Support Specialist
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.