Description:
Join the County of Elgin as a Technical Support Analyst, Tier 1!
Position Title: Technical Support Analyst
About The Role
Reporting to Manager of Information Technologies, the Technical Support Analyst- Tier 1 provides first-line technical support to County staff and assists in maintaining the organization’s end-user computing environment. This position supports day-to-day IT operations by troubleshooting hardware, software, connectivity, and account-related issues while ensuring timely and customer-focused service delivery. Working as part of the IT team, the incumbent contributes to technology deployments, supports standardization efforts, and helps maintain reliable and secure technology services across the organization.
Your Responsibilities Include
- Work collaboratively with IT staff, County departments, and external vendors to support day-to-day technology operations.
- Communicate effectively and respectfully with users at all technical skill levels.
- Promote teamwork, knowledge sharing, and a positive customer service culture within the IT environment.
- Provide first-line technical support for desktops, laptops, mobile devices, printers, and standard business applications.
- Respond to and document incidents and service requests through the IT service management system.
- Perform user account administration tasks including password resets, access requests, and basic permissions management.
- Assist with workstation deployments, hardware replacements, software installations, and peripheral setup.
- Maintain accurate documentation of support procedures, asset inventory, and technical solutions.
- Follow County IT policies, cybersecurity standards, and data protection procedures in all support activities.
- Participate in an on-call rotation to provide after-hours support for critical infrastructure, systems, and operational incidents.
- Stay current with evolving end-user technologies, cybersecurity awareness practices, and support methodologies.
- Participate in ongoing professional development to expand technical and customer service skills.
- Contribute to process improvement initiatives and service delivery enhancements.
- Deliver responsive, professional, and customer-focused technical support to County staff.
- Troubleshoot and resolve common hardware, software, connectivity, printing, and account-related issues.
- Escalate unresolved or complex incidents to Tier 2 support while ensuring appropriate communication and documentation.
- Assist users with technology setup, basic training, and general IT guidance.
- Diagnose and resolve technical issues using established troubleshooting procedures and support tools.
- Identify recurring issues and contribute to recommendations for long-term solutions or process improvements.
- Assist with maintaining stable and reliable end-user computing environments through proactive support activities.
- Support technology rollouts, equipment refreshes, and standard configuration activities under the guidance of senior IT staff.
- Other job-related duties as assigned.
Qualifications
- Diploma or degree in Information Technology, Computer Science, or a related field.
- Two (2) to four (4) years of hands-on experience in network administration, support, or IT infrastructure management.
- Working knowledge of LAN/WAN environments, firewalls, routers, switches, and wireless networks, including multi-site and hybrid network architectures.
- Familiarity with Microsoft 365, Active Directory, Windows Server, and cloud-based systems (Azure preferred), including experience working within hybrid and virtualized environments.
- Experience with virtualization platforms such as Hyper-V or VMware, and an understanding of how virtualized infrastructure supports scalability, redundancy, and operational continuity.
- Understanding of cybersecurity fundamentals, VPN, and remote access technologies, including secure access considerations for hybrid work environments.
- Experience with monitoring tools, backup systems, or automation considered an asset, particularly in support of hybrid and virtualized infrastructure.
- Strong attention to detail and commitment to accuracy.