Tech Support Specialist 1 at COUNTY OF MERCER – TRENTON, New Jersey

TechSupport Specialist 1

DEPARTMENT: Information Technology

SALARY: $52,236 - $70,084 (W12)

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: https://info.csc.nj.gov/jobspec/53061.htm

REPORTSTO: Tech SupportSpecialist 2

POSITION(S)AVAILABLE: 4

POSITIONOVERVIEW:

MercerCounty Information Technology is expanding its Service Desk to support agrowing and modernized technology environment. We are seeking Tech SupportSpecialists (4 openings) to provide first-line technical support to Countydepartments. This role serves as the initial point of contact for IT assistanceand provides support for desktops, printers, and basic applications, withtraining and exposure to higher-level technical and escalation tasks.

RESPONSIBILITIES:

• Providefirst-line technical support to end users in a client/server environment,responding to calls, emails, and tickets submitted to the Service Desk.
• Diagnoseand resolve moderately complex hardware, software, printer, and applicationissues in a timely and customer-focused manner.
• Install,configure, and support desktops, laptops, printers, peripherals, and standardsoftware applications.
• Accuratelydocument incidents, requests, troubleshooting steps, and resolutions in theticketing system.
• Escalatecomplex or unresolved issues to higher-level IT staff in accordance withestablished procedures.
• Assistusers with system functionality, basic troubleshooting, and application use.
• Supportinventory tracking and asset management for IT equipment.
• Collaboratewith other IT team members to support coordinated issue resolution and servicedelivery.
• Participatein system maintenance, upgrades, testing, and change activities as assigned.
• Maintainawareness of standard IT policies, procedures, and security practices.
• Performother related duties as assigned.

REQUIREMENTS:

• Graduationfrom an accredited college or university with an associate's degree in computerscience, information technology, or a closely related field, and two (2) yearsof experience in information technology systems, client/server environments, orhelp desk operations, one (1) year of which must have involved resolving userissues in a technical support or help desk environment.

NOTE: A bachelor's degree in any fieldmay be substituted for the associate's degree. A bachelor's or master's degreein computer science, information technology, or a closely related field may besubstituted for one (1) year of experience. Relevant experience or approvedtraining may be substituted for education on a year-for-year basis inaccordance with Civil Service guidelines.

KNOWLEDGE,SKILLS, & ABILITIES:

• Knowledgeof basic computer hardware, operating systems, and standard desktopapplications.
• Ability totroubleshoot and resolve common technical issues involving desktops, printers,and applications.
• Strongcustomer service and communication skills when assisting end users.
• Ability toaccurately document work and follow established procedures.
• Ability toprioritize tasks and manage multiple requests in a fast-paced environment.
• Willingnessand ability to learn new systems, tools, and technologies.
• Ability towork collaboratively as part of a technical support team.

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.