Support Specialist

Job Title: Support Specialist

Department: Information Technology

Reports To: Service Desk Manager

Open Date: August 29, 2022

Close Date: Open Until Filled

Hiring Salary: $23.83 - $30.44 per hour, DOE

Salary Range: $23.82 - $35.73 per hour, DOE

Job Summary: Under the direction of the Service Desk Manager the Support Specialist performs a variety of technical duties related to the installation, maintenance, and support of the city’s computers, related hardware and software. This position supports the help desk in a tier two role, including supporting first responder’s mobile data terminals (MDT), and deploying computers and peripheral devices.

Essential Duties & Responsibilities: Maintain and troubleshoot mobile data terminals (MDT); Assist in researching, procuring, configuring, testing, and deploying new MDT technology; Provide technical support to first responders and field workers; Provide after-hours emergency support; Communicate, interact, and collaborate with other agencies relative to similar technology systems and issues; Support, manage and troubleshoot mobile broadband devices and VPN connections; Serve as end user support in diagnosing and troubleshooting issues; Research, procure and install software and hardware necessary to meet or improve departmental operations; Upgrade and support existing hardware and software systems; Maintain and troubleshoot various mobile devices; Deploy new computers and hardware replacements; Create and maintain computer images; Coordinate with IT Asset Management Coordinator to accurately process inventory changes and internal invoices related to deployments; Transfer user’s files, shortcuts, and computer settings; 2 Troubleshoot printer hardware and software issues; Provide printer preventative maintenance; Assist contractors and vendors on deploying and maintaining leased and purchased department multifunction printer devices; Perform on site repair of printer hardware equipment and or software; Coordinate and supervise on site repairs needed from contractors or vendors; Assist in managing computer updates and service packs; Assist in updating and maintaining citywide technology policies; Create and maintain documentation; Document and record help desk tickets; Assist in maintaining and creating IT standard operating procedures; Maintain and create help files; Assist in maintaining and tracking inventory; Support VoIP phone system; Assist with configuring and terminating Ethernet connections; Assist with maintaining and organizing cabling and labeling in telecom closets and data center; Perform client troubleshooting in regards to DHCP, DNS, GPO and AD issues; Manage users and groups in Active Directory; Manage permissions and file shares; Update and maintain DHCP reservations; Provide support for Exchange, email, and spam filter issues; Support audio and video systems throughout city facilities; Support and facilitate hardware, software, and live streaming for State of the City, City Council, and other public meetings; Support and troubleshoot audio / video systems, including projectors, TVs, speakers and other associated audio and video equipment throughout city facilities; 3 Other duties as assigned. Job Specifications: Associates Degree in Computer Science, Information Systems, Electronics or Networking; comparable experience may be substituted for education; Two years’ experience providing technical support to computer users dealing with computer software and hardware.

Knowledge, Skills & Abilities: Knowledge of principles and practices of computer and network operation; Knowledge of network telecommunications concepts and installation practices; Knowledge of operating system and software upgrade procedures; Ability to perform normal preventative maintenance practices on computer systems; Knowledge of imaging tools such as Acronis, Ghost, or Windows Deployment Services; Knowledge of Windows client operating systems and basic Active Directory functions; Ability to support multiple diverse and legacy applications; Ability to conduct technical research on information services technologies; Must be able to operate and demonstrate proficiency with computers and communications equipment; Must be able to install, operate, and trouble-shoot standard operating systems, software packages and associated devices; Must be able to quickly define, diagnose and resolve user problems with computer hardware and software related problems; Ability to manage multiple complex tasks and projects simultaneously; Must be able to maintain confidentiality and security of data; Must be able to document and keep accurate records; Possess strong technical writing skills; Ability to understand and follow oral and/or written policies, procedures and instructions; Ability to resolve technical issues over the phone, email, and in person; Must be able to communicate clearly and concisely both orally and in writing; 4 Willingness to foster a team environment and be open to input from others; Must be able to work well under pressure and without supervision; Must be able to maintain a professional demeanor during stressful situations; Ability to make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures.

Work Environment and Physical Demands: Work is performed primarily in an office environment with moderate noise level; Occasionally work environment will include outdoor weather conditions, extreme temperatures, with areas of dust, odors, etc.; Requires sitting at a desk or computer terminal for long periods of time and ability to lift up to 60 lbs.; Requires clarity of speech and hearing, which permits the employee to communicate effectively; Requires clear vision to read printed materials and computer screen to accomplish work; Requires repetitive movement of the wrists, hands, and/or fingers; Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.

Travel Requirements: Local travel is required. Must hold a valid driver’s license.