IT Customer Support Specialist I/II

Description


THE COUNTY OF EL DORADO
The County of El Dorado is committed to promoting the power of public service by fostering a diverse and collaborative workplace where employees are empowered, respected and valued. The dedicated efforts taken by the Board of Supervisors continues to promote El Dorado County as a competitive employer that is committed to recruiting and retaining qualified employees by advocating for competitive salaries and excellent benefits. The County of El Dorado is also supportive of providing telework opportunities for employees consistent with business needs and in accordance with Board of Supervisors Policy E-12 - Telecommuting.

INFORMATION TECHNOLOGIES
The Information Technologies staff delivers creative, practical solutions and services in support of the current and future technological needs of El Dorado County. The Technical Services division provides installation, customization, maintenance and support of hardware and software for the Enterprise Server (IBM zBC12 and related equipment) and its subsystems, including z/OS, CICS/TS, Enterprise COBOL, M204, other IBM program products and multiple independent software vendor packages. Additionally provides installation, customization, maintenance and database administration support for County users of DB2 and M204. The unit provides first the level technical support to members of IT staff and County departments.

THE OPPORTUNITY
This in-person role, based in Placerville, CA, offers the opportunity to provide hands-on technical support to County-wide technology users. The Information Technology Customer Support Specialist I/II provides technical support to County-wide technology program clients on a diverse range of personal computers, hardware, software, and peripheral issues and/or provides training and assistance on standard applications used throughout the County; receives and triages incoming requests from clients by asking diagnostic questions to identify the nature of the issue and establishing problem priority; serves as a first-level responder on the full range of standard technical issues and a second-level responder on limited, routine technical issues; ensures consistent and timely communication with clients on resolution efforts; provides technical support in the installation, configuration, maintenance, and repair of desktop computers and associated applications and network/communication systems; and performs related duties as assigned.

The Selected candidate will have the opportunity to:

• Serve as first-level responder by performing routine duties such as resetting passwords, and diagnosing and fixing routine desktop hardware and software or communication connectivity issues; resolve issues within prescribed timelines, or refer to higher level technical or professional staff for further investigation and resolution.
• Provide second-level assistance by conducting an on-site assessment of the issue; investigate, troubleshoot, evaluate and resolve routine computer hardware, software, and peripheral equipment problems; as applicable, refer issue to higher level technical and professional staff for more complex problem resolution.
• Enter service-related information into automated work management system, ensuring system is updated when actions are taken; maintain accurate records and files; document progress and procedures performed; generate systems reports on a periodic basis.
• Continuously monitors the status of assigned work orders and ensures clients are updated on the time frame for resolution.
• Install and configure desktop computers, hardware, and software; load and test specialized applications and security devices; apply software patches; ensure connectivity to network and communication systems.

For a full description of duties and responsibilities, please review the job description here.

Human resources will assess your application to determine if you are minimally qualified using the following recommendations:

Any combination of the required training and experience that would provide the required knowledge, skills, and abilities is qualifying.

Information Technology Customer Support Specialist I :

Equivalent to an associate degree from an accredited educational institution with major coursework information technology, computer science, or a related field;

AND

One (1) year of experience providing technical support to users of desktop computer hardware and software and/or providing training to users of standard software.

Information Technology Customer Support Specialist II :

Equivalent to an associate degree from an accredited educational institution with major coursework information technology, computer science, or a related field;

AND

Three (3) years of experience providing technical support to users of desktop computer hardware and software and/or providing training to users of standard software;

OR

Two (2) years of experience at a level equivalent to the County's class of Information Technology Customer Support Specialist I.

Additional technical support and/or training experience beyond the required experience listed above may be substituted for the required education on the basis of one (1) year of experience is equivalent to 30 semester (or 45 quarter) units. Possession of nationally recognized certification(s) in the fields of information technology, computer science, or a closely related field may be substituted for some or all of the required education.

Licenses and Certifications: Possession of, or ability to obtain, a valid California Driver's License by time of appointment and a satisfactory driving record.

Click here to view the minimum qualifications for Information Technology Customer Support Specialist I/II, as well as the physical, environmental, and working conditions.

SUBMIT YOUR APPLICATION
Apply online by clicking the 'Apply' link at the top of this announcement. When your online application and responses to the required supplemental questions are complete, click 'Accept'.

