IT Support Technician at Jefferson County PUD – Port Townsend, Washington

ESSENTIAL DUTIES AND RESPONSIBILITIES include but are not limited to the following:

• Provides help desk technical support. Identifies, responds to, and resolves trouble reports from end users.

• Setup, transport, relocate, and install computers, monitors, phones, and other hardware. Thisincludes cable management for professional and reliable installations. Delivers desktop installation, deployment services and provides occasional orientation and training for applications.

• Provides installation services, configures workstations, and applies patches to maintain operational integrity. Performs cell phone deployment and troubleshooting.

• Provides system maintenance/account management for user accounts, directories, and wireless phones. Maintains the District’s IT hardware, software and telephony inventory, records and documentation.

• Maintains endpoint security and remote management products and policies for desktop and mobile devices.

• Assist with the set up and maintenance of telecommunication hardware and software. Performs system backups; troubleshoots wireless connections; manages desktop hardware and software.

• Develops documentation such as knowledgebase articles, technical processes, and end user guides and procedures. Transfer data to external entities.

• Assists employees with computer preventive maintenance and security efforts through "hands on" work and training. Assists senior IT staff to set up and troubleshoot wired and wireless connections including access points, switches and wiring closets.

• Provides technical support for audio/video conferences.

• Maintain the District’s printer, copiers, scanners and mobile devices.

• May assist with analysis and processing of various information technology efforts which may not be computer related. Examples include assessment of costs, purchasing decisions and general administrative duties.

• Perform other duties as assigned.

Standard Workplace Expectations:

• Contribute to a successful work group by listening to and taking time to understand suggestions and concerns of co-workers. Offer constructive suggestions and ideas that help the team to meet or exceed objectives and goals by accepting and supporting team decisions.

• Maintain a positive and collaborative attitude in the workplace.

• Determine appropriate priorities to balance workload when deadlines compete. Seek assistance when needed.

• Respond quickly and appropriately to inquiries, requests, or concerns.

• Review own work for accuracy and routinely detect or prevent errors or mistakes that would prove costly or could jeopardize the operations of the PUD.

• Work additional hours as necessary to achieve departmental goals as directed by the supervisor.

• Review and follow District employee policies and procedures.

• Maintain regular and punctual attendance.

SUPERVISORY RESPONSIBILITIES This position does not have supervisory responsibilities.

POSITION REQUIREMENTS The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

• Two-year degree in Information Technology or related field;

• Training or experience in Excel, Word, PowerPoint and Outlook is required.

• IT service delivery and support certifications preferred (i.e. MCSE, MCP, ITIL and/or A+ Certification).

• An equivalent combination of education and experience that would provide the necessary knowledge, skills and abilities to successfully perform the essential functions of the job may be substituted.

KNOWLEDGE, ABILITIES AND SKILLS

• Thorough knowledge of personal computers and major software packages for PC's to include both basic functions and more advanced procedures such as formatting the hard drive; of computer applications including spreadsheets, database, desktop publishing, word processing and graphics programs; and techniques used in the installation, integration, configuration and troubleshooting of network and workstation operating systems.

• General knowledge of telephone system, telephone hardware and software.

• Ability to match specific application needs with appropriate software and hardware to produce concise, clear, and useful files and/or databases; to troubleshoot a variety of software and hardware problems and to either repair or identify the need for repair or correction; to operate several different models of PC's effectively.

• Ability to communicate effectively in English both orally and in writing; understand complex oral and written instructions, communicate detailed information clearly and concisely; and establish and maintain effective working relationships with customers, employees, managers, consultants, contractors, vendors and the general public.

• Demonstrate creative problem-solving skills.