Job Information
County of El Dorado IT Customer Support Specialist I/II in Placerville, California
IT Customer Support Specialist I/II
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IT Customer Support Specialist I/II
Salary
$58,905.60 - $78,832.00 Annually
Location
Placerville, CA
Job Type
Full Time
Job Number
2404-3191/3192
Department
Information Technologies
Opening Date
04/17/2024
Closing Date
5/1/2024 11:59 PM Pacific
Description
Benefits
Questions
Description
THE COUNTY OF EL DORADO
The County of El Dorado is committed to promoting the power of public service by fostering a diverse and collaborative workplace where employees are empowered, respected and valued. The dedicated efforts taken by the Board of Supervisors continues to promote El Dorado County as a competitive employer that is committed to recruiting and retaining qualified employees by advocating for competitive salaries and excellent benefits. The County of El Dorado is also supportive of providing telework opportunities for employees consistent with business needs and in accordance with Board of Supervisors Policy E-12 - Telecommuting.
INFORMATION TECHNOLOGIES
The Information Technologies staff delivers creative, practical solutions and services in support of the current and future technological needs of El Dorado County. The Technical Services division provides installation, customization, maintenance and support of hardware and software for the Enterprise Server (IBM zBC12 and related equipment) and its subsystems, including z/OS, CICS/TS, Enterprise COBOL, M204, other IBM program products and multiple independent software vendor packages. Additionally provides installation, customization, maintenance and database administration support for County users of DB2 and M204. The unit provides first the level technical support to members of IT staff and County departments.
THE OPPORTUNITY
Use your IT skills to provide technical support to County-wide technology program clients on a diverse range of personal computer, hardware, software, and peripheral issues and/or provide training and assistance on standard applications used throughout the County. You will receive and triage incoming requests from clients by asking diagnostic questions to identify the nature of the issue and establishing problem priority.
The Selected candidate will have the opportunity to:
Serve as first-level responder by performing routine duties such as resetting passwords, and diagnosing and fixing routine desktop hardware and software or communication connectivity issues; resolve issues within prescribed timelines, or refer to higher level technical or professional staff for further investigation and resolution.
Provide second-level assistance by conducting an on-site assessment of the issue; investigate, troubleshoot, evaluate and resolve routine computer hardware, software, and peripheral equipment problems; as applicable, refer issue to higher level technical and professional staff for more complex problem resolution.
Enter service related information into automated work management system, ensuring system is updated when actions are taken; maintain accurate records and files; document progress and procedures performed; generate systems reports on a periodic basis.
Continuously monitor the status of assigned work orders and ensures clients are updated on the time frame for resolution.
Install and configure desktop computers, hardware, and software; load and test specialized applications and security devices; apply software patches; ensure connectivity to network and communication systems.
For a full description of duties and responsibilities, please review the job description here .
Human resources will assess your application to determine if you are minimally qualified using the following recommendations:
Any combination of the required training and experience that would provide the required knowledge, skills, and abilities is qualifying.
Information Technology Customer Support Specialist I:
Equivalent to an associate degree from an accredited educational institution with major coursework information technology, computer science, or a related field;
AND
One (1) year of experience providing technical support to users of desktop computer hardware and software and/or providing training to users of standard software.
Information Technology Customer Support Specialist II:
Equivalent to an associate degree from an accredited educational institution with major coursework information technology, computer science, or a related field;
AND
Three (3) years of experience providing technical support to users of desktop computer hardware and software and/or providing training to users of standard software;
OR
Two (2) years of experience at a level equivalent to the County's class of Information Technology Customer Support Specialist I.
Additional technical support and/or training experience beyond the required experience listed above may be substituted for the required education on the basis of one (1) year of experience is equivalent to 30 semester (or 45 quarter) units. Possession of nationally recognized certification(s) in the fields of information technology, computer science, or a closely related field may be substituted for some or all of the required education.
Other Requirements
Possession of, or ability to obtain, a valid California Driver's License by time of appointment and a satisfactory driving record.
Click here (https://www.governmentjobs.com/careers/edcgov/classspecs/1228972?keywords=customer%20support&pagetype=classSpecifications) to view the minimum qualifications for IT Customer Support Specialist I/II, as well as the physical, environmental, and working conditions.
SUBMIT YOUR APPLICATION
Apply online by clicking the 'Apply' link at the top of this announcement. When your online application and responses to the required supplemental questions are complete, click 'Accept'.
If you have any questions regarding this recruitment, contact Kelly Gatchet in Human Resources at kelly.gatchet@edcgov.us.
Click Here to get tips for applying with the County
RECRUITMENT PROCESS
The Human Resources Department will screen all applications to identify qualified candidates. After screening, qualified candidates will be referred to the next step and notified of all further procedures applicable to their status in the recruitment process.