If you have any questions regarding this recruitment, contact Kim Rose in Human Resources at Kim.Rose@edcgov.us.

Click here to get tips for applying with the County.

RECRUITMENT PROCESS
The Human Resources Department will screen all applications to identify qualified candidates. After screening, qualified candidates will be referred to the next step and notified of all further procedures applicable to their status in the recruitment process.

Training and Experience Evaluation

A training and experience evaluation will be utilized to determine an applicant's ability to continue in the recruitment process ranking for referral to specific vacancies. Based upon the information in the application and/or responses to supplemental questions, the applicant's education, training and experience will be evaluated using a pre-determined formula.

Supplemental questions play an integral role in this recruitment process. Please take the time to provide thoughtful and thorough responses. The information you provide may be used to determine your ranking for referral to specific vacancies. All work experience described or included in your response(s) MUST be included in the "Work Experience" section of your application. Do not refer to a resume or other documentation.

For more information on the recruitment process, click here .

Based on the department's needs, the selection procedures listed above may be modified. All candidates will be notified of any changes in the selection procedures.

ADDITIONAL INFORMATION
The County of El Dorado is recruiting applicants for IT Customer Support Specialist I/II. This recruitment will establish a list for the purpose of filling current and future full time, part time, and extra help vacancies for at least three (3) months. In accordance with Personnel Rules 1103.1 and 1105.1, an extra help or limited term employee may be transitioned into a regular employee if the department in which the employee works has a vacant allocated position for the same classification as held by the extra help or limited term employee and the appointing authority requests such transfer.

If you are interested in the position of Information Technology Customer Support Specialist I/II, please submit your application.

We are currently filling the following:

• One (1) full time vacancy in the Information Technologies Department located in Placerville, CA.

Click here for Frequently Asked Questions.

The County of El Dorado is an Equal Opportunity Employer and encourages applicants from diverse backgrounds to apply.

Many job classifications require a pre-employment medical screening. Depending on the job classification, medical screening may include drug testing; a positive test may result in revocation of an employment offer.

Not just rustic mining towns and historic sites - Today El Dorado County is a year-round vacation destination overflowing with outdoor adventure, inviting agritourism locations, enriching family activities, and a proud Gold Rush history.

Escape the traffic and smog because El Dorado County is just:

• 40 miles from Downtown Sacramento
• 50 miles from Sacramento Airport
• 129 miles to San Francisco

Here are a few of the many activities and events available throughout El Dorado County:

• Hiking, Camping, Fishing, Boating, and Watersports
• Skiing and Snowboarding
• Live Music and Music Festivals
• Local Craft Breweries and Wineries
• El Dorado County Fair
• Placerville Speedway
• Farm to Fork Restaurants
• Local Shopping Gems

Employees who are buying a home in El Dorado County may qualify for down payment assistance. Click here for more information.

CHECK OUT OUR VIDEO TO LEARN MORE!

The County of El Dorado is committed to providing a comprehensive, flexible benefits program to meet your needs!

For your Health and Well-Being:

• Medical
  
• Dental
  
• Vision
  
• Flexible Spending Accounts - FSA & HSA
  
• Employee Assistance Program (EAP)
  
• Basic Life Insurance
  
• Long Term Disability (LTD)
  
• County sponsored Wellness program
  
• Discounts on gym memberships
  

For your Financial Future:

• CalPERS Retirement
  
• Deferred Compensation (457) Plans
  
• Optional Life Insurance
  

For your Work/Life Balance:

• Paid Holidays
  
• Floating Holidays
  
• Vacation and sick leave accruals
  
• Personal and bereavement leave
  

Below is a comprehensive benefit summary based on full-time, regular employment for the bargaining unit to which this classification is assigned.

Revised 1/2025, valid until modified by successor MOU or negotiated agreement.

To learn more about the benefits offered by the County of El Dorado please visit our website located here .

Extra help employees are not considered regular employees, therefore do not attain civil service status, and do not receive benefits or paid leaves; however, they do accrue sick leave consistent with the law.

Closing Date/Time: 5/28/2026 11:59 PM Pacific

• 

• County of El Dorado

• 530-621-5565

Show more