Technology Support Specialist - 40000957

Durham County Government employs approximately 1,900 employees that work towards providing needed services throughout the community. With a wide array of services, Durham County Government is at the heart of a rapidly growing and diverse area offering residents, employees and visitors exciting opportunities to live, work, grow and play. For more information about Durham County Government, visit www.dconc.gov.

DEPARTMENT:       

PUBLIC HEALTH

DATE POSTED:            

NOVEMBER 27, 2023

CLOSING DATE:           

DECEMBER 12, 2023

SALARY RANGE:

$61,041.00 - $103,697.00

POSITION NUMBER:            

40000957

JOB TYPE:

FULL-TIME

GENERAL DESCRIPTION:

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

The purpose of this job is to performs professional technical work supporting, training and troubleshooting on the install and configuration of software products and applications.

This position works under close to general supervision according to set procedures but determines how or when to complete tasks.

DUTIES AND RESPONSIBILITIES:

• Supports, trains, and troubleshoots end users on installed software products;
• Serves as first line of contact for end user support;
• Serves as the subject matter expert for all software applications;
• Designs and runs ad-hoc reports to maintain workflow;
• Develops and maintains configuration documentation for applications used 
• Runs regular reports to assist end users;
• Troubleshoots and/or research all user problems for software applications, submit service requests and assist in resolution;
• Provides systematic end user training; remedial, ongoing, and/or newly established procedures for software use;
• Develops and maintains relationships with software vendors;
• Develops and maintains application flowcharts, spreadsheets and reports;
• Performs testing of version releases, upgrades and patches;
• Troubleshoots functional problems associated with version releases, upgrades, and patches;
• Writes and/or rewrites reports to increase efficiency or adapt report to new requirements associated with version releases, upgrades, and patches;
• Develops business relationships with other departments to ensure successful implementation;
• Reviews vendor documentation to ensure compliance with business processes and practices;
• Writes manuals for users describing operating procedures;
• Interfaces with Help Desk on requests for departmental data, standard and custom reports, data base files, CD's, and USB drives;
• Works with HIPAA Security Officer to ensure compliance on system configurations.
• Performs other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

• Thorough knowledge of the principles and techniques of business process analysis and design;
• Thorough knowledge of the elements of systems and procedure analysis;
• Ability to analyze complex user problems, evaluate alternatives and devise efficient cost-effective, user friendly solutions;
• Ability to understand multiple database structures and functions;
• Analytical thinking and problem solving skills;
• Ability to communicate information accurately and timely;
• Ability to work independently, receiving minimum supervision and guidance;
• Ability to work with teams utilizing interpersonal skills;
• Possess strong organizational skills;
• Ability to handle multiple tasks.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Requires an associate's degree in Information Systems, Business Technology, Computer Science or closely related field supplemented by one (1) year of experience providing technical assistance, systems maintenance; or an equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.

PHYSICAL DEMANDS:

• Performs sedentary work that involves walking or standing some of the time and involves exerting up to 10 pounds of force on a regular and recurring basis or sustained keyboard operations.

AMERICANS WITH DISABILITIES ACT COMPLIANCE:

Durham County is an Equal Opportunity Employer. ADA requires Durham County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management.

Durham County Government is an Equal Opportunity Employer