Computer Support Specialist III

DEFINITION

To provide end user support on computer hardware and applications; to manage the use of a wide variety of automated data processing hardware and software; to identify and correct problems with the city’s systems; to maintain effective communications between users and the Information Technology Division; to conduct or coordinate application training for users; work with users to determine needs and make recommendations for equipment, software, and systems to improve productivity; coordinate and assist with the implementation of new hardware and software by staff and vendors.

SUPERVISION RECEIVED AND EXERCISED

Receive supervision from the Information Technology Manager.

ESSENTIAL JOB FUNCTIONS

Duties may include, but are not limited to, the following:

• Demonstrates proficiency in moderating meetings and effectively communicating in written and verbal formats with internal departments, divisions, and vendors.
• Exhibits a strong commitment to prioritizing customer needs, maintains a “customer first” mindset, adept at overcoming obstacles and cultivating positive relationships.
• Point of Contact and support for Public Safety GRID (Gulf Region Information Dispatch) Consortium for City of La Porte Police, Fire and EMS units and devices.
• Install and maintain existing software applications such as Central Square solution(s), Tyler Technology solution(s), Microsoft Office 365, Anti-Malware, Incode Court software and more.
• Assist in the design and implementation of new IT infrastructure and applications. Assist in management of Microsoft Active Directory including user account creation and deletion.
• Assist in adding and removing users to the City of La Porte’s HVS telephone system and access security system.
• Monitor and troubleshoot the performance of computer systems, telephony, and networks.
• Provide professional advice and recommendations to enhance system functionalities, data processing and applications within departments and for the City as a whole.
• Assist in managing incoming request to the IT Help Desk.
• Install, maintain, and repair City owned IT assets.
• Prepare reports for departments as requested in addition to regular reporting requirements.
• Responsible for meeting deadlines on project plans assigned.
• Collaborate with the IT group, determine and prioritize user requests.
• Assist with setting up and running meetings held in City Council Chambers both during and outside of normal working hours.
• Participate in disaster recovery and business continuity planning.
• Assist in Emergency Operations Center planning and events.
• Perform related duties as assigned.

PHYSICAL REQUIREMENTS

For indefinite periods of time - mobility within an office environment; exposure to radiation and electrical hazards; typing; standing; squatting; sitting; seeing; lifting and carrying up to 50 pounds; filing; crawling; climbing; walking; cleaning; reading; reaching above shoulder level; using both hands for simple and firm grasping; clarity of hearing; communicating clearly and effectively, in person and by telephone; fine finger manipulation; operation of a personal computer, calculator, and printer; operation of small hand tools, break out box, and soldering iron; operating a motor vehicle through city traffic.

QUALIFICATIONS

Knowledge of:

• Principles, uses and operational characteristics of computers as well as mobile devices
• Experience with one or more of the following is desirable: Microsoft Office 365, Cognos reporting, Incode, Public Safety software and Central Square Finance Enterprise.
• Effective training and instructional techniques
• Microsoft Windows operating systems, including active directory, group policies, DNS, DHCP
• Troubleshooting and support of systems, networks, and telephony
• Troubleshooting and support of the FordAV audio visual system.
• Basic networking concepts including VLAN’s, subnet masks, and IP addressing.
• Cyber security policies and best practices
• Microsoft Office applications including Word, Office, Excel, Power Point and Publisher

Ability to:

• Interact with both technical and non-technical personnel regarding application and systems matters. The ability to discuss technical issues in layman’s terms is a desired job requirement.
• Analyze a problem or series of IT related problems and determine the proper course of action for resolution.
• Interact with staff members in a positive and user-friendly manner and see resolutions of problems to their logical conclusion.
• Flexibility to work beyond regular scheduled hours, if necessary.
• Assist in answering and resolving help desk tickets.

TRAINING AND EXPERIENCE

Minimum of five years of relevant experience in computer support and administration and multi-faceted applications or an Associate’s degree from an accredited college or university with major course work in MIS, Computer Science, or a related field is required. Experience in Public Safety applications and systems administration with municipal applications is strongly desired.

LICENSES AND CERTIFICATES

• Candidate must possess a valid Driver's License.
• Candidate must successfully pass the Criminal Justice Information Services (CJIS) background check prior to employment in addition to the City’s regular post-offer, pre-employment background screenings.