Job description
Under direction of senior IT staff, works Helpdesk tier II tickets. Assists with maintaining positive relationship with staff. Assists staff with maintaining computer and group accounts. Provides direct support to end users for complex technology issues. Troubleshoots and resolves complex issues and provides training as needed. Researches and resolves moderately complex technical issues related to user equipment. Performs moderately complex analyses related to existing or proposed technologies, leading to new or revised procedures. Recommends and implements changes in equipment, business systems, and procedures. Provides project updates to the PMO, senior technical staff, stakeholders and IT managers as required.
Advanced
Under direction of senior IT staff, works Helpdesk tier I, II, III tickets. Helps to maintain positive relationships with staff. Acts as a lead liaison between department end-users, technical analysts, and vendors in analyzing, designing, configuring, testing, and maintaining systems to ensure optimal performance. Works in a technical and project lead capacity; guides professional and technical staff; and works in a detailed hands-on capacity with moderately complex to complex systems projects and assignments. Acts as project leader on designed projects by leading and coordinating the activities of other staff involved in the system analysis, evaluation, design, and installation.
(Helpdesk) Provides intermediate technical support, such as installs, upgrades and repairs to computers and peripheral devices; installs and configures printers; installs packaged software programs on new and existing workstations. Produces documentation, knowledge transfer and training for stakeholders.
(Analysis) Coordinates testing according to project requirements, ensuring issues are resolved appropriately. Provides assistance to end users in learning the use of equipment and software packages including word processing, spreadsheets, graphics, database management and intranet services; assists in the development of computer applications and processes; provides technical support and operations of LANs and WANs.
(Application Programming) Determines requirements for development of new programs or modifications to existing programs. Develops requirements based on defined protocols including an approved systems development life cycle (SDLC) process.
(Helpdesk) Responds to requests for assistance related to hardware and software problems and uses remote access to perform hardware and software error debugging; troubleshoots and diagnoses problems and ensures repair and replacement of faulty hardware, disks, drives, cables, and peripherals.
(Analysis) Ensures that proposals and development of effective solutions meet objectives and are in line with business and system strategies. Conducts preliminary investigations for all project requests. Creates requirements and specifications for business applications. Develops testing, support’ and training plans to ensure they are in line with business objectives on projects.
(Programming) Design programs to generate specific county agency reports as communicated by stakeholders. Develops and maintains a software resource library for county projects. Maintains software library in order to re-use software code.
Advanced
(Helpdesk) Produces documentation, knowledge transfer and training for stakeholders. Configures and deploys workstations and peripherals and all other Help Desk functions that require work in any capacity including taking first line incoming Help Desk calls when necessary. Ensures the proper implementation and maintenance of all desktop-related systems. Acts as lead on assigned specific IT projects including, but not limited to, equipment replacement and installation. Monitor technology trends and makes recommendations to management for standard changes.
(Analysis) Analyzes, designs, evaluates, and tests new or revised current applications (such as emails, specialty applications, telecommunications, and other new technologies) assists users in resolving problems identifying, evaluating, developing, and documenting IT systems and procedures.
(Application Programming) Architects and oversees the design and implementation of application solutions to address business requirements under the broad guidance of the upper-level supervision.
Oversees test plans according to project requirements, ensuring issues are resolved appropriately. Develops project scope, objectives, project deliverables and critical target dates. Develops, coordinates, and implements plans to test business and functional processes during system development and quality assurance testing. Applies analytical methods to develop information needed to evaluate current operations such as work distribution charts, flow charts, process-and-operation charts, trends, and costs. Upgrades, modifies, and maintains the county's hardware and software. Acts as a resource and mentors others in the department. Research new applications, security threats, and new technology.
(Helpdesk) Administers IT security and performance management by monitoring, evaluating, and maintaining systems and procedures.
(Analysis) Ensures that proposals and development of effective solutions meet objectives and are in line with business and system strategies. Conducts preliminary investigations for all project requests. Creates requirements and specifications for business applications. Develops testing, support, and training plans to ensure they are in line with business objectives on projects.
(Programming) Oversees identification, documentation and remediation of issues related to systems or business processes, enhancements, system errors, or new business requirements.
Intermediate
A related Technical/Associates Degree with 2 years of progressive IT experience
OR High School Diploma with 6 years of progressive IT Experience
OR evidence of equivalent minimum qualifications (education, experience, or a combination of the two)
Must have valid driver's license with acceptable driving record and show proof of insurance.
Advanced
A related Bachelors' degree with 2 years of progressive IT experience
OR a related Technical/Associate's Degree with 4 years of progressive IT experience
OR evidence of equivalent minimum qualifications (education, experience, or a combination of the two)
Must have valid driver's license with acceptable driving record and show proof of insurance.
Background Check Information:
The final candidate selected for the position will be required to undergo completion of a background check, which will include a criminal background check. Criminal convictions do not necessarily preclude an applicant from consideration for a position. An individual assessment of an applicant's prior criminal convictions will be made before excluding an applicant from consideration.
In addition to these, a Motor Vehicle Report check, and verification of your former employment is required.
All Montgomery County employees become members of the Ohio Public Employees Retirement System and have access to deferred compensation programs.
Benefits may vary for full-time, part-time, intermittent, and seasonal employees and/or due to union affiliation. The list below demonstrates the benefits that may be available to employees according to employment status and is subject to change.
Full-Time Employees (40 hours per week): Health insurance with HSA match, wellness program and incentives, life insurance, paid vacation, paid personal leave days, sick leave, holiday pay, tuition reimbursement, and access to dental, vision, short-term disability, accident & critical care benefits.
Part-Time Employees (Benefits Eligible) (scheduled 21+ hours per week): Health insurance with HSA match, wellness program and incentives, life insurance, paid personal leave days, sick leave, holiday pay for hours scheduled to work on holidays, and access to dental, vision, short-term disability, accident & critical care benefits.
Part-time Employees (Non-Benefits Eligible) (20 hours or less per week): Benefits include Long Term Sick Leave Accrual, Paid Personal Leave, and holiday pay for hours scheduled to work on holidays.
Seasonal Employees: Benefits include Sick Leave accrued at 4.6 hours for every eighty 80 hours in active
pay status. Seasonal employees scheduled to work 40 hours during their period of employment will accrue vacation in the same manner as regular full-time employees and can use their vacation after completion of twenty-six (26) bi-weekly pay periods in active pay status. Part-time Seasonal employees (scheduled to work less than 40 hours) do not accrue vacation.
Intermittent and Temporary Employees: Long-Term Sick Leave accrual is based on hours worked.
Benefit information can be found on the Montgomery County Benefits website at: www.mcbenefits.org.
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