Under the general direction of the Network Manager, position is responsible for providing a single point of contact for supporting users and maintains a user knowledge base of self-service solutions accessible from the intranet/internet.
This job has no supervisory responsibilities.
Responsible for repair and maintenance of networked computer peripherals in remote sites, including traveling to the remote site to provide the necessary support.
Acts as a technical resource to help users resolve equipment problems.
Installation, assembly and configuration of desktop computers, printers, scanners and other peripherals.
Install and configure upgrades of desktop operating systems and software (typically Microsoft products).
Install and configure virus software and updates for each machine.
Maintain adequate supplies for repair and refurbishment of hardware.
Salvage parts for use in building new equipment.
Conduct cable management of network.
Provide technical advice in the acquisition and upgrading of all computers and related equipment.
Document all service work performed and provide required reports to supervisor.
May be required to work in on-call status during assigned periods.
Log problem calls, prioritize service requests and assign and track work orders.
Troubleshoot desktop and office applications and printing problems.
Support new users and resolve password errors.
Expedite equipment and software installations.
Track inventory and equipment.
Maintain user manuals and guides.
Identify recurring problems to assist in the development of user education and training programs.
Maintain knowledge base of problems and resolutions.
Conduct user and service level satisfaction analysis.
May require to drive a motor vehicle to accomplish assigned tasks.
This position requires regular and reliable attendance and the employee's physical presence at the workplace.
Performs other duties as assigned.
KNOWLEDGE, SKILLS AND ABILITIES
Knowledge of the Microsoft Office Suite of programs.
Knowledge of Windows operating systems.
Knowledge of information security principles and practices, including any of the following; security risk assessment standards, risk assessment methodologies, and vulnerability assessment.
Knowledge of operating system platforms, routers, network protocols, and security architecture.
Skill in troubleshooting and analysis.
Skill in customer service.
Skill in time management, organization and prioritization.
Ability to identify and solve user problems.
Ability to establish and maintain effective working relationships.
Ability to perform under frequent deadlines and/or in response to emergencies.
Ability to speak clearly and persuasively in positive or negative situations.
Ability to exercise judgment and make decisions in accordance with established laws, regulations, ordinances, departmental policies and procedures.
Ability to effectively operate necessary equipment, including but not limited to a personal computer, printer and standard office equipment.
Ability to deliver information, explain procedures, and to follow oral and written instructions.
Associate's degree from an accredited college or university in computer science or related field and two years of progressively responsible experience in computer networking. Experience can be substituted for a degree on a year-for-year basis.
Must be able to pass Criminal Justice Information Systems (CJIS) background check.
Must possess a valid Florida Driver's License with an acceptable driving record.
This work typically requires the following physical activities to be performed.
Balancing maintain equilibrium to prevent falling while walking, standing, or crouching.
Climbing ascending, descending ladders, stairs, ramps, requires body agility.
Crawling moving about on hands, knees, or hands, feet.
Crouching bending body forward by bending leg, spine.
Feeling perceiving attributes of objects by touch with skin, fingertips.
Fingering picking, pinching, typing, working with fingers rather than hand.
Grasping applying pressure to object with fingers, palm.
Handling picking, holding, or working with whole hand.
Hearing 1 perceiving sounds at normal speaking levels, receive information.
Hearing 2 receive detailed information, make discrimination in sound.
Kneeling bending legs at knee to come to rest at knees.
Lifting raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
Mental Acuity ability to make rational decisions through sound logic, deductive reasoning.
Pulling - use upper extremities to exert force, haul or tug.
Pushing use upper extremities to press against objects with force, or thrust forward, downward, outward.
Reaching extending hands or arms in any direction.
Repetitive Motion substantial movements of wrists, hands, fingers.
Speaking expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
Standing for sustained periods of time.
Stooping bending body downward, forward at waist, with full motion of lower extremities and back.
Talking 1- expressing ideas by spoken word
Talking 2 shouting to be heard above ambient noise.
Visual Acuity 1 - prepare, analyze data, transcribing, computer terminal, extensive reading.
Visual Acuity 2 - color, depth perception, field of vision.
Visual Acuity 3 - determine accuracy, neatness, observe facilities/structures.
Visual Acuity 4 - operate motor vehicles/heavy equipment.
Visual Acuity 5 -close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts.
Walking - on foot to accomplish tasks, long distances, or site to site.
Work performed is primarily:
May be required to work hours other than the regular schedule including nights, weekends, and holidays.
Contact with internal and external customers, vendors, outside agencies and the general public.
Occasionally exposed to wet and/or humid conditions; extreme cold; extreme heat; and vibration. Risk of electrical shock.
To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.
City Of Fort Myers, FL