City of Meridian

33 E. Broadway Ave
Meridian , ID
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Support Specialist

City of Meridian
Meridian, ID Full time
Posted on October 5, 2017

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

 

POSITION 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, hardware and network infrastructure. This position will support the help desk in a tier two role, support first responders 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

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 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 users 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.

Additional Responsibilities:

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

procedures;

 

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  writte 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.

 

 

WORKING CONDITIONS:

 

Exposure to normal office conditions which may include:


Air Conditioning. Heat.

Moderate noise.

 

Many interruptions.

 

There may be some exposure to out of door conditions.

 

ESSENTIAL FUNCTIONS:

 

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.

 

TRAVEL REQUIREMENTS:

 

Local travel is occasionally required. Must hold a valid driver’s license and good driving

 

record.