BUSINESS TECHNICAL SUPPORT-INTERMEDIATE* - 02182025-65531

Job Information

LOCATION OF (2) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, BUSINESS SOLUTIONS DELIVERY DIVISION, DAVIDSON COUNTY

This position supports Safety and Homeland Security and requires CJIS & FTI fingerprints. This position also requires a criminal background check. Therefore, you may be required to provide information about your criminal history to be considered for this position.

Positions are designed as hybrid.

Qualifications

Overview

Responsibilities

1. Respond to the customer with the most accurate and complete information available to include escalating or reassigning issues or requests for service.
2. Identify appropriate agency-specific technical solutions to resolve business needs.
3. Provides Customer Support and technical issue resolution via hands-on, E-mail, phone, remote access tools, and other electronic medium.
4. Tracks and maintains communication with the customer from the beginning to the end of any established issue, or concern.
5. Supports mobile devices to identify and resolve issues related to agency applications.

Interacting With Computers:

1. Configures and deploys devices with agency-specific images.
2. Assist with software and hardware implementations for new and existing applications.
3. Configures and deploys specialized printers.
4. Sets up and troubleshoots video conferencing and Audio Video equipment.
5. Edit media production.

Repairing and Maintaining Electronic Equipment:

1. Repairs and maintains agency-specific electronic equipment.
2. Assist with telecommunications support.

Communicating with Persons Outside the Organization:

1. Communicate effectively with outside vendors while representing the state in a professional manner.

Performing Administrative Activities:

1. Utilize a problem resolution system to track customer requests.
2. Perform local backup procedures for agency data.
3. Grants approved access to agency applications for system access and security levels. May serve as a liaison to the OIR security team.
4. Identifies and analyzes equipment for inventory replacement and coordinates surplus efforts.

Getting Information:

1. Confer with customers by telephone, e-mail, or in person in order to provide assistance with Information Technology products and services to support the customer in completing job duties.
2. Reviews multiple logs (security, users, performance, etc.) and monitors systems activity to determine and help resolve issues.

Updating and Using Relevant Knowledge:

1. Use various methods to perform research from a technical knowledge base and any other pertinent resources.

Communicating with Supervisors, Peers, or Subordinates:

1. Maintain good working relationship with managers, peers, and the customer served.
2. Communicate effectively by keeping supervisor informed of issues affecting performance.
3. Communicate on a regular basis with coworkers/team to share knowledge.
4. Communicate effectively in written form, by email, by phone or in person.

Documenting/Recording Information:

1. Maintains knowledge base of issue resolution to be used by IT peers to help solve problems.
2. Create resource, reference and instruction materials for technical and end-user training.
3. Documents procedures associated with daily IT operations.

Evaluating Information to Determine Compliance with Standards:

1. Becomes familiar and identify any violations to the state's acceptable-use policy and recommends appropriate actions to supervisor.

Interpreting the Meaning of Information for Others:

1. Interpret technical documentation and solutions to customers.

Training and Teaching Others:

1. Assist with customer training, either on-site or via remote conferencing on agency-specific applications using established guidelines.
2. Assist with product demonstrations to potential customers.

Performing General Physical Activities:

1. Lifts, bends, stands, sits, walks and talks for substantial periods of time.

Competencies (KSA's)

1. Problem Solving
2. Approachability
3. Business Acumen
4. Dealing with Ambiguity
5. Functional/Technical Competency
6. Learning on the Fly
7. Technical Learning
8. Customer Focus
9. Time Management
10. Written Communications

Knowledge:

1. Knowledge of Business and Management Principles
2. Basic Office Automation
3. Familiar with Customer Relationship Management
4. Familiar with Instructional Design Methodologies
5. Familiar with Adult Learning Principles
6. Elementary knowledge of Methods for Curriculum and Training
7. Basic Common E-Learning Development Software
8. Elementary Understanding of Learning Management Systems and Standards
9. Elementary Knowledge of Business Applications Security Roles
10. Elementary Knowledge of Business Application Processes
11. Knowledge of Remote Assistance Software
12. Basic Knowledge of Hardware Components
13. Knowledge of Hardware and Software Installation
14. Elementary Knowledge of Networking Principles
15. Familiar with Application Reporting Tools
16. Elementary Knowledge of Client-Based Application Installation
17. Elementary Knowledge of Web-Based Application Installation
18. Basic Knowledge of PC Operating Systems
19. Basic Knowledge of Project Management Principles
20. Basic Knowledge of Audio/Visual Equipment
21. Basic Knowledge of Web Cameras
22. Learn Web Conferencing Packages
23. Knowledge of Mathematics
24. Knowledge of Statistics
25. Knowledge of Telecommunications and Devices

Skills:

1. Presentation Skills
2. Training Skills
3. Communication Skills
4. Basic Analytic and Diagnostic Hardware Skills
5. Basic Analytic and Diagnostic Client-Based Software Skills
6. Basic Analytic and Diagnostic Web-Based Software
7. Escalate or Resolve Issues
8. Analytical Thinking Skills
9. Aptitude to Perform Application Administration and Support
10. Active Listening
11. Critical Thinking
12. Reading Comprehension
13. Public Speaking
14. Good Writing Skills
15. Social Skills (Negotiation, Persuasion, Mediation, Social Perceptiveness)
16. Determine Tools and Equipment needed to do a Job
17. Basic Understanding of Programming
18. Judgment and Decision Making Skills
19. Time Management Skills

Abilities:

1. Ability to Travel
2. Ability to Deal with Frequent Changes
3. Installing and Configuring Software
4. Installing and Configuring Hardware
5. Ability to lift up to 50 lbs.
6. Ability to Comprehend, Retain, and Apply Newly Introduced Skills
7. Reasoning (Deductive and Inductive)
8. Fluency of Ideas
9. Thinking Skills (Logical and Creative)
10. Problem Sensitivity
11. Ability to Focus
12. Ability to Shift Back and Forth between two or More Activities
13. Dynamic Flexibility (Bend, Stretch, Twist, etc.)
14. Fulfill Physical Demands Related to Specified Tasks for Substantial Periods of Time

Tools & Equipment

1. Personal Computer
2. Telephone
3. Printer

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.