Field Technician I

06/15/2018

Field Technician I
Cook County Sheriff’s Office- Chicago, IL
$55,001 - $65,817 a year
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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 include, 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 Responsibilities and Duties

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.

Knowledge, Skills and Abilities

Ability to work in a stressful environment

Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.

Respond to request either in person or over the phone.

Maintain daily performance of computer systems.

Respond to email messages for customers seeking help.

Ask questions to determine nature of problem.

Walk customer through problem-solving process.

Install, modify, and repair computer hardware and software.

Clean up computers.

Run diagnostic programs to resolve problems.

Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems.

Active Directory Knowledge

Ability to create and modify Group Policies

Windows Server Experience

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.

Identifies client requirements by establishing personal rapport with potential and actual clients and other persons able to understand service requirements.

Collects data by identifying sources of information;

Designing survey and collection methods.

Organizes information by studying, analyzing, interpreting, and classifying data.

Prepares reference for users by writing operating instructions.

Maintains historical records by documenting system changes and revisions.

Maintains client confidence and protects operations by keeping information confidential.

Maintains professional and technical knowledge by attending educational workshops;

Reviewing professional publications;

Establishing personal networks;

Participating in professional societies.

Contributes to team effort by accomplishing related results as needed.

Written Communication, Operating Systems, Reporting Skills, Client Relationships, Documentation Skills.

Other job functions needed.

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.

Ability 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.

Must be able to lift and move printers, towers, other hardware.

Technicians must be able to swap components as needed.

Must be able to travel to and from all locations throughout Cook County where Sherriff Office technology is placed.

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.

The Cook County Sheriff’s Office prohibits all unlawful discrimination in its hiring and promotional process.

All Cook County Sheriff’s Office employees must apply on the internal employment page to be considered;

The application may be accessed via the SheriffNet site.

Note: All Internal Applicants are subject to Cook County Promotional salary rules if selected.

Benefits:
Health Insurance Program – Health insurance coverage includes medical, dental and vision care and is available for an employee and his/her eligible dependents
Holidays – Twelve (12) Holidays are granted in each Fiscal Year

Sick Leave – Granted sick leave is earned and accrued at the rate of one (1) day for each month of service and may be accumulated up to one hundred and seventy-five (175) working days

Vacation Leave – Granted Vacation leave is earned and accrued, with employees having the opportunity to accrue ten (10) days within the Fiscal Year; Vacation leave accruals increase based on an employee’s anniversary date of employment

Personal Days – Employees earn and accrue one (1) personal day per quarter, up to a total of four (4) Personal Days per Fiscal Year

Life Insurance – Basic term life insurance, equal to one (1) times the employees annual salary, is offered to every employee at no cost and the employee may elect to purchase supplemental coverage

Pension Plan – Employees contribute into the Cook County Pension Fund and earn a prescribed percentage for each year of service;

Employees may be eligible for an annual annuity after ten (10) years of service and upon reaching a certain age based on when the employee started employment

Deferred Compensation Program – Employees may elect to enroll in a deferred compensation plan, a tax deferred plan which may be used as a supplemental retirement option

Job Link:
https://cookcountyil.taleo.net/careersection/300/jobdetail.ftl?job=207820&src=JB-10320



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