Description
Term: 6-12 months. Term may be longer, depending on work load.
The Field Support position plays a key role in the technical support of Gwinnett County Public safety departments and personnel. They are responsible for resolution of Tier 1 and Tier 2 level IT service requests and incidents a professional and timely manner, with proper follow-up and communication protocol. This position provides support to end users on a variety of issues and responds to telephone calls, emails, ticketing system and personnel requests for technical support. The Field Support position troubleshoots/diagnoses and repairs multiple types and computer equipment, from desktops to laptops and associate peripherals. Field support is primarily responsible for supporting county departments that are in the public safety area. Incidents and service requests require the ability to following technical documentation, track issues, and monitor problems to ensure a timely resolution. The ideal candidate will work well as part of a team and have the ability to work with minimal supervision. The candidate must be able to pass a detailed background investigation and be required to achieve GCIC operator certification within 30 days of date of hire.
Required Skills:
- 3-5 years of experience working in a direct hands-on support role
- Experience working with Windows 7-10, MS Outlook, MS Office (Word, Excel, Access, Powerpoint), MS SQL, MS Exchange, Active Directory, Firewall/VPN connections
- Experience with Power Shell
- Basic knowledge of air cards and wireless connectivity
- Basic experience and knowledge of RF
- Basic experience and knowledge of electrical wiring
- Basic experience and knowledge of reading and understanding wiring schematics
- Strong customer focus with a desire to exceed in customer service
- Experience working in a fast paced, stressful and challenging direct customer support role
- Experience using a ticketing system
- Previous experience troubleshooting and resolving issues with:
- Local and network printers
- LAN/WAN and basic network troubleshooting
- Microsoft Office Suite and Windows Operating Systems
- Air cards, MiFis and wireless connectivity devices and applications
- Troubleshooting and repair of laptops, PCs and their associated peripherals
- Experience with SQL and Scripting.
- Strong organizational skills and the ability to work on multiple tasks simultaneously
- Strong interpersonal skills, including strong verbal and written communication skills, and excellent listening skills
- Attention to detail and a high level of accuracy is extremely important
- Ability to work as part of a rotating on-call pool
- Must have a valid driver's license