Information Systems Support Specialist

With multiple schedule options consider a career with the City of Lewiston Information Systems and Security Department. As a City of Lewiston employee, you will enjoy outstanding training opportunities and being part of a dynamic, rapidly changing industry!

Benefits Include:

• PERSI Retirement

• Multiple schedule options

• Compensatory Time Accrual

• Vacation Accrual

• Paid Training Opportunities

• Medical, Dental, Vision Plan

• Standby Pay Rotation

• Paid Sick Leave

• 13 Paid Holidays

• Basic Life Insurance

What We Are Looking For:

• Fun and energetic candidate with strong customer service skills

• Eagerness to learn new technologies, software, and processes

• Ability to troubleshoot and resolve technical problems

• Ability to manage projects, schedules, and deadlines

• Excellent communication skills are a must

• Ability to work well with multiple departments and sites across the city

• Must pass a Criminal Justice Information Systems (CJIS) background check

• Prior help desk, strong computer skills, or project management skills desirable

• Experience with Google Workspace, Zoom, Windows OS, and Apple IOS a plus

POSITION SUMMARY:

Under the direction of the Information Systems & Security Director, Support Specialists are responsible for analyzing, troubleshooting, and resolving technology issues. This role will support internal employees through in-person, phone, remote desktop, or chat communications, helping to keep them productive.  Tasks include instructing employees on how to use city-specific programs, troubleshooting and resolving technical problems and deploying city devices such as computers, phones, and technology equipment.  Support Specialists attend monthly City Council meetings (including two evening meetings per month) to operate AV equipment and provide live streaming services.

Starting salary range is $49,022.62 - $57,902.96 and the successful candidate will be placed based on qualifcations and experience. Full salary range is $49,022.62 - $71,298.61.

ESSENTIAL FUNCTIONS:

Provide help desk services to end users related to basic technology hardware and software.

Work with PC hardware,  peripherals, operating systems, and application software

Log user requests for support and resolution to requests; identify common support issues and recommend methods to most efficiently resolve recurring issues; work with vendors to process warranty claims.

Work closely with IS&S team to define default settings and security programs for PCs; document default settings; and validate that default settings are applied to existing and new equipment.

Prepare and maintain PC and User details keeping track of replacement schedule.

Evaluate and obtain pricing and availability for PC hardware and software components; process received orders; verify packing lists accurately reflect shipped product; update inventory system if applicable; distribute received items to the appropriate location.

Remain abreast of changes in user requirements; make recommendations for updates; evaluate, obtain pricing and availability for updates.

operate AV equipment and provide live streaming services under the direction of ISS staff.

Continually review technology that may directly or indirectly impact city devices, PC applications, and the end user computing environment; work closely with the Information Systems & Security team to analyze new technology.

Work as a positive team member to meet the needs of the team, department, and organization to most efficiently serve the constituents of the City of Lewiston.

Perform other related duties as assigned.

MINIMUM QUALIFICATIONS:

KNOWLEDGE OF:

Project Management

Business suite software such as Google applications, Online meeting software and Microsoft Office suite.

Methods and procedures of operating and managing computers, applications, and peripheral equipment on an enterprise network.

Basic record-keeping techniques.

Provide remote desktop support.

Use chat, email or phone to support end users.

Inventory methods and practices.

Apple IOS

City purchasing policies, procedures and requirements.

Interpersonal skills using tact, patience and courtesy.

Correct English usage, grammar, spelling, punctuation and vocabulary.

Oral and written communication skills.

ABILITY TO:

Prioritize workload.

Work independently with little direction.

Use project plans, follow schedules, and meet timelines.

Operate computers and peripheral equipment properly and efficiently.

Develop procedures and communicate clearly to users.

Install, configure, maintain, and troubleshoot various hardware and software.

Recommend and utilize various tools to efficiently deploy and manage applications.

Prepare and maintain hardware and software inventories.

Follow written and verbal instructions.

Work in a team environment.

Demonstrate strong interpersonal communication skills.

Read, interpret, apply and explain codes, rules, regulations, policies and procedures.

Define problems, collect data, establish facts and draw valid conclusions.

Analyze situations accurately and adopt an effective course of action.

Establish and maintain cooperative and effective working relationships with others.

Pass a Criminal Justice Information Systems (CJIS) background check

EDUCATION AND EXPERIENCE:

Any combination or equivalent to:

Preferred BA or Associate's degree in Electronics, Computer Systems, or related field.

Preferred experience running a help desk or front desk position.

Experience with Google or office suite products.

Experience in customer service via phone, email, and/or direct interaction.

Any combination of education, training and experience which demonstrates the ability to perform the duties and responsibilities as described.

LICENSES AND OTHER REQUIREMENTS:

Valid driver's license with an acceptable driving record.

WORKING CONDITIONS:

Office environment.  Essential physical activities include the ability to sit for extended periods of time at a computer terminal; sufficient manual dexterity of hands and fingers to operate a keyboard; bending, lifting and reaching to perform repairs; hearing and speaking to communicate; driving to perform work in outside areas.

Will be required to handle, move, and distribute heavy items up to 50 pounds.  Will be required to navigate over, under, or move office furniture to install and remove PCs and related peripherals.  Bending, lifting, twisting, kneeling, crawling, climbing while handling tools and equipment required.

May be required to work in confined spaces, hard to reach areas and install cable in walls and ceilings.

Will be required to drive a car or light duty truck.