IT Services Technician

Salary : $52,582.40 – $78,873.60 Annually

Location : Columbiana, AL

Job Type: Full Time Classified

Job Number: 2020-00369

Department: IT Services

Opening Date: 07/27/2023

Closing Date: 8/11/2023 4:30 PM Central

Job Summary
Work involves providing technical assistance and support to all clients of the ITS department. The position serves as the first point of contact for trouble resolution for hardware, software, telecom and network problems. Duties include setup, installation, maintenance, troubleshooting and upgrades of personal and mobile computer hardware, software, peripherals, mobile devices, and telecommunication equipment. Position is expected to provide subject matter expertise on a variety of desktop office applications and refer problems to other technical staff as appropriate. Provides assistance as needed all County Offices and performs other IT related work as required.

• Responds to client requests from the help desk promptly and courteously.
• Maintains a courteous relationship with all help desk requests.
• Works patiently with the client to fully understand their problem and to reach a resolution or determine the appropriate referral.
• Resolves routine problem tickets quickly and effectively. These include common user questions about standard desktop office applications, PC and printer setups and configurations, and common network questions/problems.
• Uses knowledge of ITS supported systems and applications and problem-solving skills to perform rapid triage of client problems, determining if problem can be resolved quickly at the help desk or should be escalated to second level support.
• Develops and maintains a cooperative relationship with clients using the help desk to include ongoing tracking of reported problems and communication of problem resolution status to clients.
• Maintains good communications with other members of help desk and technical support staff and take a team approach to problem resolution and customer service process improvement.
• Is flexible and adaptive to changing circumstances including surges in ticket volumes.
• Performs all duties in a safe and efficient manner.
• Performs all other duties as assigned by supervision.

Qualifications and Requirements

MINIMUM REQUIREMENTS

• Experience or education equivalent to completion of two years of college-level coursework in computer science, information technology or a related field or an equivalent combination of education and experience.
• Two years of direct Microsoft Windows PC support competency in a large Active Directory environment with computer installation, maintenance and repair experience on both desktop and mobile devices.
• Demonstrated competency in Ethernet wiring EIA/TIA standards. Capable of identifying, terminating,pulling and labeling Ethernet wire and fiber optic cable and termination of work station outlets.

PREFERRED REQUIREMENTS

• Demonstrated support competency in a variety of front-line technologies. Experience working with a Microsoft Office (2016+), Microsoft Active Directory (Server 2012, 2016, and 2019) and supporting hosted Exchange environments with multiple domains and group policy structures. Demonstrated competency in supporting VOIP systems, IP camera systems.
• Demonstrated competency in proactive customer support processes.
• Experience with 66 and 110 punch down block terminations for analog and digital voice connections.Installing support structures (J-hooks, support rings, cable slings and cable tray / ladder rack.) Experience with both ends of basic level testing as well as high level testing and documentation.
• A+ Certification preferred.

Physical Demands & Work Environment
PHYSICAL DEMANDS
Work medium to heavy in nature and consistently requires standing, walking, pulling, bending, lifting, and carrying equipment.

WORK ENVIRONMENT
Work is primarily performed indoors with some outdoor/field assignments performed in all types of weather.
Conditions of Job Offer and Employment
WRITTEN AND PERFORMANCE EXAMINATIONS
No written or performance examination will be required for this position. Applicants are screened and certified based on an evaluation of their education, training, experience and other requirements as outlined in this Position Announcement and denoted on their Job Application and responses to the Supplemental Questionnaire.

POST OFFER BACKGROUND CHECK
As part of the pre-employment procedure, former supervisors, employers, police and FBI files, plus references provided by the candidates shall be checked as a precaution against obtaining undesirable employees. Reference and background checks may or may not be completed prior to an offer of employment, and the information shall be handled as privileged information available to appointing authorities in considering applicants.

PRE-EMPLOYMENT POST OFFER MEDICAL EXAMINATION
As a condition of employment after receiving a job offer for this position applicants are required to pass a physical examination conducted by a licensed physician designated by Shelby County.

PRE-EMPLOYMENT/POST OFFER DRUG SCREENING
Shelby County is committed to providing and maintaining a drug-free work environment. After receiving a conditional offer of employment, applicants are required to pass a drug test conducted at a test site designated by Shelby County.

Shelby County, Alabama is an Equal Opportunity Employer. Qualified applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, marital or veteran status, disability or any other legally protected status.

Shelby County offers a competitive benefit package that includes:

• Annual (Vacation) and Sick Leave Accrual (accrual amounts are based on years of service)
• One Personal Day accrual per calendar year
• 11 paid holidays per fiscal year
• Enrollment in The Employees Retirement System provided by The Retirement Systems of Alabama
• Health Insurance -92% employer paid/8% employee paid for single or family coverage – Blue Cross and Blue Shield administered by the Local Government Health Insurance Program
• Dental Insurance – 92% employer paid/8% employee paid for single or family coverage – Delta Dental
• Basic Life/AD&D Insurance – 100% employer paid – $25,000 Basic Benefit
• Short-term Disability Insurance – 100% employer paid
• Annual Longevity Pay (employees qualifies based on years of service)

In addition a wide variety of voluntary benefits are available for benefits eligible employees to purchase:

