Enterprise support analyst - helpdesk - information technology

Department: Info Tech Srvcs

Job ID: 13353

Pay: $27.78 per hour

Work Schedule:

Sedgwick County offers a comprehensive benefits package for full-time employees that includes health coverages, paid leave, regular compensation reviews, retirement plans, and professional development opportunities. For more detailed information, please visit our benefits page at SCBenefits.

Provides technical support to all County and external support agencies in the use, and application of, computer technology for the daily functional activities of their departments. Delivers support to both technical and non-technical County and external support agency members by communicating on matters relating to product use and performance. Acts as a project manager for the enterprise regarding needs of customer support. Answers questions, provides training, and resolves specific problems. Transitions supported products into service operation for customer support through documentation and training. May serve as a team leader for Customer Support Analysts and trainees. Responsible for continuity of operations for help desk.

Enterprise System Support

• Manage designated client/server applications, including enterprise level business applications and SaaS solutions.
• Install, configure, and customize hardware and software; including installation of operating systems for both PC hardware and servers.
• Maintain and configure remote network connectivity hardware and software, such as Cradlepoints, VPN connections.
• Maintain up to date Windows image packages and deployment drivers.
• Create and maintain automated deployment methods, scripted Windows customizations, Task sequences, and custom image packages for large deployments.
• Troubleshoot and resolve issues with desktop support client/server applications; provide rapid response and corrective adjustments to eliminate down time.
• Research software applications and hardware, evaluating new technologies, and developing and implementing technical solutions to customer problems.
• Communicate and coordinate directly with internal resources, and coordinate vendor support as needed.
• Provide elevated support for elected officials, county managers and senior county leadership.

Mentoring, Ticket Tracking, Documentation, and Training

• Develop, write, and implement training material for both clients and Customer Support staff.
• Mentor and Identify training needs for Customer Support Analysts and trainees.
• Provide Tier 3 support to customer support team.
• Update and maintain the Customer Support documentation/knowledgebase.
• Remain up to date on education, information technology, and technology trends in keeping with the rapid changes in the IT field.
• Maintain ticketing system to properly track the status of all service calls. Communicate effectively with customers on status of service calls.

Supervision, Project Management, Consulting, After hours Support

• Act as a backup to the Customer Support Manager in their absence, and on project and resources allocation when directed.
• Coordinates technology projects between IT and County departments.
• Communicate with vendors on technical and hardware ordering and support.
• Participate in rotating Afterhours On-Call schedule. May be called to support other On-Call Customer Support Analysts when not in On-Call status.

Minimum Qualifications:

Three years of experience in technical support, customer service, desktop technologies, networking and/or system administration. At least one to two years of progressive experience serving as a technical lead, team lead, project coordinator, mentor, or senior escalation resource in an IT customer support environment. Per Sedgwick County Policy, this is a driving level position that requires a valid US driver’s license without restrictions and current proof of automobile insurance.

Preferred Qualifications:

Experience coordinating work across staff, training or mentoring personnel, leading technology deployments, and serving in an acting or backup supervisory capacity is preferred. CompTIA A+, CompTIA N+

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