WORKSTATION SPECIALIST-INTERMEDIATE

Job Information

LOCATION OF (1) POSITION TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, STRATEGIC TECHNOLOGY SOLUTIONS DIVISION, DAVIDSON COUNTY
This position requires CJIS & FTI fingerprints. This position requires a criminal background check. Therefore, you may be required to provide information about your criminal history in order to be considered for this position.
The position will have an option for remote work. However, they will work onsite 90% of the time.

Qualifications

Summary

Summary: Under general supervision, is responsible for multi-agency, statewide deployment and maintenance of work station computers and related software work of routine difficulty; and performs related work as required.
Distinguishing Features: This is the working level class in the Workstation Specialist sub-series. An employee in this position performs basic workstation duties in the deployment and maintenance of workstation hardware and software. This class differs from Workstation Specialist-Advanced in that an incumbent of the latter functions as a project leader to perform advanced workstation duties and to deploy and maintain workstation hardware and software.

Responsibilities

• Provides problem resolution for all users with hardware, software and application problems: monitors requests received through the IT helpdesk efficiently and effectively; responds to agency inquiries in person, by phone or by email and contacts customers to schedule site visits to resolve and/or troubleshoot computer related problems; maintains communications with customers during the problem resolution process;
• Performs installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software within established standards and guidelines: assists in performing break-fix of computer equipment and peripherals; performs maintenance of computer equipment and peripherals; provides troubleshooting of network connectivity issues; solves hardware, software and wireless problems at remote locations;
• Researches customer problems and issues to provide accurate and timely resolution: researches problems using available information resources in order to maintain and grow current knowledge; uses troubleshooting skills for problem resolution or escalates problems as appropriate; provides accurate and timely logging of problems and resolutions for problems in the database; retrieves data from the problem management database for problem resolutions; maintains IT department documentation and obtains customer sign off of incident resolution.
• Maintains records of computer, peripheral equipment and related devices to ensure accurate inventory of all issued equipment: updates and maintains records for surplus, purchases, warranty, and reflection of current inventory locations, such as initial delivery, pickup, redistribution and reassignment; coordinates with agencies on the delivery or pick-up of desktop computers and/or peripheral equipment; updates and maintains inventory for devices such as software licensing and key records; manages hardware devices within directory services.
• Maintains general knowledge of all desktop systems and technologies in use and uses that knowledge to solve customer issues and provide basic training to orient staff on the use of IT software.

Competencies

Competencies:

• Functional/Technical Competencies
• Approachability
• Technical Learning
• Customer Focus
• Learning on the Fly
• Time Management
• Problem Solving
• Written Communications
• Peer Relationships
• Self-Development

Knowledge:

• Clerical
• Computers and Electronics
• Customer and Personal Service
• English Language
• Education and Training
• Public Safety and Security

Skills:

• Speaking
• Writing
• Operations Analysis
• Judgement and Decision Making
• Equipment Maintenance
• Learning Strategies
• Complex Problem Solving
• Operations Analysis
• Time Management
• Installation
• Troubleshooting

Abilities:

• Memorization
• Oral Comprehension
• Oral Expression
• Written Comprehension
• Written Expression
• Selective Attention
• Speed of Closure
• Static Strength

Tools & Equipment

• Computer
• Telephone
• Printer

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license.
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.