Tech Support Specialist 2 at COUNTY OF MERCER – TRENTON, New Jersey

TechSupport Specialist 2

DEPARTMENT: Information Technology

SALARY: $62,631 - $91,244 (U50)

LOCATION: Trenton, NJ

SCHEDULE: M-F 8:30AM – 4:30 PM. Thisposition may require occasional work outside of normal business hours,including evenings or weekends, to meet operational needs.

JOBSPECIFICATION: info.csc.nj.gov/jobspec/53063.htm

REPORTSTO: Chief TechnologyOfficer

POSITION(S)AVAILABLE: 2

POSITIONOVERVIEW:

Undergeneral supervision, this position provides technical support within aclient/server environment, serving as a key resource in resolving complexhardware, software, and system-related issues. The role functions as a leadpresence within the Service Desk, assisting with problem resolution, supportingend users, and collaborating with IT staff to ensure reliable system operationsacross Mercer County departments.

Thisposition also provides guidance, oversight, and day-to-day coordination of twoTechnical Support Specialist 1 staff, including assigning work, monitoringservice requests, and supporting quality and timely service delivery.

RESPONSIBILITIES:

• Providetechnical support to end users by responding to calls, emails, and help desktickets, including complex or high-priority issues
• Diagnoseand resolve hardware, software, printer, network, and application-relatedproblems
• Install,configure, and maintain desktops, laptops, printers, peripherals, and standardsoftware
• Collaboratewith IT, network, and systems staff to troubleshoot and resolve advancedtechnical issues
• Monitor,track, and document incidents, requests, and resolutions in the ticketingsystem
• Identifyrecurring issues and recommend solutions to improve system performance andefficiency
• Provideguidance and support to lower-level technical staff as needed
• Assist inassigning or prioritizing support requests based on operational needs
• Supportsystem maintenance, upgrades, testing, and change control activities
• Install,maintain, and support endpoint devices, telecommunications equipment, andaccess to applications
• Troubleshootapplication errors and assist in resolving network-related issues
• Participatein system monitoring and performance improvement efforts
• Preparetechnical documentation, reports, and maintain records
• Staycurrent with evolving technologies, tools, and IT best practices
• Performother related duties as required

REQUIREMENTS:

EDUCATION:
Associate's degree in computer science, information technology, or a closelyrelated field

EXPERIENCE:

Three (3) years of experience in one or more of the following:

• Informationtechnology systems or client/server environments
• Help deskor technical support operations
• Systemsanalysis, operations, or process analysis

One (1)year of experience must include resolving user issues in a technical support orhelp desk environment

NOTE

• Bachelor'sdegree may substitute for the associate's degree
• Degree ina related field may substitute for one (1) year of experience
• Relevantexperience or training may substitute for education on a year-for-year basis

KNOWLEDGE,SKILLS, & ABILITIES:

• Knowledgeof computer hardware, operating systems, and client/server environments
• Knowledgeof data communications, network systems, and productivity tools
• Ability totroubleshoot and resolve complex technical issues
• Ability toinstall, maintain, and repair IT and telecommunications equipment
• Ability toanalyze problems and recommend effective solutions
• Ability toprovide guidance and support to technical staff
• Strongcommunication and customer service skills
• Ability todocument work and prepare technical reports
• Ability tomanage multiple priorities in a fast-paced environment
• Ability tolift and move IT equipment as needed

BENEFITS OF WORKING WITH MERCER COUNTY:

Mercer County is proud to offer a comprehensive benefits package that supports the health, financial security, and professional development of our employees. Benefits include:

• Access to health and wellness coverage
• Retirement and deferred compensation plans
• Generous paid time off and leave programs
• Ongoing training and tuition assistance

Mercer County EEO/ Civil Service Statement & Residency Requirements:

Mercer County is an Equal Opportunity Employer, committed to fostering a diverse, inclusive, and accessible workplace. We provide equal employment opportunities to all individuals regardless of race, creed, color, national origin, nationality, ancestry, age, sex, gender, pregnancy, marital status, civil union status, domestic partnership status, familial status, religion, affectional or sexual orientation, gender identity or expression, atypical hereditary cellular or blood trait, genetic information, liability for service in the Armed Forces of the United States, disability, or any other protected characteristic under federal, state, or local law.

As a Civil Service employer under the State of New Jersey, all candidates must comply with New Jersey Civil Service Commission regulations and guidelines. Mercer County residency is required. Non-residents must establish residency within one (1) year of employment.

Mercer County is also committed to providing reasonable accommodations in accordance with the Americans with Disabilities Act (ADA) and applicable state laws, specifically in accordance with the New Jersey State Policy Prohibiting Discrimination in the Workplace.