What are the responsibilities and job description for the IT Support Specialist position at City of Little Rock?
- SAFETY/SECURITY SENSITIVE DESIGNATION & JOB OBJECTIVE
- This position is not designated as a safety/security sensitive position and is not subject to random drug and alcohol screening.JOB OBJECTIVE: To provide second level technical support for network users in response to user requests for computers and associated hardware and software issues remotely and/or in person to minimize user down time.
- ESSENTIAL FUNCTIONS & SUPERVISORY RESPONSIBILITIES
- Provides second level technical support for network users in response to user requests for computers and associated hardware and software issues remotely and/or in person to minimize user down time; investigates and diagnoses malfunctions and performs repairs on electronic equipment, including computers, printers, disk drives, peripherals, and other network attached devices; coordinates with appropriate Information Technology staff to coordinate problem solving and ensure conformity of methods and practices; trouble shoots until issue resolved; follows-up with user to ensure the problem meets customer satisfaction; notifies supervisor and/or appropriate staff members of issues unable to resolve.
- Installs, configures, and investigates computer applications software, workstations, monitors, and printers.
- Administers and maintains computer operating systems; investigates system problems and develops solutions; installs and configures system hardware and software.
- Logs and monitors help desk service requests in the tracking software on a daily basis and updates tickets with resolution status; reviews ticket logs daily.
- Provides assistance with the setup of file shares, backup and the recovery of systems and files, virus and Malware protection and recovery and database connections for clients.
- Provides end user support with installation, setup, maintenance, diagnosing failures, and upgrades of software and network attached devices (i.e. modems, switches, remote firewalls, phones, and other network connected devices); coordinates with other Information Technology staff to coordinate minor configuration changes.
- Conducts various research to include, internet, technical materials, and contacts manufacturers to assist in the installation, maintenance, upgrade, and repair of end user software and hardware.
- Serves as backup in the absence of Helpdesk personnel; provides technical assistance as required.
- Conducts training in the use of computers, software applications, peripherals, network attached devices and related equipment; maintains training aids and manuals.
- Performs preventative maintenance on computers, related peripherals, and other electronic equipment; recommends changes to supervisor to improve efficiency and reduce electronic maintenance problems.
- Report possible requirements for changes and upgrades for hardware and software to supervisor for review. Report finding to appropriate departmental staff.
- Diagnose cabling issues, installs and connects network cabling in special cases and install patch cables when needed.
- Makes recommendations for the disposal of computer hardware; ensures computer components are accurately accounted for and disposal of old components is in compliance with all applicable policies and procedures.
- Completes inventory and recycling documentation of all computer hardware and software in compliance with all applicable guidelines, policies, and procedures; assists in the annual inventory of computer equipment and notifies supervisor of any discrepancies; maintains a library of software documentation and instruction manuals.
- Operates a City pool automobile in the performance of essential job functions.
- SUPERVISORY RESPONSIBILITIES: None.
- MINIMUM QUALIFICATIONS & ADDITIONAL REQUIREMENTS
- These knowledge, skills, and abilities are usually, although not always, acquired through completion of two (2) years of college or vocational-technical school coursework in Computer Science, Computer Information Systems, Computer Maintenance or a related area, and two (2) years of experience in the installation, maintenance, and repair of computers or in the installation and maintenance of computer operating systems and software applications or related area. Equivalent combinations of education and experience will be considered.ADDITIONAL REQUIREMENT:
- Must possess a valid Arkansas Class D (Non-Commercial Vehicle) Driver’s License before employment and maintain licensure for the duration of employment in this position.
- Must be available to work outside of the normal office hours as required.
- Must obtain level four (4) Criminal Justice Information System (CJIS) security certification within six (6) months of employment and maintain the certification for the duration of employment in this position
DISCLAIMER:This document does not create an employment contract, implied or otherwise.
Salary : $20 - $30
