Lake County strategies. Works as a team member on projects that entail complex coordination of resources, equipment setup, installation, and vendor support. Resolves problems with technical equipment including, but not limited to, PCs, laptops, telephones, cell phones, audio/visual equipment, printers, peripherals, and office automation software. Assists in the coordination and implementation of the technical equipment, software replacements, and maintenance projects. Maintains Lake County hardware and software standards and inventory. Potential hybrid work schedule upon supervisor recommendation.

General Duties and Responsibilities
Please note that this job description does not intend to cover or contain a full comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Functions

• Installs desktop hardware and software including peripherals and workstation networking equipment, including imaging, testing, and validation.
• Identifies and initiates resolutions to client problems and concerns associated with office automation equipment, printers, computer hardware, audio/visual equipment, network hardware, telephones, cell phones, and software using effective customer service practices.
• Provides technical information to users requesting assistance and research related technologies when needed.
• Communicates problem resolutions with the user, other team members, and management.
• Follows policies and procedures regarding ticket creation, ticket retrieval, response times, ticket documentation, and resolution documentation.
• Works with Systems Administrators to maintain a consistent level of support for the customer when dealing with LAN/WAN connectivity, software operations, and hardware issues.
• Ensures the performance of all telecommunications equipment; responsible for completing telephone systems installations, hardware testing, and system programming.
• Recommends County standards for desktop hardware and software purchases.
• Follows software, hardware registration, and inventory procedures to ensure full life cycle management of equipment and compliance with software licensing agreements.
• Ensures that the County s assets are managed via the Replacement Plan and the asset management system is maintained and accurate.
• Maintains current technical expertise in the rapidly changing technology of microcomputers (pc's, laptops, pocket pc's, printers, and network gear), communication systems (telephones, voicemail, cellular, radios, pagers, and microwaves), integrated Audio/Visual systems (sound system, microphones, switches, VCR/DVD, projectors, etc.) and utilizes state-of-the-art techniques when implementing office technology solutions.
• Uses deductive reasoning techniques to effectively troubleshoot systems problems; performs standard diagnostics to identify and isolate system troubles; follows established procedures to detect problems and restores system to full functionality; administers tests to verify that the corrective action cleared the problem.
• Operates and maintains tools and testing equipment and cleans work area upon project completion.
• Fulfills department requirements in terms of providing work coverage and administrative notification during periods of personal illness, vacation, or education.
• Performs other duties as appropriate or necessary for performance of the job.
• Evaluates digital products throughout the County to ensure compliance with quality standards and legal requirements.
• Performs (or hires consultants to perform) accessibility tests using evaluation tools, manual testing, and assistive technologies.
• Records and reports results of accessibility tests and makes recommendation for prioritization and remediation of digital assets to improve accessibility year over year.
• Prioritizes accessibility in procuring vendors/resources/professional services, technology systems and tools/ content by evaluating capacity of proposed resources to meet accessibility requirements; Defining accessibility requirements and responsibilities in applicable contracts; Monitoring compliance with contractual requirements related to accessibility.
• Partner with colleagues and team members to prioritize accessibility training to content creators and others using our digital assets.
• Knowledge of (or ability to learn in the first 60 days) public sector regulations related to digital accessibility and disability inclusion, including WCAG 2.1 AA Section 508, and ADA laws.
• Ability to advocate for accessibility in digital products.

• Other Duties
• General office practices and procedures.
• Routine software and business applications including, but not limited to, word processing, spreadsheets, presentation software, and databases.
• Communicate clearly and concisely, both verbally and in writing.
• Read and comprehend department and County rules, regulations, policies and standard operating procedures.
• Establish and maintain effective working relationships with other County employees, representatives of other agencies and organizations, and members of the community.
• Regular, predictable attendance.
• Performance measurement, quality assurance, help desk practices, and customer service improvement practices.
• Working knowledge of software and business applications including, but not limited to, word processing, spreadsheets, charting, project management software, e-mail, presentation software, and databases.
• Understanding of telephone switches, phones, and wiring, fiber optic cabling, and ethernet cabling
• Functions and commands of network operating systems and protocols.
• Troubleshoot common office software including but not limited to, Microsoft Office, Adobe, Zoom, and Microsoft Teams.
• Work in, on, around, over, and under fixed equipment and machinery.
• Analyze problems of the technical nature and develop procedural steps in the solution of problems.
• Organize material and present information clearly and concisely in verbal and written form.
• Use hand tools and test equipment.
• Read, analyze, and interpret general business periodicals, professional journals, technical procedures, technical manuals, and government regulations.

