Technology Support Specialist

Job Objective:

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed in this document are representative of the knowledge, skill, and /or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

About the Role:

The successful candidate serves as a Technology Support Specialist for the City of Terre Haute Office of Information Technology, responsible for providing helpdesk support, performing hands-on technical upgrades and deployments. After hours on-call support for end-users is required and is on a rotation basis.

General Responsibilities:

• Provide desk-side, remote, and virtual client support to internal employees
• Perform hands-on technical upgrades and deployments
• Ensure Service Level Agreements are met for each support ticket
• Provide repair and maintenance for mobile devices as needed
• Participate in various system upgrades and maintenance
• Decommission and dispose of IT Assets as needed
• Participate and own tasks from program/project management meetings
• Ensure cyber security is prioritized in the balance of other helpdesk requests

Skills and Knowledge

• Strong background with Windows Operating Systems 
• Strong background with Microsoft Office Products
• Basic Networking skills
• Excellent Documentation Skills
• Strong troubleshooting abilities
• Strong communication skills
• Ability to establish user trust and confidence in the group’s knowledge of and concern for user needs
• Excellent team-oriented interpersonal skills

Requirements:

• Strong analytical skills and problem-solving abilities
• 2-4 years' experience in desktop-related equipment and application program support
• Experience with Windows desktop/laptop troubleshooting, printer/scanner troubleshooting, Apple iPhone/tablet troubleshooting, Active Directory/user management, and laptop/desktop imaging.

Responsibility:

Incumbent will be on-call for support of IT systems for operations in City Departments including public safety systems, engineering systems, and other systems that may require 24x7 coverage. Position requires the carrying of a cell phone/pager and to be on-call 24 hours per day to respond to emergency situations. Occasional weekend and/or evening work is required. 

Incumbent may be required to support users and equipment away from the primary work location, requiring use of own vehicle for transportation. Mileage for POV is a reimbursable expense.

Personal Work Relationships:

The successful candidate will maintain frequent contact with co-workers, other city departments, public officials and the public for purposes of exchanging information and providing training and assistance. 

Reports to Chief Information Officer

Physical Effort and Work Environment:

Work is generally performed in a standard office environment, but may entail site visits both outdoors and indoors in various equipment locations within buildings to assist with projects.

Physical Demands

The following are some of the physical demands commonly associated with this position.

• Daily use of computer (keyboarding) and office telephony equipment is required. 
• While this position commonly entails 50-80% sitting and the remaining time standing or walking, the following physical demands could be associated with this position:
• Lifting or carrying up to 50 pounds (i.e. PC or various network equipment and or tools).
• Pushing or pulling up to 100 pounds (i.e. on a cart or pallet).
• Stooping, kneeling, crouching, climbing, or reaching (i.e. cabling and for installation of various computer equipment).
• Use of traditional computer data entry and interface devices, such as keyboards, mice, trackballs, video display equipment.  

Apply now at: apply.terrehaute.in.gov