Technical Support Specialist III

Description

General Statement of Duties 

This non-exempt position, under direct supervision, provides first line technical support to District users to resolve issues with workstation environment, printers and peripherals, software applications, telephones and company supplied cellular phones. Under general supervision, performs a variety of computer systems administration and support tasks, including analyzing, installing, configuring, documenting, testing, maintaining, troubleshooting and supporting of PC hardware, operating systems, software applications, peripherals, and communication devices for the entire organization. Provides general support for communication systems including unified messaging, desk/cell phone issues and notification systems. 

Supervision Received 

Works under the direct supervision of the Information Technology Supervisor and the general direction of the Director of Technology.  

Primary Duties and Responsibilities 

• Primary point-of-contact for answering end user questions.  Performs expert level troubleshooting, diagnosis and repairs on hardware, software, and network issues to fix problems for the end user.  Involves colleagues and/or department supervisor and escalates issues to external support when necessary. 

• Maintain the day-to-day operations of workstations, tablets, desk phones, company provided cellular phones, printer/copiers and peripheral hardware and associated operating systems.  This includes the application of updates, patches and hot fixes to various systems throughout the District. 

• Monitors windows updates, approves updates and verifies client systems to maintain the appropriate level of service packs and updates.  

• Monitors Endpoint Protection suite and takes action to mitigate anomalies and notifies the team and department supervisor of any deviations.  

• Maintains workstations and other end user devices and makes recommendations for upgrades or replacements to department supervisor. 

• Assists with planning and implementation of new workstations, laptops and end user peripheral equipment.  

• Responsible for installing, configuring, and administering district applications. 

• Responsible for improving and documenting the technical processes around application support. 

• Documents hardware and software asset inventory for appropriate licensing compliance and inventory.   

• Responsible for software standardization of workstations. 

• Attends technical and safety training courses and seminars as required.  

• Routinely performs physical cleanup and housekeeping of work areas and equipment and buildings using standard cleaning equipment and materials.   

• Other duties as assigned. 

Knowledge, Skills & Abilities 

• Expert working knowledge of, including but not limited to, Windows Professional and Windows Server operating systems. Advanced working knowledge of Microsoft 365 Suite, Microsoft Intune, Microsoft Teams and SharePoint, Adobe Acrobat, virtual private network software. 

• Expert troubleshooting, repair and maintenance skills for computer hardware, software and peripherals.  Experience installing and configuring application software and operating systems.   

• Advanced knowledge of electronic mailing systems, SMTP and a Microsoft Exchange environment. 

• Working knowledge of audio-visual equipment.  

• Advanced working knowledge of TCP/IP networking including routing, VLAN and security in a segmented LAN/WAN environment. 

• Advanced knowledge of safety procedures and use of personal protective equipment and ability to apply safety principles on all job tasks.  Ability to anticipate unsafe circumstances; act accordingly to prevent accidents, and promptly report accidents and hazardous conditions. 

• Ability to effectively communicate verbally and in writing, organize activities in order to complete tasks in accordance with priorities, address multiple demands and meet deadlines. 

• Ability to read and interpret documents such as safety guidelines, operating and maintenance instructions, procedure manuals, and technical documents. 

• Ability to work independently with broad direction and limited supervision.  Ability to work effectively with supervisors, co-workers, contractors, and deal tactfully with the end users and the public. 

Qualifications/Experience 

• A bachelor’s degree in computer science / information technology or equivalent job related education and experience. Experience with installation, configuration, management and maintenance of networked workstations and servers in an enterprise environment.  4-6 year(s) prior experience in a technology support role highly desirable.  

• Additional education and professional certifications may be required. 

• Must possess a valid driver’s license and a motor vehicle record within the acceptable or no less than borderline rating according to the District’s insurance company. 

Working Conditions/Physical Activities 

• Normal work - week is Monday through Friday, up to 8 hours per day. Due to the nature of this job, work hours may sometimes need to be adjusted to accommodate working on systems outside of normal office times.  

• May be subject to mandatory overtime on an as needed basis to work within the department and for other duties as assigned.  

• Works in a wastewater plant where elevated levels of noise, irritants, dust, dirt, bacteria, hazardous chemicals/air/materials and fumes are always present.  May encounter raw wastewater.  The Hepatitis B vaccine is strongly recommended and is offered at no cost by the District. 

• Work may take place outside in all weather conditions.  May be exposed to risks typically associated with working around water, wastewater, chemicals, electricity and other man-made and natural hazards.  

• Performs moderate physical labor requiring the ability to lift and handle objects up to 50 pounds occasionally and/or 20 pounds frequently.   

• Full range of body movements including stooping, twisting, kneeling, bending, leaning, climbing, stretching and working in awkward positions. 

• Vision is needed for reading, recording and interpreting information, frequent hand/eye coordination for operation of computer keyboard, and operating a motor vehicle; speech and hearing are used to communicate with others over the phone and in person. 

Benefits Overview

Parker Water & Sanitation offers a robust benefits program including:

• Low-cost health premiums

• 100% District paid dental and vision insurance

• District HSA contribution for those on our HDHP insurance

• Social Security Replacement program – 401(a)

• 457 (b) retirement plan with District match up to 5%, fully vested right away

• 100% District paid Short- and Long-Term Disability

• 100% District paid Life and Disability Insurance (2x annual salary)

• Tuition Reimbursement up to $5250 per year

• Employee Wellness program

• Public Service Student Loan Forgiveness eligible employer

For a more in-depth overview of the many benefits PWSD offers please visit www.pwsd.org/careers and click on the Total Rewards Program link.

Salary : $5,250