IT Support Specialist

POSITION SUMMARY

This individual is responsible for ensuring effective provisioning, installation/configuration, operation and maintenance of end user systems (hardware and software) . This includes but not limited to receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostics and help request tracking tools as well as require that the individual give hands-on help at the desktop level. This position may be subject to after-hours duty.

RESPONSIBILITIES, ESSENTIAL DUTIES AND FUNCTIONS

• Field incoming help requests from City/CBPU staff (end users) via telephone, walk-ins and work orders in a courteous manner
• Document and validate pertinent end user identification information and nature of problem or issue
• Build rapport and elicit problem details from help desk customers
• Prioritize and schedule problems, and escalate, if necessary, to appropriate staff
• Record, track and document help desk request problem-solving process, including but not limited to, all successful and unsuccessful decisions made and actions taken to final resolution
• Apply diagnostic utilities to aid in troubleshooting
• Access software updates, drivers, knowledge bases and frequently asked questions resources on the Internet to aid in problem resolution
• Identify and learn appropriate software and hardware used and supported by the City/CBPU
• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups and configuring systems and applications
• Investigate, develop and test fixes to ensure problem has been adequately resolved
• Perform post-resolution follow-ups to help requests
• Perform related duties consistent with the scope and intent of the position
• Monitor and perform end user device system patching, antivirus/malware monitoring and mitigation
• Participate in technical research and development to enable continuing innovation within the end user systems environment
• Ensure system hardware, operating systems, software systems, security systems and related procedures adhere to organizational values
• Provide technical guidance and expertise in the purchase and implementation of new software, hardware or technology
• Work with IT staff in the installation, configuration and troubleshooting of infrastructure systems (network and server) related issues
• Maintain active and accurate inventory of all end user computing devices
• Monitor and optimize computer systems performance
• Ensure efficient use of process and memory utilization and network bandwidth
• Keep abreast of changing technology and new information management techniques through continued education and professional growth; attend conferences, workshops and seminars as appropriate
• Complete special projects and perform related work as required
• Perform all other duties as assigned

QUALIFICATIONS, KNOWLEDGE, SKILLS AND ABILITIES

· Knowledge of basic computer hardware

· Experience with desktop operating systems, including Windows 10 and Windows 11

· Extensive hardware and commodity software support experience

· Working knowledge of a range of diagnostic utilities

· Good understanding of the organization's goals and objectives

· Exceptional oral communication skills

· Exceptional interpersonal skills with focus on rapport-building, listening and questioning skills

· Strong documentation skills

· Exceptional customer service orientation

· Experience working in a team-oriented collaborative environment

TRAINING AND EXPERIENCE

• High school diploma or equivalent
• Two (2) to three (3) years or more of work experience in related field
• Network and A certifications preferred
• Possess valid drivers license

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The physical demands and work environment described herein are representative of those an employee may encounter while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the job.

An employee in this position spends the majority of their time in an office setting with a controlled climate where they sit or stand at a computer for extended periods of time, are required to talk or hear by communicating in-person and/or on the telephone, walk, sit, move around the office. The noise level in the work environment is usually low to moderate.

Employee may frequently be required to use hands or fingers to handle, reach or feel objects, tools or controls with hands and arms. This individual must occasionally lift and/or move up to 50 pound, traverse uneven ground and willing to work in inclement weather to perform field work. Specific vision abilities required by this position include close vision, distance vision and the ability to adjust focus.

** This job description is not intended to be all-inclusive, and employee will perform other reasonably related business duties as assigned by immediate supervisor and other management as required. The CBPU reserves the right to revise or change job duties and responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.

Job Type: Full-time

Pay: $55,002.00 - $74,253.00 per year

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $55,002 - $74,253