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IT Support Specialist I - Police IT Support Team

Henrico County
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Provides first-level technical support for computers, devices, equipment, applications, software, peripherals, and other technology. Resolves support tickets using in-person and remote solutions. Escalates tickets or seeks help as appropriate. This is the first level in a career development plan (CDP); performs other duties as assigned.

Essential Duties

 

Henrico County's Information Technology Department is seeking an IT Support Specialist I to join the Police IT Support Team. You will provide first-level technical support for the computers, devices, applications, and systems that keep police operations running, resolving support tickets through both in-person and remote solutions. This is the entry level in a career development plan, with the opportunity to grow your skills and advance within the IT Support Specialist series.

 

WHAT YOU'LL DO

  • Provide basic tier 1 support to end users in assigned departments
  • Support staff located in the Public Safety Building and remote locations
  • Respond to routine requests for break/fix, password resets, and support of computers, office automation software, peripherals, devices, phones, and common business software
  • Respond to user-reported issues via phone, email, or ticketing system, including desk-side support
  • Support physical computer and peripheral deployments as part of the department's Technical Refresh efforts
  • Transport equipment to remote locations
  • Support staff moves and office technology relocation
  • Complete assigned work orders with minimal oversight
  • Troubleshoot basic network, telecommunications, and connectivity issues
  • Manage network accounts using network management tools such as Active Directory
  • Check for, eliminate, and restore secure functioning after computer viruses
  • Maintain asset inventory and process equipment disposal according to Departmental and County guidelines
  • Communicate technical information to non-technical audiences in user-friendly language
  • Provide basic training to end users on the availability and proper use of various technologies
  • Respond to, update, and close support tickets per procedures
  • Create and update technical documentation
  • Maintain Criminal Justice Information Services (CJIS) certification and perform duties within CJIS guidelines
  • Adhere to compliance and confidentiality expectations
  • May assist other colleagues with projects or with higher-level tasks

 

WHAT YOU'LL BRING

  • Basic knowledge of personal computers, telecommunications, network and systems architecture and equipment, and common business software and office equipment
  • Knowledge of current operating system environments, including mobile device OS
  • Basic knowledge of access and security management best practices, such as cybersecurity principles, phishing/malware identification, and multi-factor authentication (MFA) troubleshooting
  • Basic knowledge of virus software and the ability to mitigate viruses
  • The ability to efficiently learn County-specific practices, software, and tools
  • The ability to diagnose and resolve basic technical issues

 

PHYSICAL REQUIREMENTS

 

Physical ability sufficient to perform assigned duties in a variety of related settings, locations, and conditions as needed, including lifting up to 40 lbs unassisted.