Wood County is an Equal Opportunity Employer (M/F/D/V).

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Systems Technician Lead
Location:County Courthse WR
FT/PT:Full-time 40 hrs/week - WRS Eligible
Deadline to apply:03/04/2024
Hiring Range:$25.88 - $29.58 / hr
  
Job Responsibilities:
Wood County team members are offered competitive salaries, flexible schedules, and excellent benefits, including:

*Health Insurance - we offer low premiums and low deductibles, with excellent coverage!
*Dental Insurance
*Vision Insurance
*Wisconsin Retirement System (WRS) - This is one of the best-funded public pension plans in the U.S.!
*457 deferred compensation plan
*Vacation and Sick Time - Start accruing for both on your first day!
*10 Paid Holidays
*Flexible Spending Account to set aside pre-tax dollars for childcare and medical expenses
*Life Insurance
*Short and Long-Term Disability
*Wellness Incentive Plan
*Public Student Loan Forgiveness (PSLF) program
 
Purpose of Position
The purpose of this position is to serve as the lead for Systems Technicians and IT Interns. The Systems Technician Lead will oversee the helpdesk area, providing training and mentoring to the staff while determining priorities and overall direction of work performed within the Help Desk area.  This position ensures the maintenance of computer hardware and records, documents resolutions and procedures, and works in conjunction with the entire IT team to provide technical services.  They will also provide professional technical assistance and support to County network users and their technology needs. 

Essential Duties and Responsibilities
The following duties are normal for this position. These are not to be construed as exclusive or all-inclusive.  Other duties may be required and assigned.
1. Onboard Systems Technicians and IT Interns. This includes participating in the interview process and training/mentoring staff. 
2. Verify, analyze, and review the performance of Help Desk activities and documented resolutions and procedures, identify problem areas, and devise and deliver solutions to enhance quality of service. 
3. Manage the processing of incoming requests to the Service Desk to ensure courteous, timely and effective resolution of end user issues.
4. Develop and enforce request handling and escalation policies and procedures.
5. Train, coach, and mentor Systems Technician and Intern staff.
6. Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
7. Manage entire lifecycle for endpoint devices including, but not limited to, computers, printers, tablets, and phones and provide related reporting.
8. Monitor and audit ongoing practices and documentation to ensure consistency and efficiency within the county.
9. Respond to telephone calls, emails and personnel requests for technical support; identify, research, and resolve technical problems. Ensure timely accurate resolution and follow-up.
10. Diagnose technical problems to determine the level of technical assistance required; if unable to resolve the problem, transfer ticket in accordance with escalation procedure.
11. Install and maintain hardware and software products on workstations.
12. Maintain accurate records in network management systems such as Active Directory.
13. Install and maintain accurate inventory of software and computer equipment for entire organization.
14. Provide technical assistance to all departments in the procurement, installation, and operation of computer equipment suitable for their needs. This includes replacement, repair, rebuild of PCs, laptops and other computer hardware.
15. Assist with audio/video equipment setup and support.
16. Organize, schedule, prioritize and perform work and complete assignments accurately and within deadlines with a minimum of supervision. Travel is required for off campus sites, attending conferences, and training.
17. Attend ongoing training and continual education.
18. Perform billing for the department as well as manage the chargebacks to other departments and agencies.
19. Maintain good working relationships and effectively communicate within the IT department as well as other County staff, elected officials, vendors, and technical peers from other agencies.
20. Responsible for knowing and practice the Safety policies of the County.  Perform all job tasks in a safe and prescribed manner.

Additional Tasks and Responsibilities
While the following tasks are necessary for the work of the unit, they are not an essential part of the purpose of this position and may also be performed by other unit members.

1. Organize equipment storage areas. Recycle equipment as needed.
2. Install and terminate network cables.
3. Produce reports on helpdesk activity and efficiency.
4. Conduct IT orientation for newly hired employees
5. Train PC users in software and operating systems use.
6. Document resolutions and procedures for future reference.
7. Contribute to the development and communication of training materials for end users.
8. Respond to after-hours support calls.
9. Any other duties as may be assigned.

AA/EOE 
 

Job Qualifications:
Minimum Training and Experience Required to Perform Essential Job Functions
Associate degree in Computer Science or related field required; two (2) years PC hardware/software experience required. Two (2) – three (3) years experience in helpdesk environment. Strong organizational, communication and time management skills necessary. Preferred proficiency with Windows, software and hardware installation, and computer utilities. Understanding of networking preferred. This position will require travel to and from off-campus sites. Individual may use personal vehicle or other means of reliable transportation. Must be able to pass a background investigation for law enforcement purposes.

Position requires technical aptitude, computer repair experience, and excellent customer service skills. Must be reliable and work well as part of a team or independently.

A+ Certification and Criminal Justice Information Services Division (CJIS) training preferred.