Job Title: Technical Support Specialist

Locations supported: All Tax Collector locations in Collier County

Supervisor Responsibilities: None

General Summary: The purpose of this position is to provide technical support and assistance to the Tax Collector’s information system users. Work involves responding to questions, calls and e-mails from users and providing technical assistance, problem resolution and customer service; and installing, maintaining and troubleshooting personal computers, printers and other peripheral equipment.

Essential Job Functions: The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the position if the work is similar, related, or a logical assignment for this position. Other duties may be required and assigned.

1

Receives and responds to calls and e-mails from users reporting problems and/or requesting assistance; provides technical advice; walks user through the problem's resolution; and explains system procedures, limitations and/or sequences.

2

Performs end-user support including problem determination and resolution and implement problem escalation and tracking as needed.

3

Assist local and remote users with troubleshooting hardware and software problems, network communication and connectivity issues.

4

Set up and deploy computers and software.

5

Maintains purchasing inventory and arranges for disposal of old equipment, surplus and trash.

6

Operates high speed tax payment processer.

7

Operates a personal computer, computer network hardware, telephones, copiers and other general office equipment as necessary to complete essential functions, to include the use of network operating and administration software, word processing, spreadsheet, database, or other system software.

8

Performs general clerical work in support of assigned duties, including answering telephones, assisting customers, copying and filing documents, etc

9

In the event of a declared state of emergency, employees in this position may be called to work during days or hours other than those for which they are regularly scheduled.

10

Performs other related duties as required.

Departmental Accountabilities:

11

Provides customers and coworkers with competent, courteous, and accurate customer service.

12

Demonstrates good working knowledge of the published procedures and regulations governing the Tax Collector’s Office.

13

Prepare reports, schedules, and correspondence within established guidelines.

14

Maintains confidentiality of sensitive and restricted information that is reviewed.

15

Able to deal with problems involving several concrete variables in standardized situations.

16

Employees are expected to be ready to help the first customer at the time that the office opens.

17

Maintain adequate supplies at their station.

18

Maintain a clean, neat and orderly work area.

19

Regular and consistent attendance is a requirement of this position.

20

On-site work is an essential function of this position.

Education and Experience:

Vocational/Technical degree with training emphasis in computer science, information systems or a related field; supplemented by two years of experience providing technical support to information system users in a Windows environment; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position.

Essential Physical Skills:

• Ability to see and hear with or without correction

• Ability to communicate both orally and in writing in the English language.

• Must be able to drive cars, light trucks under 8000 pounds and Tax Collector vehicles in a safe and legal manner

• Must be able to use hands to manipulate objects, tools or controls

• Must be able to maneuver without assistance in an office environment, stand, walk, sit, and reach with hands and arm • Must be able to occasionally lift and/or move up to 50 pounds

• Must be able to maneuver in and out of applicant’s passenger vehicles and light trucks without assistance.

• Ability to work in a constant state of alertness and in a safe manner