Customer Support Technician I (Sheriff)

Position Summary

Works under the direction of the Service Desk or Field Services Supervisor to provide Service Desk support to approximately 4,000 PC and 5,400 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
• CompTIA A+ or Network + Certification or higher.
• Two (2) years of additional related experience may substitute 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 Windows 7 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.
• Replaces defective electrical switches and other fixtures, including changing ballasts.
• Performs other related duties as required or directed.

KSAs

• Knowledge of PC architecture, peripheral produces, tools, and repair technology.
• Knowledge of Microsoft operation systems, with the ability to install and maintain desktop operation systems and productivity tools in a primarily Windows 7 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.

Physical Requirements

• Must be able to lift and transport computer equipment.

Special Requirements

• Must pass a criminal background check.
• Must be able to work in a jail environment.

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.

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.