TECHNICAL SUPPORT ADMINISTRATOR I 

ESSENTIAL DUTIES AND RESPONSIBILITIES                  

Systems Administration  

• Assists to establish computer workstation standards including firmware, operating systems, and software versions, while coordinating these standards with other IT Infrastructure Services System Administrators, Network Planners and the Device Support Supervisor.  

• Participates in the review and evaluation of equipment and software alternatives for departments/users and recommends solutions. Assists with hardware/software purchases and coordinates installation and upgrades.  

• Deploys client side of software for client/server desktop application systems across the citywide network using automated deployment technologies.   

• Implements department workstation standards, maintenance procedures and operational procedures.  Documents profiles and department procedures.  

• Performs workstation maintenance in accordance with citywide standards and methods including installation, configuration, maintenance and troubleshooting using software packets and imaging tools. 

• Maintains fixed asset inventory information for personal computer equipment and software licensing using systems management tools (e.g. SCCM and Intune).  

• Maintain standard image for city and public computers (e.g. SCCM and Deep Freeze) 

• Maintain end user computer Group policy 

Projects and Documentation 

• Resource and manage end user computer projects (e.g. Software rollouts and computer refreshes) 

• Create and maintain how to knowledge articles 

• Create and maintain technical knowledge articles for IT Team 

• Create and maintain process documentation 

Technical Support 

• Troubleshoots/analyzes/solves Windows-based computer workstation problems using a variety of systems management tools and techniques.  Daily interaction with customers (City of Boulder employees) in solving workstation problems and answering questions.  

• Provides extensive support of mobile devices such as Tablet PC’s (Microsoft Surface, iPad), SmartPhones (iPhone/Windows/Android) and remote/mobile Laptops.  Implements standards in their configuration, setup, security and on-going support.  

• First level support on O365 products and services (OneDrive, Exchange Online, MS Teams, ETC)  

• Ability to multitask and establish/follow-through on the prioritization of user requests with limited direction.  

• Consults and interacts with customers and maintains a high level of customer service.  

• Performs daily monitoring of service tickets and ensures work is being completed in a timely manner while maintaining high levels of communications with the customer until the work is completed to the customers’ satisfaction.  

• Performs workstation maintenance in accordance with citywide standards and methods including installation, configuration, maintenance and troubleshooting using software packets and imaging tools.  

• Performs related duties as required by management to meet the needs of the City.  

• Maintains and develops professional skills through ongoing training and career development.  This is accomplished by self-study, classroom training, and industry seminars and workshops.  

• Performs related duties as required to meet the needs of the city.  

• Takes proper safety precautions to prevent accidents.  Responsible for the safety of self, others, materials, and equipment.  Uses all required safety equipment and follows all safety regulations, policies and procedures.  Reports all accidents and damage to city property.  

• Know and comply with all city and department policies; participate in professional trainings and development; and adhere to attendance and workplace attire policies.  

MINIMUM QUALIFICATIONS   

• Ability to use a personal vehicle (mileage reimbursed) 

• Ability to build and maintain hardware and software across the city’s enterprise technology environment. 

• Ability to be on call and respond timely to on site needs and issues.  

• Knowledge of administration and support of Microsoft 365   

• Knowledge of managing and implementing Azure based SaaS environment  

• Knowledge of being an administrator and supporting VMware  

• Knowledge and good understanding of networking  

• Knowledge of scripting  

• Knowledge of windows Server 2012 to current Technologies and Active Directory  

• Knowledge and experience with Cisco IOS (switches, ASA firewalls, QoS policies, Access lists and traffic prioritization)  

• Knowledge and understanding of VLANs  

• Knowledge of routers and firewalls in an enterprise of various WAN scenarios such as a MPLS, point-to-point and secure VPN over the internet  

• Knowledge of LAN / WAN, VOIP, TCP/IP, VPN  

• Knowledge of networks security, VPN, firewalls, load balancers, DNS and other infrastructure components.   

• Knowledge of network design/architecture experience  

• Knowledge of network monitoring tools such as SolarWinds  

• Knowledge of project management  

• Valid driver’s license and ability to maintain an acceptable motor vehicle record. 

• Have and maintain acceptable background information, including criminal conviction history  

PREFERRED QUALIFICATIONS 

• Experience with Windows operating systems 

• Experience with iOS operating systems 

• Experience with service desk software applications 

• Experience with computer workstation software applications 

• Experience with Microsoft Office 365 solutions 

• Experience with tools and software used in workstation problem solving 

REQUIRED EDUCATION AND EXPERIENCE  

• Associate degree in information technology, computer science, information systems, business, or a related field 

• Two (2) years’ experience in an information technology environment  

SUPERVISION 

Supervision Received:  Technical Support Supervisor 

Supervision Exercised:  None 

WORKING CONDITIONS AND REQUIREMENTS 

Physical and mental effort: Sufficient clarity of speech and hearing or other communication capabilities that permits the employee to communicate effectively on the telephone and in person.  Sufficient vision or other powers of observation that permits the employee to review, evaluate and prepare a variety of written documents and materials.  Sufficient manual dexterity that permits the employee to operate computer equipment and other office equipment. Sufficient personal mobility and physical reflexes, which permits the employee to work in an office setting as well as the ability to walk on uneven surfaces and sometimes difficult terrain.  Work may include extended periods of time viewing a computer video monitor and/ or operating a keyboard.   

Work environment: Ability to work under stress from demanding deadlines, public contact, and changing priorities and conditions.  Upper body strength to lift and carry supplies and equipment. Works primarily in a clean, comfortable environment. Works in a setting subject to continuous interruptions and background noises. 

Machines and equipment used: Frequently uses standard office equipment including personal computers and telephones.