End User Support Specialist - Lucas County Information Services

GENERAL SUMMARY:

Under general supervision the End User Support Specialist’s role is to provide support to county end users and general office support on a variety of issues.

They will respond to telephone calls, email and verbal requests for support.  They will document, track and monitor problems and requests to ensure a timely resolution.

They will provide customer support by answering end user questions.

They will review, analyze, and evaluate moderately complex business and user needs.

They will perform accounts payable and payroll entry tasks.

The End User Support Specialist reports directly to the Office Manager and/or department Director/Deputy Director.

ESSENTIAL JOB FUNCTIONS:
 


* Provides guidance and assistance to users in response to written and verbal questions by phone, email or in person.


* Performs diagnosis, routing, and/or resolution of end user requests for support.


* Develops, prepares, and updates user manuals, training documents, and memorandums.


* Maintains and/or prepares records, reports and logs related to assigned functions.


* Maintains user accounts according to established procedures; maintains distribution lists.


* Performs post-resolution follow-up with end users to ensure problems are resolved.


* Manages work and delivers according to priorities set by management.


* Quickly identifies problem areas or situations, evaluates causes and takes appropriate action to resolve problems.

Escalates technical issues or problems requiring more in-depth knowledge to appropriate resources.


* Provide support for the Help Desk processing work order requests from county end users following LCIS Help Desk policies and procedures.


* First Response for support for selected issues as assigned and based on skill set.


* Assist management in obtaining quotes for services and support and expediting hardware & software purchases.


* Assist processing purchase transactions in financial system.


* Assist with tracking of department budget.


* Perform payroll date entry for the LCIS department.


* Assist manager in maintaining the Capital Assets Inventory and performing the general office inventory.


* Relies on experience and judgment to plan and accomplish goals. 


* Works on special assignments and projects as directed.


* Performs other related duties as required and assigned.


* Must exercise a strict level of confidentiality when working with county data.

MINIMUM QUALIFICATIONS
 


* Associate’s degree in office skills, computer science, technology or a related field OR equivalent work experience


* Proven analytical and problem-solving abilities.


* Knowledge of the proper use and operation of office equipment.


* Experience in the use of Microsoft 365 software and Adobe Acrobat.


* 1-2 years’ experience with accounts payable processes including data entry, quotes and processing invoices.


* Strong documentation...