TECHNOLOGY SUPPORT SPECIALIST- 40001267

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GENERAL DESCRIPTION:

The purpose of this position is to provide technology support, training, and digital learning services to assigned County department staff. The position provides first-line technical and application support; develops and delivers technology training, curricula, and e-learning content; supports new employee technology onboarding; and assists with implementation and adoption of agency systems and digital tools. This position works under close to general supervision according to set procedures but determines how or when to complete tasks.

DUTIES AND RESPONSIBILITIES:

The functions listed below are those that represent the majority of the time spent working in this position. Management may assign additional functions related to the type of work of the position as necessary.

• Develops and delivers new-hire, refresher, and targeted training on agency systems and technology, including Laserfiche, Webex, DSS Scheduler, day sheets, Microsoft 365, SharePoint, Teams, and other DSS applications and systems.
• Facilitates technology training, demonstrations, and presentations for individuals, small groups, and large audiences in both in-person and virtual environments.
• Designs, develops, and maintains technology-based curricula and e-learning content, including online courses, instructional videos, tutorials, presentations, simulations, assessments, job aids, and quick-reference materials.
• Coordinates the technology component of new employee onboarding, including system orientation, application training, and technology resources.
• Provides first-line technical assistance, troubleshooting, coaching, and end-user support for computer systems, software, hardware, applications, and technology tools; escalates issues to IS&T or appropriate vendors as needed.
• Serves as a subject matter resource for assigned software applications and assists employees in effectively using agency systems and technology.
•  Develops and maintains user manuals, FAQs, operating procedures, job aids, and other technology training and support resources.
• Supports testing, implementation, and employee adoption of new systems, applications, upgrades, patches, and technology-related workflow changes.
• Collaborates with QAT, Staff Development, and DSS program areas to identify technology-related training needs, recurring issues, workflow challenges, and opportunities to improve efficiency and employee performance.
• Develops and maintains dashboards, reports, spreadsheets, surveys, Microsoft Forms, SharePoint resources, tracking tools, process maps, and other digital solutions supporting agency operations.
• Serves as a liaison with IS&T, software vendors, and DSS program areas regarding technology needs, recurring system issues, implementation activities, and end-user feedback.
• Develops and maintains effective working relationships with County departments, vendors, CATD, and DSS program areas to support technology and training initiatives.
• Performs related work as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of computer systems, software applications, hardware, and principles and practices of end-user technology support.
• Knowledge of DSS programs, services, business processes, and technology systems used to support agency operations and service delivery.
• Knowledge of technology training, curriculum development, instructional design, adult learning principles, and e-learning development.
• Knowledge of digital learning technologies, e-learning authoring tools, learning management systems, Microsoft 365, SharePoint, and other instructional technology platforms.
• Ability to design and develop engaging technology training, e-learning courses, instructional videos, tutorials, job aids, assessments, and other digital learning resources.
• Ability to facilitate and present training, demonstrations, and technical information effectively to individuals, small groups, and large audiences in both in-person and virtual environments.
• Ability to communicate technical concepts and instructions clearly to employees with varying levels of technology knowledge and proficiency.
• Ability to provide effective first-line technical assistance, troubleshoot common technology issues, identify appropriate solutions, and determine when escalation is necessary.
• Ability to understand and work with multiple database structures, systems, and functions.
• Ability to analyze technology-related needs, recurring issues, and workflows and recommend practical solutions to improve efficiency and user experience.
• Ability to communicate information accurately, clearly, professionally, and in a timely manner, both orally and in writing.
• Ability to work independently, manage multiple priorities and projects, meet deadlines, and maintain strong organizational skills.
• Ability to establish and maintain effective working relationships with employees, management, program areas, IS&T, vendors, County departments, and other stakeholders.
• Strong analytical, problem-solving, customer service, presentation, communication, and interpersonal skills.

MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS:

Requires an associate’s degree in Information Systems, Business Technology, Computer Science or closely related field supplemented by one (1) year of experience providing technical assistance, systems maintenance; or an equivalent combination of education, training and experience that provides the required knowledge, skills, and abilities.

AMERICANS WITH DISABILITIES ACT COMPLIANCE:

Durham County is an Equal Opportunity Employer. ADA requires Durham County to provide reasonable accommodations to qualified persons with disabilities. Prospective and current employees are encouraged to discuss ADA accommodations with management. 

BACKGROUND CHECK STATEMENT:

This position may be subject to a background check, which could include, but is not limited to, criminal history (employment-related and/or SBI fingerprint-based), credit history, motor vehicle records, educational verification, and checks of the sexual offender registry, depending on the specific requirements of the role. A conviction record does not automatically disqualify an applicant from employment consideration, unless otherwise required by applicable state law.