Services Support Analyst-Information Technology

WHO WE ARE:
The Wood County Information Technology (IT) Department strives to provide a work environment where diversity and differing opinions are valued, creativity is encouraged, continuous learning and improvement are fostered, teamwork and open/honest communication are encouraged, and meeting customer needs through quality services is a shared goal across all departments. If you have a background in IT, please consider joining our team!

WHAT WE OFFER:

In addition to who we are, 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

CURRENT OPPORTUNITY TO JOIN OUR TEAM:

The IT Department has an immediate opening for a Services Support Analyst. The purpose of this position is to provide support for software and hardware implemented throughout the county. This includes implementation activities related to the integration of applications and technologies within the organization’s environment. SSA provides relief support of IT Help Desk operations and resolves issues. Manages billing and reporting of assets used by other departments, with strict attention to detail, to ensure the IT budget stays on target. Serves as the County’s Social Media Coordinator. Overall, the position requires the ability to work both independently and as a team member, with dedication and discretion on significant and complex systems that affect the entire organization.

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. Create and maintain documents and forms for IT related business processes.
2. Serve as the County Social Media Coordinator.
3. Develop and maintain documentation and training manuals. Trains users in system functions and procedures. Conduct new hire orientation.
4. Perform billing for department as well as manages chargebacks to other departments or agencies.
5. Contribute to the development and communication of help sheets, knowledgebase, usage guides and FAQs for end users.
6. Maintain maintenance agreement documentation and coordinate renewals.
7. Create and maintain internal records including asset and inventory lists.
8. Communicate with vendors concerning issues or problems with products and services.
9. Respond to telephone calls, emails and in-person requests for technical support; identify, research, and resolve technical problems. Ensure timely accurate resolution and follow-up.
10. Assist in the coordination of system support by consulting with other teams within the IT, including technical support, programmers, and network staff.
11. Maintain functional knowledge to utilize and support a variety of MS applications. Attend continuing training classes and seminars.
12. Establish good working relationships and effectively communicates within the IT department as well as other County staff, elected officials, vendors and technical peers from other agencies.
13. Responsible to know and practice the Safety policies of the County. Perform all job tasks in a safe and prescribed manner.
14. Must be familiar with and exemplify the Wood County Core Values and serve with courtesy and respect in accordance with the Wood County Code of Conduct.

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. Back up Help Desk as needed.
2. Troubleshoot and coordinate printer/fax/copier issues with managed print services vendor and follow up to ensure issues are resolved.
3. Configure Voice/IP phone configurations and troubleshoots phone problems.
4. Attend monthly County Board meeting to provide technical support.
5. Assist with conference room equipment setup and support.
6. Assist users with printer operation problems and file management.
7. Arrange confidential paper records disposal.
8. Respond to after hours support calls. Participates in compensated on call rotation schedule.
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https://careers.woodcountywi.gov/

Deadline Note: Position will be posted until filled.