IT Support Specialist

Department: Information Technology

Reports to: IT Support Supervisor

Summary: Under basic supervision, provides first-level technical support functions and training for City computer users; troubleshoots and resolves problems, and maintains computer systems and peripherals.

Essential Functions: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:

• Interviews user to collect information about technology problems and technical issues, and leads user through diagnostic procedures to determine source of error; duties may vary according to individual skills.

• Determines whether user problem is caused by hardware, software or operator problems.

• Defines problems, researches and isolates error sources, implements technical solutions to resolve user problems within scope of authority and training.

• Must have and maintain a cell phone for City use to hold this position.

• Supports the relationship between the City of Odessa and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.

Minimum Qualifications:

Education, Training and Experience Guidelines: High School Diploma or GED required; AND two years of computer service experience required. Associate's Degree in Computer Science is desirable.

Knowledge of:

• City organization, operations, policies, and procedures.

• General hardware, software, and peripheral equipment troubleshooting techniques.

• Technical support principles, processes, and standards.

• Software applications and operating systems used at City, including MS Office Suite.

Skill in:

• Diagnosing and resolving technical problems in a network environment.

• Assessing customer support needs, and implementing effective solutions.

• Solving technical problems involving integrated operating systems and hardware platforms.

• Using basic tools, equipment, and procedures for repairing computers and peripheral devices.

• Communicating effectively verbally and in writing.

License and certification requirements: A valid Texas State Driver's License is required. Microsoft (MCSE), CompTIA A+, and other professional IT certifications are desirable. Appointment will be conditional upon successful completion of FBI criminal background fingerprint check in accordance with Criminal Justice Information System (CJIS) standards.

Physical demands and working environment: Work is performed in a standard office environment; rotating 24 hour on call duties to cover IT related emergencies.