• Southland Voluntary Dental and Vision Insurance
• Supplemental Life Insurance
• Voluntary AD&D Insurance
• Colonial Life:
  • Critical Illness Insurance
  • Accident Insurance
  • Short Term Disability
  • Long Term Disability
  • Whole Life
• Flexible Benefits:
  • Medical Spending Account
  • Dependent Spending Account
• Credit Union Membership
• RSA 1
• Nationwide 457 Plan

01

It is important that all applicants read the following very carefully before completing the Online Application and responding to the Supplemental Questions to avoid possible adverse action. Applicants misrepresenting information or falsifying information on this Application in any way will result in disqualification, being barred from applying for jobs in the future and if hired or a current employee you may be subject to disciplinary action, up to and including dismissal from employment. In the questions that follow, applicants are asked to provide information about work history, this information may include things such as dates of employment, names of employers and specific details of the work you performed. The information and answers provided must be true and must be substantiated and verifiable in the Employment History section of this Application. A reference and background investigation will be performed and any information that is false or that you misrepresent will result in the disqualification of this Application and the revocation of any pending job offer. Also, submitting a resume in lieu of completing the employment history and education sections of the Application or failure to provide all of the information requested in the Education, Employment History or Supplemental Questions will result in disqualification of this Application. Be thorough and honest when completing the Application and in answering the Supplemental Questions. A thorough background investigation is conducted on all new hires with an offer pending and before a final hiring decision is made. If any information is found to be misrepresenting, fraudulent or omitted for the purpose of concealing unfavorable information, any pending offer of employment will be withdrawn and the applicant will be disqualified and barred from applying with Shelby County in the future. CURRENT EMPLOYEES PROMOTING OR TRANSFERRING FROM A NON-DOT POSITION TO A DOT POSITION: If you are a current Shelby County employee serving in a classified service position which is a non-DOT position and you are selected for promotion to a position that requires a CDL you will be subject to the rules and regulations governing DOT physicals and drug screens. You will be required to submit to a DOT physical and drug screen prior to being granted the promotion. Should you fail the physical, you will remain in your current non-DOT position, unless the physical indicates that you are not fit for your current position. A determination will be made concerning your eligibility to continue employment with Shelby County based on the results of the physical exam. Also, you will be required to submit to a DOT drug screen. If you should fail the drug screen you will be in violation of the Shelby County Drug and Alcohol policy and you will be subject to immediate dismissal.If you are completing this application for someone other than yourself, make sure the applicant is available to review and electronically sign the document before submission. Failure to do so will not change the disqualification rules as stated above.Please check below to indicate that you have read and understand the requirements of completing the Application.

• I have read the instructions and disqualification/barred from applying rules above and understand that my application can disqualified and any offer can be withdrawn or my employment can terminated if I don’t comply and answer the questions on this application correctly and truthfully.

02

Do you currently occupy a classified service position with Shelby County, Alabama?

• Yes
• No

03

If you answered yes to the previous question, please list the job title of the classified service position that you currently occupy.

04

Only respond to this question if you currently work for Shelby County Commission in a classified service position and answered yes to Question 2. As a current Shelby County Classified Service employee, if an offer of this position would result in a promotion, you understand that you must serve a 30-day promotional probationary period. During this 30-day period you may be demoted for unsatisfactory service and returned to the position held prior to the promotion. If promoted while serving a new hire probationary period you shall serve out the remainder of your six month probationary period, but in no event shall you serve less than a 30-day probationary period for the promotion. The probationary period lasting the longest will supersede. Employees within their six month New Hire Probationary Period are subject to dismissal without any rights of appeal to the board and shall be recognized as employed-at-will during said six month probationary period. Please indicate whether or not you accept these terms by checking the appropriate box below.)

• Yes
• No

05

Please check the box that represents the highest level of education achieved to date.

• No diploma or degree
• Occupational Diploma
• High School Diploma from an accredited high school or G.E.D equivalent through a state certified or accredited program
• Some College or Technical Training
• Associates Degree from an accredited college or university
• Bachelor’s Degree from an accredited college or university
• Master’s Degree from an accredited college or university

06

From what school, institution or college did you receive your highest level of education?

07

If you selected an education level higher than high school, please specify your degree or field of study.

08

Please list the formal IT/Computer Science classes that you have taken that will assist you in performing the duties described for this position.

09

Do you possess a valid Drivers’ License? Valid means your driver’s license is not currently suspended or revoked.

• Yes
• No

10

Are you available to work at multiple locations throughout the county as needed?

• Yes
• No

11

Are you willing to work nonstandard hours and more than 40 hours per week if necessary?

• Yes
• No

12

Are you willing to work outdoors and in extreme weather conditions?

• Yes
• No

13

As a requirement of this job, the employee must perform work from a lift up to 55 feet high and a 20′ vertical ladder. Are you able, willing and comfortable with these height requirement?

• Yes
• No

14

What operating systems have you had training or work experience with?

15

Please describe your work experience relating to various cabling technologies.

16

Please describe any previous experience you may have performing fiber optic terminations, reading blueprints, and any construction related duties surrounding network infrastructure.

17

Please describe an IT project you worked on that did not go as planned and explain how you identified with issue and what your next steps were in the process.

18

Please describe a situation where you had to use your analytical skills to resolve a problem.

19

Please describe a time when you worked with others in a team effort to complete a project.

20

Please describe your method of satisfying a difficult customer.

21

Please list any special skills, qualifications, training or certifications you have which would help you contribute to the success of the department.

Required Question