IT Customer Support Specialist I/II Job at County of El Dorado
THE COUNTY OF EL DORADO
The County of El Dorado is committed to promoting the power of public service by fostering a diverse and collaborative workplace where employees are empowered, respected and valued. The dedicated efforts taken by the Board of Supervisors continues to promote El Dorado County as a competitive employer that is committed to recruiting and retaining qualified employees by advocating for competitive salaries and excellent benefits. The County of El Dorado is also supportive of providing telework opportunities for employees consistent with business needs and in accordance with Board of Supervisors Policy E-12 - Telecommuting.
INFORMATION TECHNOLGIES
The Information Technologies staff delivers creative, practical solutions and services in support of the current and future technological needs of El Dorado County. The Technical Services division provides installation, customization, maintenance and support of hardware and software for the Enterprise Server (IBM zBC12 and related equipment) and its subsystems, including z/OS, CICS/TS, Enterprise COBOL, M204, other IBM program products and multiple independent software vendor packages. Additionally provides installation, customization, maintenance and database administration support for County users of DB2 and M204. The unit provides first the level technical support to members of IT staff and County departments.
THE OPPORTUNITY
Use your IT skills to provide technical support to County-wide technology program clients on a diverse range of personal computer, hardware, software, and peripheral issues and/or provide training and assistance on standard applications used throughout the County. You will receive and triage incoming requests from clients by asking diagnostic questions to identify the nature of the issue and establishing problem priority.
The Selected candidate will have the opportunity to:
- Serve as first-level responder by performing routine duties such as resetting passwords, and diagnosing and fixing routine desktop hardware and software or communication connectivity issues; resolve issues within prescribed timelines, or refer to higher level technical or professional staff for further investigation and resolution.
- Provide second-level assistance by conducting an on-site assessment of the issue; investigate, troubleshoot, evaluate and resolve routine computer hardware, software, and peripheral equipment problems; as applicable, refer issue to higher level technical and professional staff for more complex problem resolution.
- Enter service related information into automated work management system, ensuring system is updated when actions are taken; maintain accurate records and files; document progress and procedures performed; generate systems reports on a periodic basis.
- Continuously monitor the status of assigned work orders and ensures clients are updated on the time frame for resolution.
- Install and configure desktop computers, hardware, and software; load and test specialized applications and security devices; apply software patches; ensure connectivity to network and communication systems.
Human resources will assess your application to determine if you are minimally qualified using the following recommendations:
Any combination of the required training and experience that would provide the required knowledge, skills, and abilities is qualifying.
Information Technology Customer Support Specialist I :
Equivalent to an associate degree from an accredited educational institution with major coursework information technology, computer science, or a related field;
Information Technology Customer Support Specialist II :
Equivalent to an associate degree from an accredited educational institution with major coursework information technology, computer science, or a related field;
Additional technical support and/or training experience beyond the required experience listed above may be substituted for the required education on the basis of one (1) year of experience is equivalent to 30 semester (or 45 quarter) units. Possession of nationally recognized certification(s) in the fields of information technology, computer science, or a closely related field may be substituted for some or all of the required education.
Licenses and Certifications:
- Possession of, or ability to obtain, a valid California Driver's License by time of appointment and a satisfactory driving record.
Apply online by clicking the 'Apply' link at the top of this announcement. When your online application and responses to the required supplemental questions are complete, click 'Accept'.
If you have any questions regarding this recruitment, contact Britton Daniels in Human Resources at britton.daniels@edcgov.us.
RECRUITMENT PROCESS
The Human Resources Department will screen all applications to identify qualified candidates. After screening, qualified candidates will be referred to the next step and notified of all further procedures applicable to their status in the recruitment process.
Training and Experience Review (Weighted 100%): A training and experience review consists of candidates responding to supplemental questions on the job application. A subject matter expert will evaluate each candidate's responses based on predetermined criteria. The subject matter experts are not granted access to the candidate's application; therefore, responses to the supplemental questions should be thorough, detailed, and complete. Do not refer to resumes, cover letters, or other documentation as they will not be reviewed.
Supplemental questions play an integral role in this recruitment process. Please take the time to provide thoughtful and thorough responses. The information you provide may be used to determine your ranking for referral to specific vacancies. All work experience that is described or included in your response(s) MUST be included in the "Work Experience" section of your application. Do not refer to a resume or other documentation.
For more information on the recruitment process, click here.
Based on the department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedures.
ADDITIONAL INFORMATION
The County of El Dorado is recruiting applicants for IT Customer Support Specialist. This recruitment will establish a list for the purpose of filling current and future full time, part time, and extra help vacancies for at least three (3) months.
There is currently one (1) full time vacancy in the Information Technologies Department, located in Placerville, Ca.
Click here for Frequently Asked Questions.
The County of El Dorado is an Equal Opportunity Employer and encourages applicants from diverse backgrounds to apply.
Many job classifications require a pre-employment medical screening. Depending on the job classification, medical screening may include testing for drugs, including but not limited to marijuana; a positive test may result in revocation of an employment offer.
Not just rustic mining towns and historic sites - Today El Dorado County is a year-round vacation destination overflowing with outdoor adventure, inviting agritourism locations, enriching family activities, and a proud Gold Rush history. Escape the traffic and smog because El Dorado County is just:
- 40 miles from Downtown Sacramento
- 50 miles from Sacramento Airport
- 129 miles to San Francisco
- Hiking, Camping, Fishing, Boating, and Watersports
- Skiing and Snowboarding
- Live Music and Music Festivals
- Local Craft Breweries and Wineries
- El Dorado County Fair
- Placerville Speedway
- Farm to Fork Restaurants
- Local Shopping Gems
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