Provides end user technical support for four shifts (two day and two night) of the 9-1-1 Center personnel (approximately 40 public safety communicators per shift) as well as physical installations (computers and printers), maintenance, and security permissions and Active Directory administration. Other job functions include PC replacements, hardware/software troubleshooting, and upgrades on the Windows operating system. Also serves as a technical liaison to the Department of Information Technology (DIT) and aids other team members as needed.Illustrative Duties
(The illustrative duties listed in this specification are representative of the class but are not an all-inclusive list. A complete list of position duties and unique physical requirements can be found in the position description.)
Required Knowledge Skills and Abilities
- Performs complex problem diagnosis and resolution for customers using the mainframe, LAN's, PC's, and printers on the County's enterprise system;
- Provides on-line technical support using a variety of automated tools;
- Responds to requests for information, troubleshoots problems, and directs callers to other designated staff as needed;
- Provides proactive notifications regarding outages, system changes, and problem recovery;
- Maintains written and oral communications with customers, technical support staff, and management using e-mail, internet, pagers, telephone, and technical support software alert features;
- Applies established priority levels to customer requests for service to ensure business objectives are met;
- Refers to service level agreements to set expectations for services and time frames for service delivery;
- Maintains a working knowledge of the latest technical procedures and practices related to systems operation and performance, capacity issues, and telecommunications techniques;
- Learns diagnostic and error messages for common problems and routine operations on PC, network, and mainframe platforms;
- Conducts training sessions and cross-trains for other technical services positions to update and expand knowledge and skills;
- Performs research on problem resolution;
- Updates and documents new solutions on databases;
- Assists in identifying trends and performing root cause analysis for systems problems;
- May plan, organize, coordinate, assign, and evaluate the work of lower level technicians;
- Provides work counseling, guidance, assistance, and training as needed;
- Provides assistance to other staff as needed;
- Provides guidance, training, and technical assistance to less experienced technicians;
- Performs back-up system administration duties and assists in maintaining security controls;
- Adds, deletes, updates, catalogs, and indexes technical on-line library.
(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)
Employment StandardsMINIMUM QUALIFICATIONS:
- Considerable knowledge of a variety of automated tools for diagnosing and solving information system problems;
- Considerable knowledge of personal computers and personal computer software application packages and development products;
- Considerable knowledge of personal computer, network, and mainframe interface;
- Ability to communicate technical ideas clearly and effectively, both orally and in writing;
- Ability to provide support and technical assistance to computer users;
- Ability to perform complex personal computer system troubleshooting, both on software and hardware problems;
- Ability to implement or coordinate equipment repairs and solve software problems;
- Ability to read and interpret technical manuals used in the assembly, installation, repair, and operation of information systems equipment;
- Ability to provide guidance, training, and technical assistance to less experienced technicians;
- Ability to maintain records and write reports;
- Ability to supervise lower level technicians.
Any combination education, experience, and training equivalent to graduation from high school; plus, five years of experience in the installation, configuring, and troubleshooting of personal computers, network/telecommunications systems, multi-platform systems, mainframe interfaces; or possession of an associate degree in computer science, or related field; plus, three years of similar experience.PREFERRED QUALIFICATIONS:
CERTIFICATES AND LICENSES REQUIRED:
- Experience troubleshooting problems in network and wireless environments.
- Experience in Help Desk or call center, Active Directory Management.
- Fundamental knowledge of various information technology system security applications and procedures.
- Ability to support PC replacements, hardware/software installation, troubleshooting, and upgrades on the Windows operating system.
- Experience in physical installations (computers and printers), maintenance, and experience in maintaining copiers, fax machines, and printers.
None. NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer. PHYSICAL REQUIREMENTS:
Able to perform job using standard agency equipment. Communicate by speaking, articulating, and enunciating clearly in English. Must be able to lift up to 50 pounds. Must have the ability to sit/stand for prolonged periods of time as required. Travel to work at other locations, to include the alternate 9-1-1 center. All duties may be performed with or without reasonable accommodation. SELECTION PROCEDURE:
Panel interview and may include exercise.
The population of Fairfax County is very diverse where 39.8% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.
Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.
Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov