IT Support Specialist (Full-time)

Under general supervision, the IT Support Specialist performs technical support and skilled work for the installation, operation, and support of voice and data services used in desktop, remote client, LAN, WAN, Internet, and voice environments. This position provides the support required to meet the IT Department's service level agreements relative to: coordinating and assigning system security on multiple business and data application functions, system availability, problem resolution, and assignment of demand requests received by the help desk to appropriate IT team members. Work is performed under general direction with some latitude for individual initiative and judgment and is reviewed via customer feedback and tangible results.

• Provides level one and level two support for endpoint computing systems, including but not limited to, desktops, laptops, tablets, network printers, scanners, and multifunction devices. 
• Researches, evaluates and recommends desktop and remote client hardware, software, and associated peripherals used at the City.
• Identifies and resolves problems (at all levels) associated with desktop and remote client hardware, software, and peripheral equipment in accordance with departmental service level agreements.
• Coordinates and assigns security for all new employees on multiple business, voice, and data application.
• Provides follow-up with customer to ensure problem/demand request was completed to the customer satisfaction.
• Controls the status of requests and expedite closure within performance measures.
• Leads start-of-day and end-of-day quality assurance tasks, including the scheduling of activities performed by the Infrastructure and/or Applications teams.
• Troubleshoots and repair problem/demand request assigned tasks within performance measures.
• Administers outside vendor repair services on equipment (computers and printers).
• Provides consulting and planning services to client departments regarding information technology in accordance with service level agreements.
• Produces technical training programs/materials about technologies used by the City.
• Assists in formulating and testing business continuity plans related to desktop, remote client, LAN, WAN, internet, and voice systems.
• Performs Production Service Events and System Availability Checks as required.
• Analyzes, executes and resolves technical problems. Assign problem/demand request received by the help desk to appropriate IT staff. Assign priority of request and communicate expectations.
• Maintains business unit computing policies and guidelines.
• Performs after hours support as required.
• Staffs service desk as assigned.
• Schedules repair services on equipment (computers and printers) with the IT Department.*
• Manages media players for department information, events and programs.*

*These duties may only be applicable for specific department needs.

• Associate degree or technical certification, in a related field.
• Recommended minimum of one (1) year of experience in the installation, testing, and troubleshooting of desktop, remote clients, and peripherals.
• Must be able to obtain technology certification as deemed appropriate by department management within one (1) year of placement in position or an equivalent combination of education, training and experience.
• ITIL Foundation Certification, Help Desk Certification. A+, Net+ Certifications, preferred.
• Required to have a working vehicle, as the job requires traveling to various city locations and facilities on an as-needed basis.
• This position requires evening and weekend work.

Work environment involves everyday risks or discomforts which require normal safety precautions typical of such places as office or meeting and training rooms, e.g., use of safe work place practices with office equipment, avoidance of trips and falls, and observance of fire and building safety regulations, and traffic signals when driving.