IT Support Specialist

$20.00 - $23.00 / non-exempt

Receives and documents requests, diagnoses and resolves routine issues, installs approved equipment and software, trains users, and escalates complex or security-sensitive matters.

ESSENTIAL FUNCTIONS

• Troubleshoots, maintains, and repairs County-issued computers, peripherals, and related equipment using approved procedures and tools.
• Assists users and IT staff with hardware, software, account, printing, email, document-management, and basic connectivity issues and escalates complex incidents.
• Records tickets, diagnostic steps, configurations, user communications, asset changes, and resolution details accurately in approved systems.
• Installs, configures, updates, and maintains approved software and devices only through authorized accounts, licensing, configuration, patch, and change procedures.
• Provides end-user assistance and basic training on approved productivity applications, email, County systems, security practices, and equipment use.
• Supports equipment inventory, deployment, replacement, return, secure data handling, and disposal with documented chain of custody.
• Evaluates assigned hardware and software needs and makes recommendations subject to supervisory, security, compatibility, funding, and procurement review.
• May assist with approved web or content updates without independent publication, records-release, or policy authority.
• Records all compensable ticket, travel, deployment, training, remote, after-hours, and call-back work.

ADDITIONAL RESPONSIBILITIES

• Maintains accurate tickets, inventories, configuration records, procedures, change history, and knowledge documentation appropriate to assigned systems.
• Performs related technology duties consistent with training, access authorization, classification, and approved change procedures.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities. Technical guidance, project coordination, account administration, or vendor contact does not confer personnel, purchasing, contract, legal, or policy authority.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of assigned technology, security, service-management, change-control, documentation, backup, recovery, and customer-support practices.
• Ability to use least-privilege access, approved credentials, secure administration methods, logging, testing, rollback, escalation, and incident-reporting procedures.
• Ability to troubleshoot methodically, protect confidential and security-sensitive information, document work, and communicate technical issues to nontechnical users.
• Ability to distinguish technical recommendations and system administration from final purchasing, contracting, legal, records-release, personnel, and risk-acceptance authority.

MINIMUM QUALIFICATIONS

EDUCATION

Associate degree or equivalent coursework in information technology, computer science, or a related field.

EXPERIENCE

One year of relevant technical-support experience.

EQUIVALENT COMBINATION

An equivalent combination of education, training, experience, and industry credentials may be considered; required security or regulated qualifications may not be waived.

PREFERRED QUALIFICATIONS

• Entry-level endpoint, service-desk, networking, or security certification.

REQUIRED LICENSES AND CERTIFICATIONS

No position-specific license or certification is established in the submitted source. Any required court-system access training is Pending Department Validation.

WORK SCHEDULE AND AVAILABILITY

Full-time technology-support schedule. Maintenance windows, outages, incidents, projects, emergencies, disaster response, and on-call assignments may require travel and evening, weekend, holiday, remote, or call-back work. Nonexempt employees must record all compensable work; exemption status remains subject to HR validation where identified.

PHYSICAL AND ENVIRONMENTAL REQUIREMENTS

Requirement

Frequency

Job-Related Context

• Sit, stand, walk, bend, kneel, crouch, and use hands to operate computers and related equipment - Frequently - Provides desk-side and remote technical support.
• Lift and carry computers, monitors, printers, and tools - Occasionally - Submitted source states up to 50 pounds, with assistance for heavier items; validate essential threshold.
• Work under desks, near cabling, and in equipment rooms - Occasionally - Installs and troubleshoots hardware and connections.
• Observe equipment and exchange accurate information - Frequently - Diagnoses problems and trains users.

WORK ENVIRONMENT

Work is performed in offices, equipment rooms, data and telecommunications spaces, vehicles, and County facilities. Exposure may include electrical equipment, cabling, ladders, confined equipment areas, noise, heat, dust, construction activity, and travel. Higher-risk work requires training, access authorization, appropriate tools, assistance, and protective measures.

DISCLAIMER

Effingham County will provide reasonable accommodations to qualified individuals with disabilities to enable performance of the essential functions of the position, consistent with applicable law. This job description summarizes the position's primary duties and requirements. It is not an exhaustive list of every task, responsibility, or qualification. Duties may be modified or assigned based on operational needs, subject to applicable law and County policy.

EMPLOYMENT RELATIONSHIP

This job description is intended to describe the general nature and level of work performed by the employee assigned to this position. It is not an employment contract and does not create a guarantee of employment for any specific duration. Employment with Effingham County is at will and may be terminated by either the employee or the County at any time, with or without cause or notice, subject to applicable federal or state law, County ordinances, personnel policies, and any other legally binding employment protections.