Customer Support Technician II (IT Services)

Works under general supervision to provide technical and network problem solution to end- users by performing a question diagnosis while guiding users through step-by-step solution and ensures maximum uptime and efficiency of all network equipment within all Shelby County Departments.

Salary Commensurate with Experience and Education

• Two (2) years of field experience as a Network/Field Technician in network installation, desktop configuration, troubleshooting, and network-problem analysis; AND
• Associate’s degree from an accredited college or university in Computer Science, or a closely related field; OR
• An equivalent combination of related education and/or experience.
• PROOF OF EDUCATION, TRAINING, AND/OR EXPERIENCE IS REQUIRED.

• Installs, tests, troubleshoots, and operates personal computer, telephone, and network hardware and software components.
• Receives and processes PC and telephone-related calls to the Service Desk and resolves basic issues via telephone, email, FAX, and memo.
• Identifies and escalates priority issues per user specifications.
• Diagnoses and resolves technical and software issues.
• Provides alternative solutions, where appropriate, with the objective of maintaining user’s satisfaction.
• Participates in the reviewing of established procedures for accuracy in the following areas: projects, network hardware and software, telephone hardware and software etc.
• Locates and resolves complex LAN hardware and software issues using available tools.
• Installs, configures, and troubleshoots PC to LAN connectivity in an environment ranging from Windows 10 to Windows 11, Cat5e to fiber.
• Installs, configures, and troubleshoots desktop telephone to switch connectivity.
• Ensures that computer and telephone equipment is properly tracked, received, and relocated out/in for inventory repair.
• Coordinates activities with outside vendors, maintenance contracts, etc.
• Maintains accurate computer-based call records and reviews to ensure achievement of QOS and SLA goals.
• Utilizes group discussion, publications, and other relevant sources to improve the personal knowledge-base and skill-set.
• Follows up and makes scheduled call backs, where necessary.
• Stays current with system information, changes, and updates.
• Performs other related duties as assigned or directed.

• Extensive knowledge of PC architecture, peripheral products, tools, and repair technology.
• Thorough knowledge of Microsoft operating systems, with the ability to install and maintain desktop operating systems and productivity tools in a primarily Windows 10 and Windows 11 environment.
• General knowledge of Microsoft network architecture, including Microsoft domains and Active Directory.
• Able to effectively diagnose and resolve PC and LAN hardware and software issues using telephone, remote tools, and site visits.
• Able to effectively diagnose and resolve telephone hardware and software connectivity issues using telephone, standard tools, and site visits.
• Knowledge of how to install and troubleshoot all network cables - providing connectivity on an infrastructure that ranges from Cat5e to fiber.
• Knowledgeable of customer service principles and practices.
• Ability to participate in network/pc discussions, planning, and implementation processes.
• Ability to demonstrate strong interpersonal/communication skills in all work efforts with customers, management, and co-workers.

• Must be able to lift; pull; and push equipment and boxes.
• Work requires a varied amount of walking and standing.

• May be required to work in a correctional facility with and without escorts.
• Must be able to work after hours (weekends and evenings) as needed.
• Must possess a valid Tennessee driver's license or secure one by date of employment.
• Must have daily access to an operable automobile and meet County requirements for automobile insurance upon the date of employment to support On-Call responsibilities.

This position is subject to a background check for any convictions that have a substantial relationship to potential job duties.

Only convictions that are substantially related to potential job duties will be considered and will not automatically disqualify the candidate.

All employees hired after September 1, 1986, must be residents of Shelby County and shall continue to reside in the County as a condition of their employment. The residency requirement shall not apply to certain public safety/civil service employees. This means exemption from this policy is in effect for the following departments and positions: (1) Sheriff Deputy Patrol Officers, Deputy Jailers and Dispatchers, employed by the Sheriff Department, (2) Correction Officers employed by the Division of Corrections, (3) Firefighters, Paramedics and Dispatchers employed by the Shelby County Fire Department. The residency exemption for public safety/civil service employees does not include Appointed positions with Sheriff’s Office, Division of Corrections or the Fire Department.