It Technical Support Specialist 2 (Open & Promotional)

Salary : $48,988.12 - $68,562.00 Annually

Location : WA 99260, WA

Job Type: Regular

Job Number: 23-00141

Department: Information Technology

Opening Date: 05/01/2023

Closing Date: Continuous

FLSA: Non-Exempt

Bargaining Unit: 553

Job Summary

This position works 37.5 hours per week.

The position allocated to this class performs technical, analytical and customer-oriented work involving support of the County's desktop personal computers, laptops, tablets, mobile phones, associated peripheral devices, audio/video devices and complex desktop technologies in a networked environment. Incumbents are responsible for identifying hardware and software solutions, troubleshooting technical issues, diagnosing and repairing faults, resolving network issues, installing and configuring hardware and software, and speaking with customers to quickly get to the root of the problem.

This classification is differentiated from the IT Technical Support Specialist 1 in being the second and journey-level classification in the series; work is of greater complexity, requiring a higher level of technical expertise and less supervision. Incumbents are required to deliver technical expertise in all of the following technology areas: Desktop and Mobile OS environment; Desktop and mobile hardware environment; Application installation/troubleshooting.

Technical Expertise is defined as the ability to perform the majority of the functions in the defined technology area without assistance and to complete assignments that meet management and customer expectations.

WHO MAY APPLY: This recruitment is open to all applicants meeting the minimum requirements. Priority consideration will be given to Spokane County employees in a position covered by the Master Contract submitting applications between 5/1/23 and 5/5/23. First consideration will be given to applicants working in IT in a position covered by the 1553 Collective Bargaining Agreement (CBA); second consideration given to County-wide applicants in a position covered by the 1553 CBA; third consideration given to applicants covered by the Master Contract CBA; fourth consideration will be given to all other applicants.

TOTAL COMPENSATION: $62,704 - $87,759 annually.Total compensation is an estimate based upon base compensation, median retirement fund contributions, and current employer-paid health and related benefit contribution rates (including medical, dental, life insurance, long term disability, and leave). The actual total will vary depending upon each employee's enrollment choices.

Examples of Duties

• Aids in design and implementation support to Audio Visual Projects as requested.
• Manages supported devices, which includes inventory, billing, properly disposing of old or damaged hardware, and determination of hardware upgrades.
• Provides support for Windows PC and laptops, troubleshooting, repairing and/or replacing devices as needed.
• Provides support for Mac Devices, including tablets, laptops and desktop machines, troubleshooting, repairing and/or replacing devices as needed.
• Provides support for mobile devices, including Android and Apple platforms, troubleshooting, repairing and/or replacing devices as needed.
• Sets up and deploys Mac devices, including tablets, laptops and desktop machines, and mobile devices with Android and Apple platforms.
• Sets up workstations with computers and necessary peripheral devices
• Checks computer hardware (HDD, mice, keyboards etc.) to ensure functionality.
• Maintains documentation of current customer contact information, and how to documents for computer builds or software installation.
• Performs Active Directory Maintenance; reviewing and managing all devices; renaming and/or removing invalid devices; and ensuring all are in their correct groups.
• Installs and troubleshoots County and third party applications
• Provides technical assistance to other technicians or their customers as needed.
• Acts as escalation point for Technical Support Specialist 1 and other IT employees to resolve more complex computer hardware/software issues
• Evaluates new hardware/software and makes recommendations to Information Technology Management.
• Evaluates existing hardware and makes determinations for replacement and refers recommendations to Information Technology Department Management.
• Develops and maintains procedures for hardware/software/operating system installation and configuration.
• Attends in-person and virtual meetings with users and departments to analyze, troubleshoot and diagnose hardware/software problems
• Refers complex unresolved issues to next level support personnel or determines an appropriate resolution path as needed
• Acts as technical point of contact for special projects and when assisting IT Systems Administrators with escalated hardware/software installation/support/troubleshooting
• Diagnoses complex computer system failures through evaluation, critical thinking, testing and troubleshooting and resolves with software or hardware modifications.
• Performs other related duties as required/assigned.

Minimum Requirements

• Associate's degree from an accredited college or university in computer science, or a related field.
• Two (2) years of relevant work experience in the Information Technology field, including experience with relevant software packages, hardware and network operating systems.
  1. An equivalent combination of relevant training, certification and/or experience that would provide the required knowledge, skills and abilities may be considered.
• Must successfully pass a criminal background check and acquire CJIS Level 4 certification.
• Possession of a valid Washington Driver's License at time of hire and for the duration of employment.

Selection Factors

• Knowledge of concepts and techniques for operation and administration of Windows based computer hardware/software platforms.
• Knowledge of configuration commands and procedures associated with current County standards for operating systems, network equipment and peripherals.
• Skilled in communicating effectively both orally and in writing, sufficient to exchange or convey information and to give and receive work direction.
• Skilled in establishing and maintaining effective working relationships with customers, managers, coworkers and vendors.
• Skilled in areas of problem solving and debugging.
• Skilled in areas of managing multiple priorities.
• Ability to use system and network troubleshooting utilities and monitoring tools.
• Ability to analyze complex computer systems or networks, identify problems, develop effective solutions and documentation.
• Ability to think clearly, prioritize tasks, and efficiently solve technical problems.
• Ability to exercise good judgment as to when to act independently and when to refer situations to a higher authority.

