Address
Form of workAcceptable Experience and Education
Associate's Degree in Computer Information Systems, Microcomputer Technology or closely related field and two (2) years of technical support, help desk, or call center customer service experience.
Or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Certificates and Licenses Required
Must have or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso.
Possess and maintain recognized current certification, or complete specialized training to ensure up-to-date knowledge of job related skills and technology.Essential Duties
Fields incoming help requests from end users via both telephone and e-mail in a courteous manner;
Sets up user accounts and shared resource accounts in accordance with established guidelines;
Ensures all new service requests and customer inquiries are logged into the Help Desk ticketing system, checks automated ticket generating system for new requests, and performs customer surveys and quality assurance checks on all closed tickets;
Follows up on open requests by discussing with technical support staff;
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;
Builds rapport and elicits problem details from help desk customers;
Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician;
Applies diagnostic utilities to aid in troubleshooting;
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution;
Identifies and learns appropriate software and hardware used and supported by the organization;
Records, tracks, and documents the help desk problem solving process, including all successful and unsuccessful decision made and actions taken through to final resolution;
Attends and participates in meetings, training and information sessions;
Stays abreast of new trends and innovations in the field;
Commits self to providing excellent customer service and demonstrate commitment through cooperative team and individual efforts; and
Creates a high quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills.
Other Important Duties*
Performs such other related duties as may be assigned.
Adheres to all County performance standards as well as departmental Key Performance Indicators (KPI) that measure individual work product;
Works both traditional and non-traditional business work hours, including but not limited to; evening shifts, weekends and holidays;
May be required to wear a uniform as per department appearance standards;
Occasional travel;
As members of the County of El Paso Emergency Response System, all El Paso County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to train on emergency response and/or perform certain emergency services at the direction of their supervisor.Summary of Position
The Support Services Specialist works under direct supervision provides first-tier support to customers on a variety of issues. The incumbent is to ensure proper computer operation so that end users can accomplish business tasks.
Minimum Requirements: Knowledge, Skills, and Abilities
Knowledge of:concepts, practices and procedures within a Help Desk environment; basic computer hardware, including wireless communication and computing devices such as Blackberry and/or tablet type devices; desktop and server operating systems; including all current Windows or industry standard OS, current MS Office products, and ancillary software packages, in-house applications and software, and Internet Explorer; diagnostic utilities; English usage, grammar, punctuation and spelling; techniques for effective interpersonal communications; modern office procedures, methods and computer equipment to include Windows and Microsoft based products.
Skill/Ability to: complete projects on time and within budget; operate personal computer using standard office operating software and general office equipment; prepare and maintain records, maintain filing systems, compile and organize information; communicate effectively both orally and in writing; promote program activities; make mathematical computations; prepare clear, concise and comprehensive written reports, and staff studies; and establish and maintain cooperative and effective relationships with those contacted during the course of work. Pass a background investigation.
Each and every county position requires the following professional skills and abilities as key and necessary elements of performance:
· Demonstrate regular and reliable attendance;
· Work well with others and participate fully in a team oriented environment;
· Interface with other employees and customers in a courteous and respectful manner;
· Maintain strict confidentiality;
· Project positive support of their department and organizations receiving IT service at all times; and,
· Maintain and enhance the County's commitment to customer service excellence
Organizational Relationships
Reports to: IT Manager
Directs: This is a non-supervisory position
Other: Has frequent contact with peers, IT users staff and employees, superiors, vendors,
contractors, suppliers and other public agencies.
Employment Type: Full Time Regular
Associate's Degree in Computer Information Systems, Microcomputer Technology or closely related field and two (2) years of technical support, help desk, or call center customer service experience.
Or any equivalent combination of experience and training which provides the required knowledge, skills, and abilities.
Certificates and Licenses Required
Must have or obtain by date of hire a valid driver's license applicable to job responsibilities, with a driving record acceptable to the County of El Paso.
Possess and maintain recognized current certification, or complete specialized training to ensure up-to-date knowledge of job related skills and technology.Essential Duties
Fields incoming help requests from end users via both telephone and e-mail in a courteous manner;
Sets up user accounts and shared resource accounts in accordance with established guidelines;
Ensures all new service requests and customer inquiries are logged into the Help Desk ticketing system, checks automated ticket generating system for new requests, and performs customer surveys and quality assurance checks on all closed tickets;
Follows up on open requests by discussing with technical support staff;
Documents all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;
Builds rapport and elicits problem details from help desk customers;
Prioritizes and schedules problems. Escalates problems (when required) to the appropriately experienced technician;
Applies diagnostic utilities to aid in troubleshooting;
Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution;
Identifies and learns appropriate software and hardware used and supported by the organization;
Records, tracks, and documents the help desk problem solving process, including all successful and unsuccessful decision made and actions taken through to final resolution;
Attends and participates in meetings, training and information sessions;
Stays abreast of new trends and innovations in the field;
Commits self to providing excellent customer service and demonstrate commitment through cooperative team and individual efforts; and
Creates a high quality work culture through participation in and emphasis on training and mentoring to develop leadership, management, and technical skills in self and all employees, including safety related training and skills.
Other Important Duties*
Performs such other related duties as may be assigned.
Adheres to all County performance standards as well as departmental Key Performance Indicators (KPI) that measure individual work product;
Works both traditional and non-traditional business work hours, including but not limited to; evening shifts, weekends and holidays;
May be required to wear a uniform as per department appearance standards;
Occasional travel;
As members of the County of El Paso Emergency Response System, all El Paso County employees are designated as Disaster Service Workers during a proclaimed emergency and may be required to train on emergency response and/or perform certain emergency services at the direction of their supervisor.Summary of Position
The Support Services Specialist works under direct supervision provides first-tier support to customers on a variety of issues. The incumbent is to ensure proper computer operation so that end users can accomplish business tasks.
Minimum Requirements: Knowledge, Skills, and Abilities
Knowledge of:concepts, practices and procedures within a Help Desk environment; basic computer hardware, including wireless communication and computing devices such as Blackberry and/or tablet type devices; desktop and server operating systems; including all current Windows or industry standard OS, current MS Office products, and ancillary software packages, in-house applications and software, and Internet Explorer; diagnostic utilities; English usage, grammar, punctuation and spelling; techniques for effective interpersonal communications; modern office procedures, methods and computer equipment to include Windows and Microsoft based products.
Skill/Ability to: complete projects on time and within budget; operate personal computer using standard office operating software and general office equipment; prepare and maintain records, maintain filing systems, compile and organize information; communicate effectively both orally and in writing; promote program activities; make mathematical computations; prepare clear, concise and comprehensive written reports, and staff studies; and establish and maintain cooperative and effective relationships with those contacted during the course of work. Pass a background investigation.
Each and every county position requires the following professional skills and abilities as key and necessary elements of performance:
· Demonstrate regular and reliable attendance;
· Work well with others and participate fully in a team oriented environment;
· Interface with other employees and customers in a courteous and respectful manner;
· Maintain strict confidentiality;
· Project positive support of their department and organizations receiving IT service at all times; and,
· Maintain and enhance the County's commitment to customer service excellence
Organizational Relationships
Reports to: IT Manager
Directs: This is a non-supervisory position
Other: Has frequent contact with peers, IT users staff and employees, superiors, vendors,
contractors, suppliers and other public agencies.
Employment Type: Full Time Regular
