Under the direction of the Chief Technology Officer/Designee, this position is responsible for handling escalated tickets and concerns for all personnel (in-house and outsourced) that provide 24/7/365 technology support services for all Cook County Sheriff’s Office (CCSO) employees. Technology support services including but are not limited to Help Desk call-taking, End User deployment, integration, and support of various CCSO technologies using standardized methodologies to provide excellent customer service.
Key Duties and Responsibilities
Install, modify, and repair computer hardware and software.
Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
Respond to requests either in person, via email, or over the phone.
Maintain daily performance of computer systems.
Ask questions to determine nature of problem.
Walk customer through problem-solving process.
Clean up computers.
Run diagnostic programs to resolve problems.
Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.
Install computer peripherals for users.
Coordinate the set-up of data services, as well as phone, computer, and printer installation.
Follow up with customers to ensure issue has been resolved.
Gain feedback from customers about computer usage.
Identify client requirements by establishing personal rapport with potential and actual clients and other persons able to understand service requirements.
Prepare reference for users by writing operating instructions.
Maintain historical records by documenting system changes and revisions.
Maintain client confidence and protects operations by keeping information confidential.
Contribute to team effort by accomplishing related results as needed.
Provide second level support, not limited to answering a high volume of calls and emails from customers.
Knowledge, Skills and Abilities
Ability to work in a stressful environment.
Exhibit excellent problem solving, and analytical skills with the ability to implement a solution.
Must have a strong dedication and display enthusiasm in providing excellent customer service.
Superior telephone etiquette and an ability to deal effectively with customers, vendors, peers, and management.
Excellent listening, oral and written communication skills, express a customer service focused demeanor and temperament.
Capacity to learn multiple new software products both functionality and how to troubleshoot.
Ability to work well with people with varying degrees of technical experience / knowledge.
Ability to organize information by studying, analyzing, interpreting, and classifying data.
Minimum Qualifications
Possession of a High School Diploma or General Education Development (GED) test certificate.
Possession of an Associates or higher degree, from an accredited college or university AND/OR equivalent work experience in End User Computing.
Possession of a valid Driver’s License, proof of vehicle insurance and the ability to operate a motor vehicle.
Required to be capable to work any shift assigned, including days, afternoons, or midnights; must be capable of working holidays and weekends; must be able to work unplanned assignments when needed, as required, including mandatory overtime as required.
Must be able to independently lift and move printers, towers, other hardware, up to 50 pounds and a distance up to 30 yards. Technicians must be able to swap components as needed.
Must be able to travel to and from all locations throughout Cook County where Sherriff’s Office technology is placed.
Required to travel to work assignments by providing own means of transportation.
Required to work independently driving a vehicle for the complete tour of duty
The candidate must be flexible to work different shifts, hours and/or locations as needed to support 24/7/365 operations.
Preferred Qualifications
Possession of a bachelor’s or higher degree, from an accredited college or university, in Computer Science or related field
Possess A+ certification.
Possess certification as a Microsoft Technology Associate (MTA).
Possess certification as a Microsoft Certified Solution Associate (MCSA).
Possess certification as a Microsoft Certified Systems Engineer (MCSE).
The duties listed are not set forth for purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside an employee’s normal line of work.