SPOKANECOUNTY
Employee Benefits Summary

The following is a brief list of benefits available to Spokane County regular employees. Complete information is available from Human Resources Department. This information is subject to change.

PAID TIME OFF

Spokane County Observed Holidays
Up to 10 (ten) paid holidays are observed by Spokane County.

PTO
Non-represented and a select group of represented employees receive a bank of hours that combine both vacation and sick leave into a paid time off bank. There is no waiting period to use this time and it starts out at almost 2 days per month accrual increasing in accrual rates annually for first 5 years.

Vacation
For employees with less than five (5) years of continuous service, the accrual rate is 1 day of vacation each month for a total of 12 days per year. After six (6) months, employees are eligible to take accumulated vacation time. (Please note the vacation time accumulation may vary depending on contract language).

Sick Leave
Sick leave is earned at 1 day per month and can be taken as the days are accumulated.

Other Leaves
Spokane County provides several other paid leaves such as: bereavement leave, jury duty and military duty leave.

INSURANCE BENEFITS

Medical Insurance
Two plans are currently available: Premera Blue Cross (PPO) and Kaiser Permanente (HMO). Spokane County pays 95% of the premium for full-time employees and 90% of the premiums for spouses and dependents. Premiums are deducted each pay period (pay periods: 15th and last day of the month).

2023 Rates:

Premera
Employee Only: $38.04 per month
Employee & Spouse: $149.52 per month
Employee & Family: $209.60 per month
Employee & Child(ren): $136.16 per month

Kaiser:
Employee: $35.92 per month
Employee & Spouse: $140.56 per month
Employee & Family: $196.06 per month
Employee & Child(ren): $128.58 per month

Dental Insurance
Two plans are currently available: Delta Dental of Washington (PPO) and Willamette Dental (DMO). Spokane County pays 95% of the premium for full-time employees and 90% of the premiums for spouses and dependents.

2023 Rates:

Delta Dental Willamette Dental
Employee: $5.74 per month Employee: $5.98 per month
Family: $11.48 per month Family: $11.96 per month

Group Life Insurance
The County provides a $25,000 group life insurance policy to employees. The County provides a $10,000 benefit for those represented by 492, 492CS & 492CL. This benefit is paid in full by Spokane County.

Long Term Disability Coverage
Provides an income protection benefit in the event of a long-term illness or injury at rate of 60% of income up to a maximum of $5,000 per month. Spokane County pays the full premium for this plan. Deputy Sheriff's receive a benefit through their union for disability.

RETIREMENT

Retirement Plan (401a)
Spokane County employees are automatically included in the Washington State Retirement System. Both the employer and the employee contribute to the plan. This retirement plan provides a guaranteed lifetime monthly benefit once vested and eligible for retirement.

Additional Retirement Plan Option (457b)
Employees may supplement their retirement income and save money on taxes by participating in this optional County program. Roth (after-tax) option is also available through this retirement plan.

VOLUNTARY BENEFITS

AFLAC
Supplemental insurance is optional and is provided by AFLAC to help pay for benefits not covered by major medical insurance. The employee pays 100% of the premium.

Travel Assistance
Provides additional travel protections anytime you travel more than 100 miles from home. Includes pre-trip information, emergency ticket replacement, and emergency evacuation coverage. This benefit is paid in full by Spokane County.

Flexible Spending Plan (FSA)
Spokane County sponsors a Section 125 Flexible Spending Account to allow out-of-pocket Medical & Daycare Expenses to be paid with Tax Free Dollars. Premiums are automatically set up pre-tax under the FSA.

Voluntary Term Life Insurance
Voluntary Term Life Insurance is additional optional life insurance provided through The Standard Insurance. New employees are guaranteed up to $50,000 for self and $20,000 for a spouse with no medical underwriting needed.

WORK/LIFE PROGRAMS

Employee Assistance Program
Employees and their family members are eligible to receive free counseling. There are also benefits relating to financial and legal concerns.

Reduced Cost Bus Pass Program
Spokane County participates in a program with STA which discounts bus passes to $5 a month.

Wellness Programs
There are opportunities for nearby exercise programs at reduced cost and education programs around wellness themes including financial well-being, nutrition and stress reduction.

Discounts
There are local and national discounts available to Spokane County employees.

01

Describe your experience providing IT technical end user support. Include the following information: number & types of devices supported, software supported, type of network environment.

02

Describe your experience providing remote technical support via the telephone. Include the following information: average number of calls/day & tools employed.

03

Please check the box that applies to your current Union status (if you are not a current Spokane County employee, please select "I am not a Union member").

• I am in the open position's department and my position is covered by the 1553 collective bargaining agreement
• I am in another department and my position is covered by the 1553 collective bargaining agreement
• I am in a position covered by the Master Contract collective bargaining agreement (not 1553)
• I am in a position covered by another collective bargaining agreement (not 1553 or Master Contract)
• None of the above apply

Required Question