Computer Support Technician

GENERAL FUNCTIONS:

The position serves as the first point of contact for staff seeking technical assistance from IT Department answering routine computer questions. Provides administrative support to the Department Director and the department, maintaining smooth operation of the IT Department. This position will also assist the AV Manager in all aspects of KWTV functions.

ESSENTIAL FUNCTIONS (Without Accommodations)

· Able to read, write, speak and understand English.

· Able to work a forty (40) hour work week and overtime when necessary.

· Able to use equipment and/or materials as specified in this job description.

· Able to see and hear well enough to perform the duties specified in this job description.

· Able to lift articles weighing twenty-five (25) pounds.

· Able to satisfactorily perform duties.

· Valid Florida driver’s license.

DUTIES/TASKS/JOBS

· Primary responsibility is user support and customer service.

· Serve as a back up to ensure City of Key west meetings are recorded, broadcast, archived and available to the public.

· Provide helpdesk support to all users. Identify and document system/user/hardware problems. Determine severity of problems and document accordingly. Resolve problem situations per written procedures and assists customers with standard operating procedures. Forwards higher-level problems to more experienced support staff.

· Utilize software to monitor, manage and resolve open tickets and Network Application Account Requests within the established timeframes while providing quality customer service.

· Log work orders in ticket software for tracking and resolution.

· Perform periodic work order reviews and act as needed.

· Communicate with various hardware and software vendors to resolve issues.

· Perform problem resolution activities according to established procedures and makes supervised decisions that impact assignments.

· Direct calls to appropriate IT staff as necessary.

· Learn fundamental operations of commonly used software, hardware and other equipment.

· Assist with various operations, including basic troubleshooting.

· Engage and coordinate with 3rd party vendors.

· Provide assistance with city telecommunication requests and problems.

· Prepare purchase requisitions for all technology purchases for the City and monitor office expenditures.

· Enter the annual budget into the accounting system.

· Assist with special projects, statistical information, and reports as directed by IT Director.

· Prepare the department’s Bi-weekly payroll account for approval.

· Assists in ordering and getting quotes and inventorying supplies.

· Other duties as assigned.

REQUIRED KNOWLEDGE/ SKILLS / ABILITIES/ QUALIFICATIONS:

· Strong Technical Helpdesk experience with analytical and troubleshooting skills.

· Strong working knowledge of Windows and Microsoft technologies 2000 – 2010.

· 3 years providing primary support for PC, LAN and IP network equipment.

· 3 years of full-time experience with personal computers.

· Knowledge of Windows based computer and related software including Microsoft Office, Outlook, Excel, and Word.

· Ability to work independently within the scope of existing City and departmental rules.

· Ability to multi-task in a fast-paced environment with minimal direction.

· Ability to communicate in a polite and effective manner with co-workers, City officials and the general public.

· Ability to follow verbal and written instructions.

· Knowledge of modern office practices, procedures and equipment.

· Good interpersonal skills, ability to work well with others and helpful attitude.

· Ability to provide direction over the phone with professional demeanor.

· Good problem-solving skills.

· Ability to multitask, exercise patience and professionalism.

· Able to work responsibly with or without direct supervision.

· Previous customer service experience.

· Willingness to attend training and/or computer-related seminars as required.

· Experience with I-series IT operations preferred.

· High school graduate.

· College level course work.

· Minimum of three years’ related work experience as determined by department head.

· Able to demonstrate the ability to recognize and solve problems.

· Possess and maintain a Florida's driver's license.

Job Type: Full-time

Pay: $27.32 - $35.35 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Commute:

• Key West, FL 33040 (Required)

Ability to Relocate:

• Key West, FL 33040: Relocate before starting work (Required)

Work Location: In person

Salary : $27 - $35