Support SpecialistCity of Meridian
Job Title: Support Specialist
Department: Information Technology
Reports To: Service Desk Manager
Open Date: September 27, 2017
Close Date: Open Until Filled
Hiring Salary: $20.09 - $25.66 per hour, DOE
Salary Range: $20.09 - $30.12 per hour, DOE
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, hardware and network infrastructure. This position will support the help desk in a tier two role, support first responder’s mobile data terminals (MDT), and deploy computers and peripheral devices.
POSITION RESPONSIBILITIES: Technical Support
Maintain and troubleshoot mobile data terminals (MDT);
Assist in researching, procuring, configuring, testing, and deploying new MDT
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 broadband 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 Administrative Assistant to accurately process inventory changes and internal invoices related to deployments;
Transfer user’s files, shortcuts, and computer settings; Troubleshoot printer hardware and software issues; Provide printer preventative maintenance;
Assist contractors and vendors on deploying and maintaining leased department multi- function printer devices;
Perform on site repair of printer hardware equipment and or software; Coordinate and supervise on site repairs needed from contractors or vendors; Manage computer updates and service packs;
Manage, approve, and push out Windows updates for client computers; Manage, test, and maintain test environment for Windows updates; Other duties as assigned.
Assist in updating and maintaining citywide technology policies; Maintain MDT documentation;
Maintain printer specific documentation; Document and record help desk cases;
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, configure, and troubleshoot phone system software;
Configure and terminate Ethernet connections;
Maintain and organize cabling and labeling in telecom closets and data center; Test new cable runs;
Update and maintain VLAN Port Configuration Diagrams;
Perform general server troubleshooting, 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 City, City
Council, and other public meetings;
Support and troubleshoot projectors;
Support and troubleshoot video capturing devices.
KNOWLEDGE & EXPERIENCE REQUIREMENTS:
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 of principles and practices of PC and network operation;
Knowledge of network telecommunications concepts and installation practices; Knowledge of operating system command structure and system software upgrade
Ability to perform normal preventative maintenance practices on personal computer systems;
Ability to analyze, design, develop, and maintain hardware, including, bridges, data switches, print sharing devices, wiring; modems, hubs, cabling, RF/microwave wireless connectivity, and related devices;
Knowledge of imaging tools such as 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; 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.
Exposure to normal office conditions which may include:
Air Conditioning. Heat.
There may be some exposure to out of door conditions.
Must be able to perform the following duties with or without accommodations: Sit at a computer for long periods of time.
Visually analyze reports.
Talk and hear via telephone and in person. Ambulate around the office.
Lift up to 60 pounds.
Local travel is occasionally required. Must hold a valid driver’s license and good driving