Supervisory Responsibilities

• Not Applicable

Notice of Emergency/Disaster Responsibilities
All Lake County Employees may be required to work as a Disaster Service Worker when a local declaration of emergency or disaster is declared by the Board of County Commissioners.

Requirements

• Two (2) years of progressive experience with information systems and technology.
• Two (2) years of experience handling customer support issues.
• High School diploma or GED required, supplemented by specialized training in computer systems installation, repair, and maintenance.
• Help Desk Customer Support Specialist or equivalent preferred.
• Preferred bilingual in English and Spanish.

Physical Activity & Work Environment

• Sitting: More than 50% of the time
• Walking: More than 50% of the time
• Standing: More than 50% of the time
• Using hands/fingers to feel or handle items: More than 50% of the time
• Reaching, pushing, or pulling with arms/hands: More than 50% of the time
• Climbing: Less than 50% of the time
• Balancing: Less than 50% of the time
• Kneeling, crawling, or crouching: Less than 50% of the time
• Talking or hearing: More than 50% of the time
• Lifting, moving, or exerting force of up to 10 lbs.: Less than 50% of the time
• Lifting, moving, or exerting force of up to 25 lbs.: Less than 50% of the time
• Lifting, moving, or exerting force of up to 50 lbs.: Less than 50% of the time
• Lifting, moving, or exerting force of up to 100 lbs.: Less than 50% of the time
• Lifting, moving, or exerting force of more than to 100 lbs.: Less than 50% of the time
• Seeing up close: More than 50% of the time
• Seeing long distances: More than 50% of the time
• Seeing color: More than 50% of the time
• Use of peripheral vision: More than 50% of the time
• Perceiving depth: More than 50% of the time
• Adjusting and focusing vision: More than 50% of the time
• Working outdoors in inclement weather extreme hot: More than 50% of the time
• Working outdoors in inclement weather extreme cold: More than 50% of the time
• Working indoors in an office environment: More than 50% of the time
• Working in high places: Less than 50% of the time
• Working near moving mechanical parts and machines: Less than 50% of the time
• Working in an area with a risk of exposure to electrocution: Less than 50% of the time
• Working in a loud environment: More than 50% of the time

EOE Statement
Lake County is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, or veteran status. Assistance or accommodation during the application process due to a disability is available upon request.

Lake County Benefits - Full-Time Employees

As a reflection of the value we place on the contributions of our employees, the County offers a competitive benefits package for full-time employees. Please review the 2024 Benefits Guide for full details. The Guide provides information on Lake County Government's benefit offerings, including:

• Employer-Sponsored Medical and Dental Insurance Plans
• 100% Employer Paid Vision Plan
• Flexible Spending Account
• Health Reimbursement Account
• Employer-Sponsored Short-Term Disability Insurance
• 100% Employer Paid Long-Term Disability Insurance
• 100% Employer Paid Term Life Insurance
• Supplemental Life Insurance Plans
• 401(a) and 457(b) Employer Matched Retirement Plans
• Paid Vacation, Sick Leave, Personal Days and Holidays
• Employee Assistance Program
• Public Health Emergency Leave
• Discounts on concerts, major sporting events, electronics, travel, cars and more!

Lake County Benefits - Part-Time Employees

Lake County is also proud to offer paid sick time off and flexible work schedules for our part-time employees.

EOE Statement

Lake County is an Equal Opportunity Employer (EOE). Qualified applicants are considered for employment without regard to age, race, color, creed, religion, sex, national origin, sexual orientation, disability, or veteran status. Assistance or accommodation during the application process due to a disability is available upon request.

Notice of Work Authorization Requirement

Applicants must be authorized to lawfully work for any employer in the United States. Lake County is unable to sponsor or take over sponsorship of an employment Visa.

Notice of Emergency/Disaster Responsibilities

All Lake County Employees may be required to work as a Disaster Service Worker when a local declaration of emergency or disaster is declared by the Board of County Commissioners. To be prepared for this role, all employees and emergency service function (ESF) leads will attend emergency management trainings and exercises as requested by the Director of Emergency Management. With advanced notification from OEM, employees will make reasonable efforts to attend training events in coordination with other employees and supervisors.

Other Duties

Please note that this job description does not intend to cover or contain a full comprehensive list of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Expected Duration of the Application Process

Due to the nature of the application and selection process for Lake County full-time positions, applicants can reasonably expect the application process to take a significant amount of time to complete before a decision is made to hire or not to hire. Typically, it takes approximately four (4) to six (6) weeks from the date of application to complete the entire selection process. The length of time it takes to complete the process can vary depending on a variety of factors. Please note that this is an estimated duration of the selection process.

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