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SYSTEMS SUPPORT SPECIALIST II
Cherokee County
1130 Bluffs Pkwy, Canton, GA 30114

Job Type

Full Time

Remote Position?

No

Job Description

GENERAL STATEMENT OF DUTIES:

Under general supervision, this position is responsible for installing, maintaining, and
troubleshooting technology hardware and software.

MAJOR DUTIES AND RESPONSIBILITIES
Include the following: (Other duties may be assigned.)
• Installs and configures new hardware, software, and upgrades for various departments
and/or agencies throughout the County; ensure desktop computers interconnect
seamlessly with all systems including associated file servers, email servers, and
application servers. Ensures compliance with all applicable laws, regulations, standards,
policies, and procedures.
• Provides desktop support to include receiving service requests, troubleshooting
problems; interacts with end users to determine system problems/errors; research
documentation for resolution of problems; (documents problem resolution for future
reference); provides status reports of trouble calls to appropriate individuals.
• Accurately updates and maintains inventory control system. Maintains accurate records
of computer purchases and submits invoices to appropriate resources for payment.
• Oversees the evaluation of business processes to enhance functionality and efficiency;
Interacts with end users to determine specific program needs; defines appropriate
methodology for efficient/effective systems. Elicits and documents user requirements for
new systems and enhancements. Support in testing and deployment of new applications
and systems. Interprets business requirements, recognizes impact on business processes,
and makes recommendations

• Coordinates and/or works with system vendors to analyze user department needs, reviews
interfaces and modules. Coordinates and/or participates in user acceptance testing of new
systems or modifications to existing systems.
• Serves as the Lead Technical resource for departmental systems and processes. Analyzes
requirements for implementation of new systems, additional applications into systems,
and/or modifications to current applications in systems for the purpose of identifying
deficiencies or modification/upgrade needs. Ensures all systems are in compliance with
the County’s standard configuration.
• Research applicable technology and makes recommendations regarding computer
hardware and software purchases. Performs workflow analysis to determine
functionality of applications under consideration.
• Provides technical support, training, information, and assistance to end users for hardware
and software use; responds to service desk calls and requests for assistance; maintains
documentation of activities and documents status of repairs in the help desk system.
Performs follow-up with end users to ensure all is working appropriately.
• Works collaboratively with other professionals in integrating other discipline
components, standards, and protocols, e.g., security, database, email, data network, and
voice network. Cross trains in any one of these areas to serve as backup resource.
• Receives various forms, reports, correspondence, delivery documentation, diagnostic
reports, program updates, specifications, manuals, policies, procedures, or other
documentation; reviews, completes, processes, forwards or retains as appropriate.
• May participate in the development of request for proposals (RFPs), requests for quotes
(RFQs), statement of work, (SOWs), etc. Coordinates and/or assists in making
recommendations for project/support budgets, recommends purchases of equipment, and
utilizing business requirements, creates and/or evaluates bids specifications or responses.
• Maintains an awareness of new products, technologies, trends, and advances in the
profession; attends user group meetings, conferences, workshops, and training sessions
as appropriate.

Requirements

DESIRABLE QUALIFICATIONS
Education and Experience
• Associates degree in Computer Science, Information Systems, or closely related field.
• Demonstrated expertise in troubleshooting hardware and software across multiple
platforms.
• Five years progressive experience in systems support/analysis, with experience in both
hardware configuration and software installation; additional years of experience in
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desktop support functions may substitute for a portion of the required education; or an
equivalent combination of education, training, and experience.
Desired Certificates, Licenses and Registrations
• A+ Certification
Knowledge, Skills, and Abilities
• Knowledge of Microsoft operating systems (Windows 10 / Windows 11).
• Knowledge of the methods, tools, and techniques applied to diagnostics, maintenance,
and repair of hardware and software issues.
• Knowledge of Entra
• Knowledge of Microsoft 365.
• Knowledge of Active Directory, DNS, DHCP, NPS, and Certificates.
• Provide training, documentation, and knowledge transfer to technicians.
• Ability to troubleshoot, diagnose and resolve potential and real operational and system
deficiencies to ensure continued and non-disrupted service to system users.
• Ability to utilize personal computers, standard office equipment and standard software
applications, e.g., word, database, spreadsheet applications.
• Ability to communicate professionally verbally and in writing.
• Ability to instruct and train employees on the use of certain programs.
• Ability to establish and maintain effective working relationships with county employees.
• Ability to organize work, establish priorities, meet established deadlines, and follow up
on assignments with a minimum of direction.
• Provide escalation IT support for technicians.
• Perform on-call responsibilities as assigned by supervisor
• Physical ability to lift up to 50 pounds