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Hillsborough County Government

Technical Support Specialist (#TECHSSGENO) GENO
$19.60-$31.11 Hourly / $3,397.33-$5,392.40 Monthly / $40,768.00-$64,708.80 Yearly




JOB OVERVIEW

Provides technical support to users of client computing devices, networks, mobile computing and peripheral devices in a remote environment. Troubleshoots and resolves issues with hardware, operating systems, telecommunication components, applications and/or systems software.

MINIMUM QUALIFICATIONS

An Associate's degree from an accredited college or institute with a concentration in an information technology field; and

Two years of experience providing technical support for client computing devices (desktops, laptops and printers), PC operating systems, office suites, network operating systems or telecommunications components in a network environment.

 

Or an equivalent combination of education, training and experience that would reasonably be expected to provide the job-related competencies noted below.  

CORE COMPETENCIES

  • Customer Commitment - Proactively seeks to understand the needs of our customers and provide the highest standards of service.
  • Dedication to Professionalism and Integrity - Demonstrates and promotes fair, honest, professional and ethical behaviors that establishes trust throughout the organization and with the public we serve.
  • Organizational Excellence - Takes ownership for excellence through one's personal effectiveness and dedication to the continuous improvement of our operations.
  • Success through Teamwork - Collaborates and builds partnerships through trust and the open exchange of diverse ideas and perspectives to achieve organizational goals.

JOB SPECIFIC COMPETENCIES

  • Knowledge of technical support center and industry best practices, service desk incident management and knowledgebase systems, hardware components, and agency standards for hardware and software.
  • Knowledge of industry key performance metrics and standards.
  • Knowledge of standard business industry software, operating systems, network operating systems, Microsoft Outlook, Microsoft Office Suite, and other commonly used software.
  • Knowledge of software application installation, operation, testing, and maintenance methods and techniques.
  • Ability to use troubleshooting peripherals, handheld computing devices, and associated operating systems.
  • Ability to communicate technical information to non-technical users.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment while maintaining professionalism and excellent customer service.
  • Ability to detect, analyze and solve routine software problems.
  • Ability to work effectively with others.

REPRESENTATIVE DUTIES

Note: The following duties are illustrative and not exhaustive. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. Depending on the particular agency, division, department to which they are assigned, individual employees may perform all or any of the duties described below. 

 

  • Receives requests from clients reporting hardware, software and telecommunication failures or problems, and provides guidance for quick resolution. Troubleshoots problems and applies corrective action.
  • Logs and maintains technical records of issues using incident management and knowledgebase systems. Follows up with clients to ensure timely resolution and customer satisfaction.   
  • Establishes and maintains reports and records of hardware and software failures using incident management and knowledgebase systems to track problem trends and provide input to management for their prevention.
  • Escalates issues that are unable to be resolved in a timely manner to the Sr. Technical Specialist or higher.
  • Installs, tests, and maintains software applications on client computing devices.
  • Assists in the preparation and publication of technical information for users.
  • Remains current regarding developments in computer hardware and software. Reviews literature and specifications.
  • Evaluates utilities, may investigate in detail with vendor, and provides input concerning purchases to management.
  • Recommends or provides training to computer hardware and software users to enhance their knowledge and capabilities.
  • Performs other related duties as required.

This classification description is not intended to be, nor should it be construed as an all inclusive list of the duties associated with a particular position. Management may require incumbents to perform job duties other than those contained in this document at any time.

ADDITIONAL REQUIREMENTS FOR SOME POSITIONS

Possession of a valid Driver’s License.


CLASS: TECHSSGENO; EST: 9/18/2013; REV: ;