IT USER SUPPORT SPECIALIST II

POSITION TITLE:               NETWORK USER SUPPORT SPECIALIST II

POSITION ID NUMBER:     4107

DEPARTMENT:                   INFORMATION TECHNOLOGY

REPORTS TO:                     DIRECTOR OF INFORMATION TECHNOLOGY

FLSA STATUS:                   NON-EXEMPT/HOURLY

KEY WORDS:                      INFORMATION TECHNOLOGY, COMPUTER TECHNOLOGY, NETWORK SYSTEMS SUPPORT

POSITION PROGRESSION BASE PAY RATES:

USER SUPPORT SPECIALIST I:                   $21.60 PER HOUR    $44,928.00 YEARLY

USER SUPPORT SPECIALIST II:                  $24.38 PER HOUR    $50,710.40 YEARLY

SENIOR USER SUPPORT SPECIALIST:       $25.90 PER HOUR    $53,872.00 YEARLY

JOB SUMMARY: Under general supervision, serves as initial point of contact for employees requiring computer software or technical support from the District’s Information Technology (IT) group. Incumbent monitors computer and network systems and peripheral equipment such as printers, tape and disk drives; and provides technical support for District’s telecommunications system.

Incumbents in this position will be held to the District’s Gold Standard for Customer Service.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

1. Serves as initial point of contact for employees requiring computer software or technical support from the District’s Information Technology (IT) group.
2. Monitors computer and network systems using prescribed operating systems utilities while providing hardware/software support and problem resolution to internal computer users.
3. Serves as the primary support contact for the District’s Mobile Computing Fleet. Responsible for the issuance, maintenance and overall guidance of the District’s mobile computing needs to include: laptops, tablets, smartphones, and mobile hotspots.
4. Makes training available for end users, either one-on-one or in small groups.
5. Provides troubleshooting and support of computer hardware, printers, peripherals and printing functions and maintains records to provide documentation of problems and solutions.
6. Provides troubleshooting and support of LAN and WAN connectivity. Assist by researching, coordinating and requesting cable installation for personal computer moves and installs.
7. Provides administrative support for IT such as maintaining user lists and equipment inventories and performing required backup of systems.
8. Serves as backup for daily AS/400 UT Billing and system tape backups. Assists with AS/400 user account and printer issues.
9. Performs miscellaneous job-related duties as assigned.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties, responsibilities or requirements. The principal duties and responsibilities enumerated are all essential job functions.

EXPERIENCE AND EDUCATION:

High School plus five to seven years of experience - or

Two years of college (Associates Degree) plus zero to two years of experience.

ESSENTIAL COMPENTENCIES:

1.       Knowledge in operation and use of Windows 10 , and Microsoft Office 2016 products and ability to troubleshoot end user problems and/or questions.

2.       Knowledge of computer systems backup requirements and procedures, along with knowledge of computer input and output media and basic computer networking and connectivity criteria.

3.       Ability to document work in-progress.

4.       Skills to determine the nature of computer hardware and/or systems software problems.

5.       Expertise to communicate technical guidance and information to non-technical users.

6.       Ability to respond swiftly and accurately to resolve end user computer problems and/or aptitude to learn (new) requisite skills quickly.

TECHNICAL SKILLS REQUIRED:

1.       Must possess and maintain valid Florida driver’s license and a driving record satisfactory to the District and its insurers.

2.       Proficiency in use of Windows 10 and Microsoft Office 2016 products.

3.       Knowledge and ability to perform computer system backups and knowledge of basic computer networking and connectivity.

4.       Organizational skills to assign, maintain and prioritize Help Desk entries of incoming support/trouble calls from District users.

5.       Knowledge of usual computer hardware and/or software problems and skills to resolve them.

6.       Ability to communicate technical jargon to non-technical personnel to resolve end user problems and/or for instruction in use of equipment or software programs.

OTHER FACTORS:

1.       Incumbent may be required to travel to various, outlying District offices to accomplish tasks assigned.

2.       Must be appropriately attired for an office environment.

3.       Regular attendance is essential.

4.       May be required to work other than normal work schedule.

5.       May be required to work overtime with little notice.

6.       Physical Effort: Requires some physical exertion such as long periods of standing; walking over rough or difficult surfaces; recurring stooping, climbing or walking; recurring lifting of moderately heavy items weighing less than 25 pounds and may require occasional lifting of objects weighing in excess of 25 pounds. The work may require specific, but common physical characteristics and abilities such as mobility and dexterity. Moderate to heavy amounts of keyboarding and working with computer screens. 

7.       DRUG TESTING FOR ILLEGAL DRUGS: Employees in this classification will be tested for illegal drugs in accordance with the District's Drug Free Workplace Policy.

BENEFITS:

Okaloosa Gas Districts offers a competitive benefits package, including:

BCBS Medical 100% employer paid for employee, 92% employer paid for family,

BCBS Dental 100% employer paid for employee or family,

BCBS Vision,

Healthcare Flexible Spending Accounts (FSA),

Dependent Care Flexible Spending Accounts (FSA),

Life insurance 100% employer paid,

Short Term Disability 100% employer paid,

Long Term Disability 100% employer paid,

Accidental Death and Dismemberment 100% employer paid,

AFLAC supplemental insurance,

Air Ambulance insurance,

Pet insurance,

Vacation Leave (80 hours per year) accrual based for the first 5 years, increases thereafter,

Sick Leave (80 hours per year) accrual based

11 Paid Holidays, includes 2 days for Thanksgiving and 2 days for Christmas

401(a) 8% Employer Defined Contribution Retirement, (employer paid, does not require employee contributions)

457(b) Employee Deferred Compensation Retirement Plan

Gym reimbursement/incentive up to $50 per month

Health Fair 100% employer paid

Wellness Program w/ incentives

Safety shoe reimbursement up to $150 per year

Uniforms 100% employer paid

Employer Assistance (Counseling) Program

Employee Events - Spring Crawfish Boil, Summer Picnic, Thanksgiving Lunch, Annual Banquet/Holiday Party

and up to $3,500 annual education reimbursement.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact 850-729-4700 or careers@okaloosagas.com for assistance.

Salary : $150 - $53,872