Customer Support Technician I (IT Services)

Works under the direction of the Service Desk or Field Services Supervisor to provide Service Desk and Field support to personal computer and telecom users and to install, test, troubleshoot, and operate personal computers, printers, telephone, and network components.
Pay Grade: 48
Salary Commensurate with Experience and Education

Minimum Qualifications

• Two (2) years of field experience as a Service Desk/Network/Field Technician in support of network installation, desktop configuration/troubleshooting, and/or printer configuration/troubleshooting; AND
• High school diploma or possess a GED; OR
• Must have a CompTIA A+ or Network+ Certification or higher; AND
• An equivalent combination of related education and/or experience.
• Two (2) additional years of related experience may be substituted for the certification requirement.
• PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.

Duties and Responsibilities

• Installs, tests, troubleshoots, and operates personal computer, telephone and network hardware and software components.
• Receives and processes PC and telephone-related calls to the Service Desk, resolving basic issues via telephone, email, fax, and memo.
• Locates and resolves PC/printer/telephone hardware and software issues using available tools.
• Ensures that computer and telephone equipment is properly tracked, received, and relocated out/in for inventory repair.
• Installs, configures and troubleshoots PC to LAN connectivity in a primarily Windows 7, Windows 10 and Cisco network environment.
• Installs, configures, and troubleshoots desktop telephone to switch connectivity.
• Utilizes group discussion, publications and other relevant sources to improve personal knowledge base and skill set.
• Performs other related duties as assigned or directed.

KSAs

• Knowledge of PC architecture, peripheral products, tools, and repair technology.
• Knowledge of Microsoft operating systems, with the ability to install and maintain desktop operating systems and productivity tools in a primarily Windows 7 10 environment.
• Knowledge of Microsoft network architecture, including Microsoft domains and Active Directory Services.
• Basic knowledge of networking ranging from switches to Cat 5 to fiber connections.
• Able to diagnose and resolve PC and printer hardware and software issues using telephone, remote tools, and site visits.
• Able to diagnose and resolve telephone hardware and software connectivity issues (TDM & VolP) using telephone, standard tools, and site visits.
• Ability to participate in network/PC/IP-phone discussions, planning, and implementation processes.
• Ability to demonstrate strong interpersonal/communication skills in all work efforts with customers, management, and co-workers.

Special Requirements

• Must be available for on-call work as required.
• Must be able to lift and transport computer equipment.
• May be required to work in a correctional facility with and without escorts.
• Must be able to work after hours (weekends and evenings) as needed.
• Must possess a valid Tennessee driver’s license or secure one upon date of employment.
• Must have daily access to an operable automobile and meet County standards for automobile insurance upon date of employment.

Disclaimer
This position is subject to a background check for any convictions that have a substantial relationship to potential job duties. Only convictions that are substantially related to potential job duties will be considered and will not automatically disqualify the candidate.
Shelby County Resident Disclaimer
All employees hired after September 1, 1986, must be residents of Shelby County and shall continue to reside in the County as a condition of their employment. The residency requirement shall not apply to certain public safety/civil service employees. This means exemption from this policy is in effect for the following departments and positions: (1) Sheriff Deputy Patrol Officers, Deputy Jailers and Dispatchers, employed by the Sheriff Department, (2) Correction Officers employed by the Division of Corrections, (3) Firefighters, Paramedics and Dispatchers employed by the Shelby County Fire Department. The residency exemption for public safety/civil service employees does not include Appointed positions with Sheriff’s Office, Division of Corrections or the Fire Department.