Support Technician II

Shawano County is organized according to Chapter 59 of the Wisconsin Statutes. The following is the County's Mission Statement and Policy on Quality:

"The primary mission of Shawano County is to provide all County citizens with cost-effective, prompt and high-quality County services. Quality is the extent to which a product or service conforms to requirements and meets or exceeds customer expectations."

• It is the policy of Shawano County to recruit and select the most qualified persons for positions in the Countys service. Recruitment and selection shall be conducted in an affirmative manner which ensures open competition and provides equal employment opportunity as protected by state or federal law. If you need any accommodations during the recruitment or employment process because of a disability, please notify Human Resources to ensure appropriate accommodations can be made.

Shawano County is pleased to offer our full-time employees (30+ hours/week) a comprehensive benefits package including:

• Paid Time Off - Earn just under 5 weeks in your first year when working 40 hours/week
• Nine (9) Paid Holidays
• Health Insurance including vision coverage with option of a high or low deductible health insurance plan.
• County-funded Health Reimbursement Account or HSA depending on health plan selection.
• Prescription Drug Plan
• Gym Membership Discounts
• Dependent Flexible Spending Account
• Dental Insurance
• Long and Short-Term Disability
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Life Insurance
• State Pension Plan
• Deferred Compensation (457) Retirement Plans

Shawano County is pleased to offer our part-time employees (regularly scheduled to work 24-29 hours/week) a comprehensive benefits package:

• Paid Time Off
• Paid Holidays
• Life Insurance
• State Pension Plan
• Gym Membership Discounts
• Employee Assistance Program

Job Summary:

This position provides a variety of technical work for the Technology Services (TS) Department including but not limited to support to the end users by troubleshooting and correcting hardware, software, and network connectivity problems. Install, configure, and support all software/hardware of non-server devices including upgrades and patches. Assists in maintaining select server hardware, software and operating systems.

Essential Duties & Responsibilities:

• Maintain all County computers, mobile devices, basic network communication equipment, and associated peripherals. Analyze ways of making the computers and associated peripherals more productive and efficient.
• Install, update, troubleshoot and maintain computer operating systems and version upgrades; operating systems include but are not limited to Windows, iOS, Android, etc.
• Install, update, troubleshoot and maintain computers and associated hardware. Hardware includes but is not limited to PCs, laptops, tablets, printers, scanners, etc.
• Installing, maintaining and troubleshooting various department specific Windows & DOS applications. Also supporting Windows client software such as HOD, IMS21, eWisSacWis, TIME system, and others. Creates PowerShell and Batch scripts to automate as many processes as possible to efficiently keep software up to date on a consistent basis.
• Primarily provide advanced technical support (tier 2) for help desk tickets. Provide oversight and technical assistance to Support Tech I and Helpdesk Specialist as needed for troubleshooting tier 1 tickets. Extensive research for solutions if needed.
• Evaluate and recommend hardware products for purchase. Implement and train Support Tech I and Helpdesk Specialist as needed or requested by the TS Director.
• Create and update procedure manuals/documentation digitally with corrective actions and updated workflow. Train and evaluate Support Tech I, Helpdesk Specialists, and other users on procedures.
• Assist with the maintenance of public property assets and departmental inventory listing of Technology Services computer equipment.
• Assist in maintaining security of county computer systems.
• Efficiently and accurately respond to helpdesk tickets based on priority set by Helpdesk and TS Director.
• Required to correctly respond to alerts and log entries, ensuring the correct policies are being applied to the correct users using group policies and memberships.
• Serve as a member of the after-hours on-call team.
• Assist on projects assigned by the TS Director and any other duties as assigned.

Work Requirements:

• Associates Degree in Technology.
• Experience with troubleshooting and replacing computer hardware. Ability to install/configure the OS and technology applications.
• 3+ years of experience preferred.
• Valid Wisconsin Drivers License.