SYSTEM ADMINISTRATION SPECIALIST (FIRST REVIEW OF APPLICATIONS 10/3/23)

Description

Performs escalated or challenging hardware and software repairs while supporting a diverse range of user departments. Resolves hardware, software and networking/communication problems, conflicts and defects. Interfaces effectively with employees and coworkers to support desktop computers, printers, wide-format plotters, multi-function copiers, software applications, etc. Maintains and enhances user support software's within the county and suggests improvements and efficiencies to enhance end user support.

Examples of Duties

• Maintains and enhances support applications while organizing a team of technicians for efficient user support and projects.
• Provides continual feedback and improvements on service metrics such as average response times, ticket completions, and overall ticket counts.
• Maintains inventory of assets and parts within support management system.
• Provides escalated support to network users for more complicated tasks.
• Answers questions relative to business applications (MS Office, custom internal database applications, Outlook, etc.).
• Maintains Active Directory structure regarding the creation and management of users and endpoints.
• Configures PCs, printers and other devices for network users.
• Provides courteous and professional customer service.
• Creates inhouse guides and training manuals for common tasks and software.
• Development and maintenance of internal Knowledge Base Articles.
• Installs and configures printers for network users, script maintenance and updates.
• Investigates, analyzes and resolves complex hardware/software problems on County computer systems; performs advanced repairs, maintenance, technical assistance and support on a wide range of PC-based computers and peripherals.
• Interacts and communicates effectively with various groups and individuals such as immediate supervisor, co-workers, County personnel, contractors, general public and governmental agencies.
• Operates a vehicle and variety of equipment, which include a computer, plotter, scanner, printer, telephone, calculator, copier, fax machine, etc.
• Provides technical assistance, support and troubleshooting in the resolution of system communications failures and conflicts.
• Evaluates existing computer hardware and performs system upgrades, based on security needs and end user requirements; installs, integrates, customizes, configures and tests new applications and hardware; resolves configuration conflicts and errors.
• Researches, analyzes and recommends appropriate computer hardware to support the County's expanding technology needs.
• Performs routine, day-to-day hardware and software maintenance as assigned and assists in proper upkeep and utilization of systems.
• Performs a variety of routine administrative duties as required, which include but are not limited to preparing reports and correspondence, entering computer data, copying and filing documents, attending meetings, answering the telephone, etc.
• Assists in developing and enforcing of policies for the use of computer systems and software by the public. Assists in the managing of public access workstations.
• Coordinates with third party support organizations for repairs, troubleshooting and replacements.
• Maintains a broad knowledge of the latest technology, equipment and systems; participates in professional development activities as appropriate.
• Shares "on-call" responsibilities for system downtime issues requiring onsite visits to County offices (during and after "regular" business hours) to access problems and initiate corrective actions to ensure minimal data loss and continued operations.
• Trains County employees, as appropriate.
• Locates, troubleshoots and places network/telecommunications cabling.
• Travels frequently between various County offices.
• Attends and remains at work regularly and adheres to policies and procedures regarding absenteeism and tardiness. Provides adequate notice to higher management with respect to vacation time and leave requests.
• Performs related duties as required and other job-related duties as requested by supervisor.

(These essential functions are not a complete statement of all duties required of the job. Employees will be required to perform such other related job duties as may be assigned or required.)

Typical Qualifications

Requires an Associate Degree or an equivalent Certification(s), such as a CompTIA A+ or higher, supplemented by at least two (2) years experience directly related to the duties and responsibilities of the position. Requires at least one (1) year of experience successfully guiding a team of employees within a helpdesk style support role. A directly related higher degree from an accredited institution may be substituted for years of experience. Must obtain an Information Technology Infrastructure Library (ITIL) Certification within eighteen (18) of hire. Must possess a valid State Driver's License.

PREFFERED EDUCATION AND EXPERIENCE:

Requires a Bachelor Degree or an equivalent Certification(s), supplemented by at least three (3) years experience directly related to the duties and responsibilities of the position. Certifications such as CompTIA Net+, Security+, VCA, CCNA, CISSP, Microsoft Technology Associate, ITIL. Experience working directly with Windows 10, Server 2012-2019, VMWare, IOS and Cisco Networking Devices. Two or more years experience managing a service desk and supervising a team of end user support staff.

