System Support Specialist

JOB This role is responsible for the technical support of personal computing infrastructure, networking components, and specialized security and audio/visual (A/V) systems for County users. Key responsibilities include installing, upgrading, analyzing, troubleshooting, and repairing personal computers, application issues, and server problems. The position also assists in the support of security hardware and software systems, including physical security, surveillance cameras, and access control systems. Furthermore, this role supports audio/visual hardware and software systems, such as displays, multimedia devices, digital signage, speakers, microphones, amplifiers, and mixers. The incumbent must independently perform a broad range of technical, computer-related tasks and exercise judgment and decision making in the diagnostic and resolution of computer, security, and A/V hardware and software problems. Good communication skills and the ability to work with users diplomatically and skillfully are required. EXAMPLE OF DUTIES I. PC, Networking, and System Support:
Respond to user requests for service that have been created via the IT work order system.
Troubleshoot problems and develop solutions; provide a wide variety of client support and technical issue resolution.
Analyze needs of users, formulate and implement solutions, and determine whether software exists to meet user needs.
Diagnose and repair personal computer hardware failure.
Perform minor and major repairs to equipment and arrange for warranty service needs.
Protect the integrity of integrated systems data; provide network support by monitoring user ports and solving problems when necessary.
Install, test, troubleshoot, and repair Category 5 and 6 network cable and related hardware, such as patch panels and wall plates.
Perform a variety of technical tasks including, but not limited to, installation and configuration of hard disks, network interface cards, internal modem/fax cards, monitors, keyboards, mice, removable media devices, and other devices requested or required.
Utilize a variety of electronic testing equipment; request and maintain an adequate supply of parts and repair materials.
Refer users to IT help desk when requests are out of provided job scope or unsupported.
Participate in on-call rotation for resolution of any issues for systems under his/her control.
II. Security and Audio/Visual Support:
Apply concepts and best practices of alarm system, surveillance system, and physical access control system operations.
Apply concepts and basic practices of paging and intercom systems, loudspeaker systems, and multimedia displays.
Analyze, plan, recommend, install, upgrade, troubleshoot and repair physical security, burglar alarms, panic systems, and surveillance system devices and components such as access card readers, electrified door lock hardware, exit devices, power supplies, alarm panels and sensors, security cameras, etc..
Analyze, plan, recommend, install, upgrade, troubleshoot and repair audio/video systems such as microphones, speakers, amplifiers, mixers, signage players, displays, etc..
III. Administrative and Planning:
Advise the Operational Network Manager (ONM) on hardware and software alternatives and on recurring hardware and software problems.
Advise directors on equipment requirements and problem areas and make recommendations for solution of problems.
Assist in evaluating new hardware and software.
Document complete and accurate hardware and software specifications and details along with resolutions to problems and work performed; create complete and concise documentation