Description
Under supervision, to respond to requests for IT support, log problems, generate trouble tickets, diagnose and resolve problems, and if necessary, escalate the problem to the appropriate level of expertise; and to document solutions to problems and work to improve customer support processes and practices on an ongoing basis.
- Join a Culture of Growth and Well-Being -
Technology Services and Solutions (TSS) is the County of Santa Clara’s primary information technology solutions provider. Working with other County departments and local government customers, TSS develops innovative, cost-effective technology solutions that aim to enhance the quality of life for the residents of Santa Clara County. TSS is where technical creativity thrives. Our employees are our most valuable asset, and the success of our organization depends on each one. We believe that happy employees are the most creative and productive, so it’s essential that our employees find fulfillment in what they do. To encourage growth, we provide learning and development opportunities. We also understand the significance of work-life balance and offer a hybrid work schedule. This culture of growth and well-being, with our commitment to a diverse, inclusive and equitable organization, make TSS a great place to work.
Learn more about us by watching our Career Event on YouTube, or visiting our websites:
Technology Services and Solutions Agency
County IT Career Opportunities
Please Note: This recruitment is scheduled to include a written examination; the test will be conducted online through a secure third party.
Tentatively, during the week of October 28, 2024, (date subject to change) test information will be sent via email to the address attached to your application. Prior to completing the exam, there is a brief system set-up step to be completed.
Typical Tasks
- Provides first point of contact and day-to-day technical support;
- Obtains all relevant information to handle incidents and service requests;
- Enters data into the ticket tracking system;
- Diagnoses customer problems relying on predefined knowledge base and scripts;
- Documents incident status and resolution;
- Explains service procedures to customers/end users;
- Creates and updates job aids, procedures, checklists and scripts for resolving routine problems;
- Documents solutions to common problems and responses to frequently asked questions;
- Communicates updates on issues in a timely manner to ensure customer satisfaction and productivity;
- May provide on-the-spot training to customers;
- Supports external users as needed;
- May be assigned as a Disaster Service Worker, as required;
- Performs other related duties as required.
Employment Standards
Sufficient education, training, and experience to demonstrate the possession and direct application of the following knowledge and abilities:
Training And Experience Note
Possession of an Associate's degree from an accredited college in Computer Science, Information Systems, or other related field, or technical institute degree/certificate in Computer Science, Information Systems, or other related field.
OR
Two (2) years of recent experience problem solving basic information systems hardware and/or software products.
Special Requirements
- Ability to travel to alternate locations in the course of work.If driving, possession of a valid California driver's license prior to appointment and the ability to qualify for and maintain a County driver authorization.
- Depending on the position, related certifications may be required or desirable.
Knowledge Of
- Basic hardware and software products and problem solving/ diagnostic skills;
- Standards, policies and procedures used to address customer/end user incidents and requests;
- Operation and maintenance of information systems equipment commonly used by the County;
- Tools used in the installation, diagnostics, and repair of information systems;
- Modern office practices and procedures.
- Familiarity with business, tools and processes used in the assigned department.
Ability To
- Operate and maintain information systems equipment commonly used by the County;
- Document and maintain logs of work performed and actions taken to solve information system problems in a clear and concise manner;
- Follow oral and written instructions and modify procedures when necessary;
- Use tools to troubleshoot, install, and repair information systems equipment;
- Communicate and work effectively with others;
- Learn to administer and troubleshoot the tools, systems and processes used in the assigned department.