Supplemental Information

• Knowledge of the methods, policies and procedures of the Department and Nassau County as they pertain to the performance duties of the System Administration Specialist.
• Knowledge of the laws, ordinances, standards and regulations pertaining to the specific duties and responsibilities of the position.
• Knowledge of general computer technology, trends and applications.
• Knowledge of Solarwinds Web Helpdesk.
• Knowledge of team leadership in a support environment.
• Knowledge of end-user support best practices.
• Knowledge of DHCP and DNS's role in network topology.
• Knowledge of sysprep process and PC imaging techniques.
• Knowledge of information systems theories and practices.
• Knowledge of operating systems, database design and management, data communication design, vender-supplied software and programming languages.
• Knowledge of the equipment and software used in wide-area and local-area network systems.
• Ability to design and maintain systems to support the varied functions of County departments.
• Ability to ensure system integrity and to minimize computer down-time.
• Ability to develop and present effective training for staff and public users.
• Ability to provide prompt and courteous user support and assistance as requested.
• Ability to perform minor repairs to computer hardware.
• Knowledge of modern office practices and technology.
• Ability to perform required mathematical calculations.
• Knowledge of proper English usage, punctuation, spelling and grammar.
• Ability to type accurately at a rate sufficient for the successful performance of assigned duties.
• Ability to operate and maintain a variety of office equipment as necessary in the performance of daily activities.
• Skilled in applying attention to detail on all technical and administrative tasks.
• Ability to read and interpret various materials pertaining to the responsibilities of the job.
• Ability to take the initiative to complete the duties of the position with occasional supervision.
• Ability to plan, organize and prioritize daily assignments and work activities.
• Ability to offer training and assistance to co-workers and employees of other Departments as required.
• Ability to learn and utilize new skills and information to improve job performance and efficiency.
• Ability to perform duties in a courteous manner and with the utmost integrity in the best interest of the public.
• Ability to make public presentations.
• Ability to work under stressful conditions as required.
• Ability to react calmly and quickly in emergency situations.

ESSENTIAL PHYSICAL SKILLS:

• Some tasks may require extended periods of time at a keyboard or workstation.
• Stooping
• Kneeling
• Bending
• Crouching
• Reaching
• Standing
• Walking
• Lifting and carrying up to 20 lbs.
• Pushing and pulling

(Reasonable accommodations will be made for otherwise qualified individuals with a disability)

WORK ENVIRONMENT:

• Generally, works inside in an office environment.
• Some work performed outdoors.
• Has knowledge of the occupational hazards and safety precautions of the trade.

ADDITIONAL INFORMATION:

Incomplete applications will not be considered. Applications will continue to be received until the listed closing date or the position is filled, whichever is earliest. Submission of an application does not guarantee the applicant an interview. Applicants will be subject to a criminal background check.

Nassau County is an Equal Opportunity Employer and a Drug Free Workplace. Nassau County values the service veterans and their family members have given to our country and that the County supports the hiring of returning service members, military spouses, and their family members as such this position is eligible for Veterans' Preference in accordance with applicable laws.

The information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, environmental conditions, or qualifications required of employees assigned to this position. This position may be required to work in a safety sensitive capacity at any time based on emergency declaration or other operational need. Nassau County reserves the right to edit or re-write this job description at any time.

An organization is only as good as the people it employs. To attract and retain the best team possible, theNassau County Board of County Commissionersoffers a competitive benefit program. We believe that if we expect our employees to support the County, we must first support the health and financial well-being of our employees and their families, now and as they plan for their future.

BOCC-Contributed Benefits

• Medical & Prescription Drugs Benefits
• Health Savings Account (HSA) Contributions with a Qualified Plan
• Florida Retirement System
• Employee Assistance Program
• Tuition Assistance Program

Optional Benefits

• Dental
• Vision
• Life & AD&D
• Supplemental & Dependent Life & AD&D Insurance
• Long Term Disability
• Voluntary Benefits Offered By Aflac and/or Colonial
• 457(b) Deferred Compensation Program
• Roth IRA

NOTE: For detailed information regarding available benefits click here.

FLORIDA RETIREMENT SYSTEM (FRS)The Florida Retirement System is a retirement plan designed to provide an income to a vested employee and his/her family when the employee retires, becomes partially or totally disabled, or dies prior to retirement. A defined benefit or defined contribution option may be chosen by the employee. Employees are required to contribute 3% of their salary per Florida Statute.

TUITION ASSISTANCE PROGRAMThe County may provide tuition assistance to cover the cost of tuition and books to County employees requesting tuition reimbursement for courses at an accredited college or university which are applicable to the employee's field of work and/or are of such nature to directly prepare employees for positions of greater responsibility within the County. Contact the Human Resources Office for additional details.

HOLIDAYSThe following, as well as any other days the BOCC may declare, are designated as official holidays for County Employees:

New Year's Day
Martin Luther King, Jr. Day
Presidents Day
Good Friday
Memorial Day
Juneteenth
Independence Day
Labor Day
Veterans Day
Thanksgiving Day
The Day After Thanksgiving
Christmas Eve
Christmas Day

PTO LEAVE All full-time employees shall accrue Paid Time Off (PTO) Leave in accordance with the following formula:

Years of Employment Hours Per Year
0 through the end of the 4th year 180
5 years through the end of the 10th year 200
11 years through the end of the 15th year 220
16 years and over 240

For additional information please view Nassau County's Policies & Procedures .