jobs

City of Meridian

33 E. Broadway Ave
Meridian , ID

Support Specialist

City of Meridian
Meridian, ID Full-time
Posted on February 28, 2019


Job Title: Support Specialist
Department: Information Technology
Reports To: Service Desk Manager
Open Date: February 26, 2019
Close Date: March 12, 2019
Hiring Salary: $20.49 - $26.18 per hour, DOE
Salary Range: $20.49 - $30.43 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 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 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 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.

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 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.

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.