Information Technology Support Technician

Roles and Responsibilities:

The Client Technologies Technician will serve as the principal line of communication for the project team. The duties and responsibilities of this position are as follows:

• Configure and install software for IT user desktops and laptops;
• Install and provide support for mobile devices;
• Install and provide support for Department and vendor network equipment, including switches, Wireless Access Points (WAP), etc.;
• Install or terminate network cabling;
• Perform Personal Computer (PC) imaging, configuration, and installations for both Department staff and inmate PCs;
• Participate in the installation and rollout of new software packages, upgrades, and new desktop hardware;
• Maintain desktop software and hardware;
• Troubleshoot hardware and software for both Department staff and inmate PCs;
• Support the mobile workforce;
• Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based local area network (LAN) systems;
• Troubleshoot problems using scripts and checklists as guides;
• Escalate to Tier 3 support when necessary;
• Document problems and resolutions;
• Perform end-user training, if applicable;
• Provide quality customer service;
• Participate in the testing and evaluation of new desktop packages;
• Implement prototypes;
• Provide support for printers and peripherals;
• Support inmate education labs, including server and PC imaging, server and PC-based software installations and troubleshooting, group policy implementation, physical security audits, and inventories; and
• Provide regional support in tandem with the Bureau of Field Technology Services

Qualifications:

A high school diploma, its equivalent, or two (2) years of equivalent work experience is required. Relevant experience may be substituted for education on a year-for-year basis when applicable.

The Department requires the following experience, skills, and/or knowledge for this position:

• Two (2) or more years of experience in the provision of Tier 2 Customer Support for desktop computers, printers, scanners, etc.;
• Experience installing, troubleshooting, and supporting desktop applications and operating systems, including Windows Operating System (OS), Office, Outlook, and Internet Explorer;
• Experience installing and troubleshooting computer hardware and software, including PCs, printers, and peripherals in both a network and standalone environment; and
• Possess a valid Driver's License.

Additional Qualifications, as a plus:

• Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems;
• Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) protocols;
• Experience with installing and troubleshooting 3270 emulation software;
• Experience installing, diagnosing, and repairing hardware to include, but not be limited to, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals;
• Experience using imaging software for deploying desktop PCs;
• Experience providing Voice Over Internet Protocol (VoIP) phone support;
• Experience providing Virtual Private Network (VPN) client support;
• Ability to work independently and communicate effectively.