Technology Support Specialist I

Job Description

Are you looking for a position with a work/life balance? Do you want to earn four (4) weeks off during your first year of employment? Do you want low and no cost health insurance options? If you answered “yes” to any of these questions, you need to complete your application now. Work for the city you love!!!

The Technology Solutions Department is actively seeking a two (2) Technology Support Specialist I.

Did you know as a City of Jacksonville employee, you would also have twelve (12) paid holidays and a personal leave day as well? In addition to health insurance, dental, vision, life insurance and flexible spending plans are also available. City of Jacksonville employees are also eligible for Federal Student Loan Forgiveness after ten (10) years of public service and on-time payments.

This is technical support work providing 24x7 monitoring, alerting, communication and proactive maintenance for the health and performance of IT resources within a datacenter. The work requires knowledge of basic workstation hardware and software applications, typically gained through training or on-the-job experience. Contacts require courtesy, tact, and effectiveness in dealing with others to request or provide information, ask questions, or obtain clarification. The work is semi-routine in that tasks are covered by somewhat different procedures and precedents, and although patterned, the more complex assignments require choice from among somewhat different procedures. It also requires good communication skills along with prompt decisions. Being alert and interacting with customers is an important aspect. The role requires providing Level 1 support to customers and escalating to the right teams as necessity. The work is performed mainly in a service desk call-center environment. Operates standard office equipment such as computer workstation. After-hours and on-call work is occasionally required. The physical demands consist mainly of sitting for extended periods of time. The work is performed under general supervision, where the work assignments are varied, although the worker is permitted some latitude to set own priorities subject to supervisor’s approval.

Examples of Work

• Supports clients with basic hardware and software issues via phone, email and service tickets.
• Monitors and escalates issues for alerts and alarms on systems within datacenters and across the city.
• Troubleshoots and resolves basic hardware and software issues, such as printing, network connectivity, and software installation.
• Manages service requests and incident communications, reporting on issues within the datacenter and delivering excellent customer service.
• Documents and tracks service requests in the ticketing system.
• Escalates complex issues to appropriate higher-level support teams as needed.
• Enforces physical and logical data center security standards.
• Escorts authorized vendors within secure data centers.
• Performs regular physical walk-throughs and inspections of equipment and datacenter environment.
• Maintains and follows standard operating procedures related to Data Center activity, documentation, alert escalations, and personnel physical access.
• Follows cybersecurity best practices and maintain confidentiality of client information.
• Operates standard office equipment, such as workstations – including desktops, laptops, and tablets, and virtual meeting software.
• Performs related duties as required.

Knowledge, Skills and Abilities

• Basic knowledge of workstation hardware and software, including operating systems (Windows, macOS) and common desktop applications.
• Knowledge of the techniques, methods, and procedures used in the evaluation, operation and preventive maintenance of workstations, operating systems, and peripherals.
• Knowledge of standard workstation software packages (Microsoft 365 Suite and virtual meeting software.).
• Basic knowledge of network infrastructure, including ports, patch panels types of networking components.
• Basic knowledge of IP addressing, DNS, and cybersecurity best practices in an enterprise environment.
• Knowledge of technology customer service best practices.
• Ability to perform the analysis, identification, diagnoses and resolution of workstation hardware and software problems.
• Ability to research, read, understand, and apply technical and software instructions from trustworthy online sources.
• Ability to gain proficiency in new technologies and acquire certifications as required.
• Ability to perform the analysis, design, installation, maintenance, and upgrade of computer systems, peripherals, and related equipment.
• Ability to operate standard office equipment, including desktop, laptop and tablet, using Microsoft 365 Suite components and virtual meeting software.
• Ability to work independently and as part of a team.
• Ability to establish and maintain effective working relationships with others.
• Ability to communicate effectively, both verbally and in writing, with technical and non-technical audiences.
• Ability to work effectively in a team environment.

Open Requirements/Supplemental Information

• Two years of education and/or experience in IT support or a technical client service role.

• Strong communication and interpersonal skills.
  
  Preferred

• Associate’s degree in Information Technology, Computer Science, or a related field is preferred.

• IT support experience or relevant technical certifications (e.g., CompTIA A ) preferred.

• The probationary period for this classification is six months.
• Depending upon assignment, may be required to obtain specialized certifications.
• Must pass the Criminal Justice Information Services (CJIS) background screening performed by the Jacksonville Sherriff’s Office prior to appointment.
• Within 30 days of appointment date to classification, acquire and maintain the appropriate level of Criminal Justice Information Systems (CJIS) certification which corresponds to the job responsibilities. The level will be determined by current CJIS guidelines and may change periodically. Certification is obtained by successfully completing a web-based training course and test which covers physical security, incident response, the protection of information and other IT specific security threats, vulnerabilities, and risks.

• A valid driver's license is required prior to appointment and must be maintained during employment in this class.

• Must qualify for prior to appointment, obtain, and maintain during employment in this class a City of Jacksonville certification as a public driver.