Job Description

General Function

Responsible for day-to-day operations of the County’s Service Center. Performs technical work providing customer support and problem resolution associated with all ISS applications, computer hardware, network and telephony. Work is performed under the general supervision of the Support Center Supervisor or designee and is evaluated on accuracy, efficiency and achievement of desired results.

Representative Duties

· Provides service and guidance for escalated technical issues.

· Researches complex problems associated with Orange County voice and data networks.

· Coordinates with internal County support and operation groups and/or vendors to resolve problems.

· Assists in developing, updating, and maintaining Service Center procedures and knowledge base.

· Provides guidance and training for less experienced Service Center personnel.

· Upholds policy to ensure compatibility and premium services of all users.

· Performs other related duties as assigned.

Minimum Qualifications

Associate’s Degree from an accredited institution in Computer Science or closely related field and one year of customer service experience in a computer support environment.

Customer service experience in a computer support environment may be substituted for education on a year-for-year basis. 

Must be able to effectively communicate on both technical and non-technical issues. 

Must possess a high level of expertise in all Microsoft Office products.

ENVIRONMENT

Information Systems & Services supports over 10,000 desktop workstations. Software standards include but not limited to the latest Microsoft Office Suite Professional, Microsoft Exchange, Microsoft Outlook, productivity software applications and industry standard business applications.

A. Programming Languages and Tools

· SQL, MicroFocus Cobol, PHP, IBI- WebFocus, Oracle SQL ,PeopleTools, Peoplecode, PeopleSoft’s Query Tool, SQR, Business Objects and Crystal Reports, XML, HTML, JAVA, .NET, C#, ESRI Suite, and PowerShell Scripting.

B. Database Management Systems

· Oracle – 3 most recent versions

· MS SQL Server – 2 most recent versions

C. Operating Systems

· UNIX (AIX), LINUX (Redhat), Microsoft Windows 10 or higher, Microsoft Server 2008 or higher, VMWare, Industry Standard Load Balancer, Content Switches.

D. Network

TCP/IP & RFC standards & protocols, Cisco IOS, Cisco 7600 series and ASR 1K routers, OSPF and BGP, Catalyst 45XX - 65XX, Cisco 9000 series switches including multilayer switching, Juniper EX series switches, MX routers and SRX firewalls. Linux (DNS and network monitoring), ASA 5500-x firewalls, VPN (IPSEC and SSL), Wireless LAN controllers 5520s and Cisco Meraki SD-WAN, Solarwinds, Multicast, SNMP, VoIP, SIP, CME, Avaya 8700 Enterprise Series.Section 2, Specification / Scope of Services | Page 2

E. Email

· Microsoft Exchange – 2 most recent versions

· Industry Standard

· Filtering Appliance

F. Hardware

· IBM P9 series servers, Cisco and Dell server platforms, EMC, Cohesity, Pure, NetApp storage, and Citrix Netscaler load balancers.

G. Applications

· Financial, PeopleSoft HRMS, Inventory, Work Order, Wireless, Imaging, Workflow, Internet/Intranet, E-Commerce, Building Permits, Corrections, Utilities Water & Wastewater Billing, Medical/Health Services, Animal Services, Code Enforcement, GIS and Zoning.

H. Mobile Devices

· Android, Apple, Mobile Device Software (MDS)

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