IT Generalist I

Paw Paw, MI

Full Time

Information Technology

Entry Level

Pay Rate: $28.55
JOB SUMMARY: The IT Generalist I’s role is to act as the first line of support for County customers, troubleshooting and resolving computer support issues to ensure County business continuity.

ABILITIES, KNOWLEDGE, AND SKILLS:

Position Characteristics: This position is fast-paced and work-steady. It requires a clear understanding of, and support for, the overall County mission and how each department’s functions help fulfill that mission. In this role, the need for someone who is passionate about quality customer service is a must. An understanding of the underlying network concepts used in enterprise environments (i.e. TCP/IP, DNS, DHCP, etc) is required. This position will regularly require the candidate to perform troubleshooting procedures while always searching for, and looking to address, root-cause problems. This position does not exercise any supervisory authority.

Knowledge & Experience

Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Knowledge of basic computer hardware, including workstations and servers
Experience with desktop and server operating systems
Extensive application support experience
Working knowledge of a range of diagnostic utilities
Good understanding of the organization’s goals and objectives
Exceptional written and oral communication skills

Personal Attributes

Exceptional customer service orientation
Ability to conduct research into a wide range of computing issues as required
Ability to absorb and retain information quickly
Ability to present ideas in user-friendly language
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented, collaborative environment

PRINCIPLE DUTIES AND RESPONSIBILITIES:
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive. Other duties may be required and assigned.

Provide first tier technical support to internal and external customers via direct, written, or verbal means
Build rapport and elicit problem details from help desk customers
Serve as a liaison between County IT Department, other County departments, and supported outside agencies
Log and track issues using a ticket management system, maintaining historical records and related to problem documentation
Install, troubleshoot, and repair end user desktop computing and associated hardware & software
Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
Analyze user's needs to determine most appropriate and efficient use of computer software/hardware to accomplish specific tasks
Apply diagnostic utilities to aid in troubleshooting.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
Test fixes to ensure problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Participate in shared on-call rotation
Other duties as assigned

QUALIFICATIONS / EXPERIENCE:
High school diploma or equivalent required; Relevant industry certifications desired

OTHER REQUIREMENTS:
Employment is dependent on background check, criminal history, and drug screen. Applicant must complete County application form.

SUPERVISORY RESPONSIBILITIES:
Direct Reports:              None

Delegation of Work:       Not Applicable

Supervision Given:        Not Applicable

Reports To:                   This position reports to the Information Technology Operations Manager

WORK LOCATION AND PHYSICAL DEMANDS:
No hazardous or significantly unpleasant conditions (such as in a typical office). Potential for occasional off-hours work should be expected. Occasional heavy lifting of 50 lbs.

This position is in the Van Buren County Information Technology Department housed in the County Administration Building, Paw Paw, MI. Other sites throughout the County are supported as well

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IT Generalist I

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