Training and Experience Evaluation
A training and experience evaluation will be utilized to determine an applicant's ability to continue in the recruitment process ranking for referral to specific vacancies. Based upon the information in the application and/or responses to supplemental questions, the applicant's education, training and experience will be evaluated using a pre-determined formula.
Supplemental questions play an integral role in this recruitment process. Please take the time to provide thoughtful and thorough responses. The information you provide may be used to determine your ranking for referral to specific vacancies. All work experience described or included in your response(s) MUST be included in the "Work Experience" section of your application. Do not refer to a resume or other documentation.
For more information on the recruitment process, click here (https://www.edcgov.us/Government/HumanResources/Pages/Recruitment.aspx) .
Based on the department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedures.
ADDITIONAL INFORMATION
The County of El Dorado is recruiting applicants for IT Customer Support Specialist. This recruitment will establish a list for the purpose of filling current and future full time, part time, and extra help vacancies for at least three (3) months. In accordance with Personnel Rules 1103.1 and 1105.1, an extra help or limited term employee may be transitioned into a regular employee if the department in which the employee works has a vacant allocated position for the same classification as held by the extra help or limited term employee and the appointing authority requests such transfer.
If you are interested in the position of IT Customer Support Specialist, please submit your application.
We currently have the following vacancies:
One (1) full time vacancy in the Information Technologies Department located in Placerville, CA.
Click here (https://www.edcgov.us/Government/HumanResources/pages/Frequently_Asked_Questions.aspx) for Frequently Asked Questions.
The County of El Dorado is an Equal Opportunity Employer and encourages applicants from diverse backgrounds to apply.
Many job classifications require a pre-employment medical screening. Depending on the job classification, medical screening may include drug testing; a positive test may result in revocation of an employment offer.
Not just rustic mining towns and historic sites - Today El Dorado County is a year-round vacation destination overflowing with outdoor adventure, inviting agritourism locations, enriching family activities, and a proud Gold Rush history.
Escape the traffic and smog because El Dorado County is just:
40 miles from Downtown Sacramento
50 miles from Sacramento Airport
129 miles to San Francisco
Here are a few of the many activities and events available throughout El Dorado County:
Hiking, Camping, Fishing, Boating, and Watersports
Skiing and Snowboarding
Live Music and Music Festivals
Local Craft Breweries and Wineries
El Dorado County Fair
Placerville Speedway
Farm to Fork Restaurants
Local Shopping Gems
Employees who are buying a home in El Dorado County may qualify for down payment assistance. Click here (https://www.edcgov.us/Government/HumanResources/Documents/GSFA-Brochure-for%20job%20postings-1.pdf) for more information.
CHECK OUT OUR VIDEO TO LEARN MORE!
The County of El Dorado is committed to providing a comprehensive, flexible benefits program to meet your needs!
For your Health and Well-Being:
Medical
Dental
Vision
Flexible Spending Accounts - FSA & HSA
Employee Assistance Program (EAP)
Basic Life Insurance
Long Term Disability (LTD)
Discounts on gym memberships
For your Financial Future:
CalPERS Retirement
Deferred Compensation (457) Plans
Optional Life Insurance
For your Work/Life Balance:
Paid Holidays
Floating Holidays
Vacation and sick leave accruals
To learn more about the benefits offered by the County of El Dorado
please visit our website located here (https://www.edcgov.us/Government/Risk/Documents/2023/GE%20Benefit%20Summary%2012-7-2022.pdf) .
Extra help employees are not considered regular employees, therefore do not attain civil service status, and do not receive benefits or paid leaves; however, they do accrue sick leave consistent with the law.
01
Supplemental questions play an important role in this recruitment process. Please take the time to provide thoughtful and thorough responses. The information you provide may be used to determine your ranking for referral to specific vacancies. All work experience that is described or included in your response(s) MUST be included in the "Work Experience" section of your application. Do not refer to a resume or other documentation.
I acknowledge receipt of this information
02
How do you ensure that your work meets client's/customer's expectations? Give examples. a) What was the situation? b) What did you do? c) What was the result?
03
The Help Desk often responds to sudden changes in the computer environment. Tell me about a situation in which you had to adjust quickly to a significant change in a previous organization, department, or team? a) How did the change affect the environment? b) What did you do?
04
A customer calls the Help Desk reporting their computer is behaving strangely. What questions do you ask to narrow down the issue?
05
You hear a colleague give a customer incorrect information; how do you handle it?
06
The successful candidate will have a team-oriented approach working with the Help Desk team and other IT teams. Describe a project or program that you were a part of, describe your role on the team, and what you contributed to your teams' success.
07
While it's important to work as a team member, it's important to work on projects without direct supervision. Please give an example of a time you worked on a project from start to finish with minimal supervision.
Required Question