Recruitment #22-117-3513

Job Description

Do you want to make a difference in one of the fastest-growing counties in the United States? Can you work as part of a team with inspiration, vision, and creativity? Are you passionate about the role of technology in supporting the mission of local government?

Loudoun County's Department of Information Technology is currently seeking an IT Technician I in the Customer Support Division.

This position will:

Under the general direction of the designated supervisor, provides support to end users for computer hardware and software applications, printers, audio/video devices, access, and hardware issues. This position provides service support for the service desk, assists with password resets, replaces old computers, installs hardware and software, assists with inventory, responds to service and work orders, and provides maintenance to systems.

Essential Job Functions:

- Provides technical support. Provides support for installation, configuration, and troubleshooting of operating systems, software, peripherals, printers, copiers, and audio, video, and telecommunications equipment; assembles and disassembles PCs and components; and installs operating systems and software.

- Provides the highest level of customer service. Recommends resolution to customer inquiries or issues; maintains positive customer relations throughout the service request life cycle; and updates customers on status of service requests.

- Maintains technical knowledge of personal computer technologies. Maintains a necessary level of knowledge of emerging personal computer technologies; maintains thorough knowledge of PCs, iPads, tablets, audio visual equipment, peripheral repairs and installation, printer sharing device installation, configuration, and standard County applications software; and shares knowledge with colleagues.

- Support Tier 1 and Tier 2 on-site installation, implementation, maintenance, troubleshooting and repair of desktops, laptops, printers, iPads, iPhones, and associated peripherals.

- Support Microsoft Office 365 and Active Directory products.

- Troubleshoot and resolve issues involving Microsoft Windows, desktop applications, collaboration tools, shared drives, email, and other technologies.

- Documents and tracks customer incidents and requests via ticketing management system, updating troubleshooting and resolution efforts, and efficiently escalating tickets to appropriate teams when applicable provides support to end users for application, operating system, folder and file access, and hardware issues.

- Responds to phone, email, online, and in-person inquiries regarding troubleshooting.

- Diagnose and resolve complex technical hardware and software issues. Identifies, researches, and resolves technical problems.

- Documents, tracks, and monitors the problem using applicable systems and tools.

- Delivers equipment; replaces old computers with new computers; installs hardware and software.

- Prepares computers for surplus and assists with inventory.

- Provides training to the user community on use of personal computers, iPads, tablets, and/or phones.

- May perform other essential job functions specific to the position and department assignment.

- Performs special projects and other duties as assigned.

- Demonstrates compliance with County, Department, and Division policies and procedures, federal/state laws, and regulations, as applicable to position.

We are seeking an individual with:

- Strong technical skills.

- Knowledge of Windows 8, Windows 10, networking concepts, and standard software applications. Knowledge of LANs/WANs.

- Knowledge of Computers, iPads, Tablets, Peripheral repairs and installation, printer sharing device installation and configuration.

- Ability to establish and maintain effective working relationships with peers, management, and clients.

- Skilled in written and verbal communication.

- Ability to organize and prioritize work.

- Creative and strategic approaches to problem solving, and an ability to tackle complex issues.

- Ability to follow complex oral and written instructions.

- Familiarity with the fundamental principles of ITIL /SLA.

Hiring range: $46,488.83 - $62,759.92

Salary commensurate with experience

Benefits Summary

Job Requirements

High School diploma or equivalent (Associate degree preferred); two (2) years of related technical work experience; or equivalent combination of education and experience.

Special Requirements

- A current driver's license.

- This position requires being able to lift and/or carry fifty (50) pounds.

- Ability to work additional hours, evenings, and weekends when needed, and is subject to recall and On-Call 24/7 duty is required on a rotational basis.

Post Conditional Offer Contingencies

This position requires successful completion of a CJIS/Fingerprint background check and passing a driving record check.

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