Information Technology Help Desk Specialist

Job Title: Information Technology Specialist

Department: Information Technology

Reports To: Information Technology Director

FLSA Status: Exempt             

Prepared by: Human Resource                

Prepared Date: 10/2024       

SUMMARY

Performs technical work in the maintenance, support, and installation of computer and audiovisual equipment, as well as trouble shoots a variety of technical support problems related to the City’s technology systems.

NATURE OF WORK

This is entry level technical computer programming, systems analysis, or operating systems programming work. Employees in this new classification will be responsible for performing a myriad of functions in various platform environments, to include writing code, testing, debugging, writing documentation or performing work for new or existing information systems, assisting with the analysis of recommendations submitted by departments concerning proposed automated systems, assisting with the maintenance and modification of existing applications, and with writing system proposals, assisting with diagnosing and resolving software and hardware problems, and defining users and security levels. Incumbents will be working under the close supervision of an information technology professional.

KEY RESPONSIBILITIES

• Designs program logic and code using approved programming languages; creates program code for reporting requirements.
• Participates in the analysis and development of new computer systems; assists in preparing database logical designs; assists in preparing program and system test data to validate programs and systems.
• Assists with resolving various hardware and software problems; troubleshoots hardware malfunctions and provides appropriate solutions; designs and creates statistical or graphical applications according to departmental needs; prepares programming status reports; maintains hardware inventory.
• Participates in the preliminary analysis of small-scale projects; assists in determining the need for information, type of information required, probable cost and preparation of preliminary systems proposals; assists in identifying and correcting errors in program documentation; assists with the installation of new hardware and software and customizing configuring components to the needs of the user and department; conducts problem resolution with users.
• Assists in troubleshooting the upgrade and maintenance of local area networks, including hardware/software problems; assists in setting-up users, directories and security systems configuration documentation; maintains system data security tables; assists in analyzing hardware systems to ensure peak performance.
• Performs related work as required.

KNOWLEDGES, SKILLS AND ABILITIES

• Considerable working knowledge of the most current released version or the immediate predecessor of the following: Microsoft Operating Systems (Server & Workstation), Microsoft Servers, Security Products, Exchange, Active Directory, AD group policies, DNS, DC, PRINT, VPN, IIS, DHCP, VoIP, etc.), Network Protocols (TCP/IP, WINS, DNS, DHCP) and network devices such as Ethernet switches, routers, firewalls, KVM switches, wiring and computer power sources.
• Must have a friendly disposition and good customer service skills in order to clearly and effectively communicate technical situations to non-technical personnel.
• Some working knowledge of the most current released version or the immediate predecessor of Microsoft Office and related Microsoft Office automation products.
• Some experience supporting servers and computers in a TCP/IP environment.
• Some knowledge of Internet browsers.
• Considerable understanding of the inner workings of personal devices, such as desktops, laptops, tablets, smart-phones.
• Ability to adhere to established standards, and complete projects within stringent time schedules.
• Ability to handle multiple tasks at once, prioritize, and demonstrate excellent follow-through on each task assigned.
• Ability to perform well under pressure.
• Ability to analyze and diagnose problems quickly, and to make recommendations for workable solutions within prescribed standards.
• Ability to maintain professional working relationships with fellow employees, users, and the general public.
• Ability to express oneself clearly and concisely, both orally and in writing.
• Ability to work closely with and explain sophisticated technology and processes to end user community.
• Must be willing to work overtime, night, weekends, and holidays when required to meet critical deadlines and/or to perform routine maintenance and systems upgrades/repairs.

EDUCATION

High School Diploma or Equivalent and 4 years of professional technical experience

EXPERIENCE AND TRAINING

Preferred experience involving a combination of troubleshooting, installing, upgrading, or maintaining PCs, laptops, printers, or associated peripherals in a MS Windows-based environment with MS Office products.

Experience troubleshooting, installing, upgrading, maintaining PCs, laptops, printers or associated peripherals in a Microsoft Windows operating system environment, utilizing Microsoft products including but not limited to MS Outlook, MS Exchange and virus protection software operating in the most current released version or the immediate predecessor of a Microsoft Windows based environment.

SPECIAL REQUIREMENTS

A , CCNA, and MCSE certification is desirable.

A Valid Driver's License from any state (Equivalent to a State of Florida Class E) may be utilized upon application, however prior to appointment a State of Florida Driver's License (Class E or higher) must be presented to the Department of Human Resources.

SUPERVISION RECEIVED

General and specific assignments are received as to beats or details and work is normally performed with latitude for the use of independent judgment in the selection of work methods and procedures, subjects to review through analysis of reports, personal inspection, and discussion

SUPERVISION EXERCISED

Directs and coordinates the work of Police Corporals and Officers; general and specific assignments are received as to details and work is normally performed with latitude for use of independent judgment in the selection of work methods and procedures, subject to review through analysis of reports, personal inspection, and discussion; may be assigned to direct the work of Police Department employees who perform support services and duties.

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

On a continuous basis sit at a desk and/or stand for long periods of time. Frequently required to walk. Frequently required to see, hear, and talk with employees and the public. Frequently required to read and/or present documents, write or use keyboard to communicate through written means, use a calculator to compute figures. On occasion it is requested to climb or balance, stoop, kneel, crouch, or smell. Intermittently twist and reach office equipment. On occasion it is required to lift or carry weights up to 20 pounds. Specific vision requirements include close vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Employment At-Will

Employees have a work-at-will relationship throughout their employment. This means that employment is for an undefined period. Either the employee or the City OF Opa-Locka, without cause or notice, may terminate it.

Equal Employment Opportunity/EEO

The City of Opa-Locka is committed to a policy of equal employment opportunity for all employees and applicants. Under this policy, all employees and applicants will be treated fairly and equally, and the City of Opa-Locka will comply with all applicable local, state, and federal employment discrimination laws. These protections extend to all management practices and decisions, including recruitment and hiring, performance appraisals, promotions, termination, training, and career development. selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, volunteers, subcontractors, vendors, and clients.

Signatures

The employee’s signature below verifies you to have read, understood, and agree to perform all duties and expectations described hereto. All my questions regarding this job description were answered satisfactorily by my manager and/or human resources.