BUSINESS TECHNICAL SUPPORT-ADVANCE - 11112025-72819

Job Information

LOCATION OF (1) POSITION(S) TO BE FILLED: DEPARTMENT OF FINANCE & ADMINISTRATION, BUSINESS SOLUTIONS DELIVERY DIVISION, DAVIDSON COUNTY

This position may be eligible for a hybrid work schedule.

FTI, CJIS and name based

Qualifications

Education and Experience: Bachelor's degree and two years of relevant technical experience in system administration, application support, or IT troubleshooting. Associate's degree in IT may substitute for the bachelor's. Experience may substitute for education up to four years.

Overview

Under direct supervision, the Business Technical Support - Advanced provides expert technical support, deploying and configuring systems, resolving complex hardware/software issues, and delivering training. This role supports strategic IT planning, document management, and acts as a liaison between users and technical staff. This class differs from the Business Technical Support-Lead in that the incumbent of the latter leads or supervises a team to implement software and hardware configurations for new and existing agency needs.

Responsibilities

1. Configure and deploy customer-specific images for desktops, printers, audiovisual equipment, and software systems.
2. Resolve advanced user issues across hardware, software, networking, and mobile environments.
3. Conduct user training and demonstrations for agency-specific applications and IT systems.
4. Develop documentation for support documentation, user guides, and training resources.
5. Track support tickets, perform issue trend analysis, and contribute to improvement strategies.
6. Coordinate with enterprise IT support divisions, vendors, and teams to manage service delivery and system support.
7. Create system backups and ensure access control procedures meet security standards.
8. Support project-related hardware/software rollouts and system implementations aligned with agency goals.
9. Onboard new users and agency transfers, ensuring all day one equipment is deployed and access is granted.
10. Offboard users by terminating access, recovering equipment, and ensuring data transfers, as necessary.

Competencies (KSA's)

Competencies:
1. Customer Focus
2. Manages Complexity
3. Tech Savvy
4. Business Insight
5. Nimble Learning

Knowledges:
N/A

Skills:
1. Active Learning and Listening
2. Troubleshooting
3. Critical Thinking
4. Systems Analysis
5. Reading Comprehension

Abilities:
1. Inductive Reasoning
2. Information Ordering

Tools & Equipment

1. Enterprise software
2. Enterprise software
3. Audiovisual systems
4. IT ticketing platforms
5. Backup and imaging tools

TN Driver Standards

State of Tennessee positions that may involve driving responsibilities require candidates to meet the following minimum driver qualifications:

• A valid driver's license
• For the past five years, the candidate's driver record must not have record of the following violations: driving under the influence (DUI), reckless driving, license suspension for moving violations, more than 4 moving violations.

Please include your Driver's License Information under the Licenses and Certifications section of your application.

**Agencies may allow an exception based on other factors.