Technical Support Specialist

Salary: $59,956 - $93,886

Position Grade: 16G

Department: Multiple Departments

Job Type: Full-Time (Permanent)

Examination Number: EX1136

Location: St. Louis, MO

Incumbents in this position are responsible for troubleshooting and maintaining workstations, laptops, printers, and software for the City of St. Louis. Duties include troubleshooting complex system issues; managing projects involving network structure and component updates, additions, and upgrades; and assisting users in developing technical functional requirements based on business needs.

Essential Functions and Responsibilities:

• End user support of desktop and laptop computer systems.

• Installation and configuration of desktop and laptop computer systems.

• Delivery and setup of desktop and laptop computer systems.

• Installation and configuration of PC based software.

• Installation and configuration of computer peripherals.

• Installation, configuration and troubleshooting of computer network connectivity.

• Installation, configuration and troubleshooting of network-based printing and scanning.

• Troubleshooting of end user issues including PC and network issues.

• Provide help desk support as part of regular rotation.

• Network User Administration functions.

• Provide on-call support as part of regular rotation.

• Other duties as assigned.

Preferences:

• Knowledge of the Microsoft Windows network and the Open Systems Interconnection (OSI) model.

Knowledge, Skills and Abilities:

• Data Utilization: Requires the ability to perform basic level of data analysis including the ability to review, classify, categorize, prioritize and/or reference data, statutes and/or guidelines and/or group, rank, investigate and diagnose. Requires discretion in determining and referencing such to established standards to recognize interactive effects and relationships.

• Human Interaction: Requires the ability to provide paraprofessional level counseling in semi-specialized areas, such as social service referral and casework.

• Equipment, Machinery, Tools and Materials Use: Requires the ability to operate a variety of office equipment such as computer terminal, typewriter, telephone, fax machine, calculator/adding machine, computer printer and photocopier.

• Verbal Aptitude: Requires the ability to utilize a variety of advisory data and information such as detainee records, case notes, referral recommendations, incident reports, contact sheets, grievance forms, treatment plans, intake forms, directories, statutes, procedures, guidelines and non-routine correspondence.

• Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication and division.

• Functional Reasoning: Requires the ability to apply principles of rational systems. Ability to interpret instructions furnished in written, oral, diagrammatic or schedule form. Ability to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objective.

• Situational Reasoning: Requires the ability to exercise the judgment, decisiveness and creativity required in situations involving the evaluation of information against sensory, judgmental and/or subjective criteria, as opposed to criteria that are clearly measurable or verifiable.

• Environmental Factors: Work is normally performed in an office environment under generally safe and comfortable conditions where exposure to disease and irate individuals poses a very limited risk of injury.

• Physical Requirements: Requires the ability to lift files and office materials up to twenty pounds.

• Sensory Requirements: Requires the ability to recognize and identify similarities or differences between characteristics of shapes and sounds associated with job-related objects, materials and tasks to clearly distinguish objects and communicate with detainees and others.

A Bachelor’s degree in Information Technology, Computer Science, or a related field; plus one year of experience supporting and maintaining computer systems in a complex environment. OR an equivalent combination of education, training, and experience

Scoring Components and Their Weights
Experience and Training: 100%
May be Subject to:
Background Investigation: Pass/Fail
Medical Examination: Pass/Fail

Documentation of Academic Credentials must be Submitted Upon Request

When completing the Employment History and the Educational/Training History sections of the Employment Application, please be as thorough as possible when describing your education, training and experience relating to this position. Applicants will only receive credit for their experience, training and education as shown on the application. Resumes will not be accepted as a substitute to a fully completed application. Incomplete applications will not be considered.

Veterans Preference Points

To be eligible for veteran's preference points, the applicant must submit a copy of their DD 214 Certificate of Release or Discharge from Active Duty with the Employment Application or upon request. The Director of Personnel may, in their discretion, accept alternate documentation.

City Residence Preference Points

City residents who pass an examination for a position in the classified service and do not receive any other preference will receive a five (5) point preference on a scale of 100 points on the exam. An additional one (1) point shall be added to the passing score of City residents who receive any other preference on a scale of 100 points. City residents must have resided in the City for at least one (1) year at the time of filing their application to be eligible for the preference points.

Accommodations

If assistance with the job application is necessary based on a physical impairment, mental impairment, or otherwise, they should reach out to the Office on the Disabled with contact information. This office will not disclose any information that an applicant or employee has a disability or has discussed possible accommodations without the applicant's or employee's prior consent.