As part of our total benefit package, Macomb County proudly offers medical, dental, and vision coverage, with no monthly premium to employees for single, two (2) person or family coverage. Health care, dental and vision benefits are effective the first day of employment.To learn more about Macomb County benefits click here.

DEPARTMENT: Information Technology

HIRING AUTHORITY: Chief Information Officer

FLSA STATUS: Non-exempt

EMPLOYMENT RELATIONSHIP: Just cause subject to probationary period

CURRENT HOURS AND STARTING TIME: Full-time (37.5 hours per week) position. Starting time for this position is currently 8:00 a.m.

GENERAL SUMMARY:

Supports, diagnoses, and resolves incidents received from client departments or department resources through immediate evaluation to implement appropriate corrective actions.

Installs and configures end-user devices and software packages; tests and verifies all components.

Loads and updates software on end-user devices manually or by using remote tools.

Maintains and updates inventory in asset tracking system.

Provides on-site and remote IT customer service and IT phone support for all County staff and other municipalities where contracted services have been established.

Provides help desk phone coverage as needed.

Places, tracks, and documents support calls to third-party service providers for network, workstations, end-user devices, and software.

Communicates status of incidents or service requests with appropriate IT and client resources.

Updates incident ticket and/or service request within the service desk systems with progress notes.

Resolves issues in a timely manner and works within service level response time established by the IT department.

Assists in monitoring end user device security alerts and remediates as needed.

Develops, maintains, and ensures security compliance with established hardware and software design, installation and support processes and standards.
Maintains appropriate patch and compliance levels on all network hardware to include research, testing, installation and troubleshooting issues if necessary.

Resolves incidents and service requests by escalating first level support as needed.

Acts as a project and implementation team resource in the evaluation of new technology that may be needed by the client community and/or the IT department.

Develops and executes test plans ensuring minimum requirements are in place, remediates issues and provides ongoing support for new technology.
Ensures requirement changes follow change management policy.

Communicates timely and complete status updates throughout the lifecycle of an assignment.

Maintains living documents as a client’s system and/or hardware evolves.

Completes assigned clients’ service requests and incident tickets within service level requirements.

Identifies and researches opportunities to integrate systems and simplify business operations with technology related solutions.

Maintains and grows knowledge of Information Technology through attendance of seminars, workshops, and other media to stay current and drive new solutions.

Operates an automobile to perform assigned job functions.

Performs related duties as assigned.

Required Education and Experience

A minimum of one of the following:

• Associates degree (or a minimum of 60 completed credit hours) in Information Technology or related field from an accredited college and at least three (3) years of experience with end-user device support and local/wide area network support activities
• High School diploma, active IT industry certification, and five (5) years of experience with end-user device support and local/wide area network support activities

• Experience with Microsoft System Center Configuration Manager or InTune, Microsoft Office Suite, Windows operating systems, virtual/thin client desktops, data communication, Cisco Voice products, and networking concepts
• Knowledge of ODBC drive configurations, routers, switches, and servers

• Possession of a valid Michigan driver’s license and operable, insured automobile for authorized travel

Knowledge of:

• Root cause analysis and corrective action resolution
• Information technology including hardware, software and application, and ongoing support
• Core IT methodologies (e.g. Software Development Life Cycle (SDLC), Information Technology Infrastructure Library (ITIL), Agile, Waterfall, Security)
• Microsoft Office suite

• Administration of systems used within IT for support (such as ticketing system, phone/voice system, remote tools, configuration management system, etc.)
• Establishing client relations by gaining a base level understanding of departmental business processes and making process improvement suggestions
• Working in a cross-functional business and technical team environment
• Identifying solutions and opportunities for improvement
• Navigating complex business scenarios and clients
• Interacting with business customers and handling expectations
• Problem solving and identifying solutions for improvement
• Researching and thinking logically to propose solutions
• Providing a high level of customer satisfaction and quality deliverables

• Devise strategic approaches and cost-effective solutions that demonstrate measurable business value
• Work within departmental policies and standards for production implementation, documentation format, methodology, techniques and tools, and related procedures including making recommendations for improvements
• Document clear and concise procedure documentation
• Be a self-starter and work independently with minimal direction
• Work well in a team environment
• Support multiple projects and/or work assignments
• Mentor peers and other supporting team members
• Contribute and support a continuous improvement work environment
• Excellent listening, interpersonal, written, and oral communication skills
• Communicate clear and concise technical and non-technical content
• Establish and maintain effective service-oriented relationships with co-workers, elected officials, Executive Office, Department Heads, and vendors
• Carry out oral and/or written instructions timely and with quality
• Identify and recommend job related improvements
• Conduct oneself with tact and courtesy
• Adhere to IT policies and procedures
• Work in an environment which embraces the county’s Dignity Campaign
• Maintain the confidentiality of information and professional boundaries
• Effectively speak, write and understand the English language
• Effectively speak, write and understand a language other than English is preferred

WORK ENVIRONMENT/CONDITIONS

• The work environment and exposures described here are representative of those an employee encounters while performing the essential functions of this job.

N/S=Never/Seldom O=Occasionally F/C= Frequently/Continuously

PHYSICAL DEMANDS

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

N/S=Never/Seldom O=Occasionally F/C= Frequently/Continuously