Support Specialist

Job Summary:

Under the direction of the Service Desk Manager the Support Specialist performs a variety of technical duties related to the installation, maintenance, and support of the city's computers, related hardware and software. This position supports the help desk in a tier two role, including supporting first responder's mobile data terminals (MDT), and deploying computers and peripheral devices.

Essential Duties & Responsibilities:

Maintain and troubleshoot mobile data terminals (MDT);

Assist in researching, procuring, configuring, testing, and deploying new MDT technology;

Provide technical support to first responders and field workers;

Provide after-hours emergency support;

Communicate, interact, and collaborate with other agencies relative to similar technology systems and issues;

Support, manage and troubleshoot mobile broadband devices and VPN connections;

Serve as end user support in diagnosing and troubleshooting issues;

Research, procure and install software and hardware necessary to meet or improve departmental operations;

Upgrade and support existing hardware and software systems;

Maintain and troubleshoot various mobile devices;

Deploy new computers and hardware replacements;

Create and maintain computer images;

Coordinate with IT Asset Management Coordinator to accurately process inventory changes and internal invoices related to deployments;

Transfer user's files, shortcuts, and computer settings;

Troubleshoot printer hardware and software issues;

Provide printer preventative maintenance;

Assist contractors and vendors on deploying and maintaining leased and purchased department multi-function printer devices;

Perform on site repair of printer hardware equipment and or software;

Coordinate and supervise on site repairs needed from contractors or vendors;

Assist in managing computer updates and service packs;

Assist in updating and maintaining citywide technology policies;

Create and maintain documentation;

Document and record help desk tickets;

Assist in maintaining and creating IT standard operating procedures;

Maintain and create help files;

Assist in maintaining and tracking inventory;

Support VoIP phone system;

Assist with configuring and terminating Ethernet connections;

Assist with maintaining and organizing cabling and labeling in telecom closets and data center;

Perform client troubleshooting in regards to DHCP, DNS, GPO and AD issues;

Manage users and groups in Active Directory;

Manage permissions and file shares;

Update and maintain DHCP reservations;

Provide support for Exchange, email, and spam filter issues;

Support audio and video systems throughout city facilities;

Support and facilitate hardware, software, and live streaming for State of the City, City Council, and other public meetings;

Support and troubleshoot audio / video systems, including projectors, TVs, speakers and other associated audio and video equipment throughout city facilities;

Other duties as assigned.

Job Specifications:

Associates Degree in Computer Science, Information Systems, Electronics or Networking; comparable experience may be substituted for education;

Two years' experience providing technical support to computer users dealing with computer software and hardware.

Knowledge, Skills & Abilities:

Knowledge of principles and practices of computer and network operation;

Knowledge of network telecommunications concepts and installation practices;

Knowledge of operating system and software upgrade procedures;

Ability to perform normal preventative maintenance practices on computer systems;

Knowledge of imaging tools such as Acronis, Ghost, or Windows Deployment Services;

Knowledge of Windows client operating systems and basic Active Directory functions;

Ability to support multiple diverse and legacy applications;

Ability to conduct technical research on information services technologies;

Must be able to operate and demonstrate proficiency with computers and communications equipment;

Must be able to install, operate, and trouble-shoot standard operating systems, software packages and associated devices;

Must be able to quickly define, diagnose and resolve user problems with computer hardware and software related problems;

Ability to manage multiple complex tasks and projects simultaneously;

Must be able to maintain confidentiality and security of data;

Must be able to document and keep accurate records;

Possess strong technical writing skills;

Ability to understand and follow oral and/or written policies, procedures and instructions;

Ability to resolve technical issues over the phone, email, and in person;

Must be able to communicate clearly and concisely both orally and in writing;

Willingness to foster a team environment and be open to input from others;

Must be able to work well under pressure and without supervision;

Must be able to maintain a professional demeanor during stressful situations;

Ability to make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures.

Work Environment and Physical Demands:

Work is performed primarily in an office environment with moderate noise level;

Occasionally work environment will include outdoor weather conditions, extreme temperatures, with areas of dust, odors, etc.;

Requires sitting at a desk or computer terminal for long periods of time and ability to lift up to 60 lbs.;

Requires clarity of speech and hearing, which permits the employee to communicate effectively;

Requires clear vision to read printed materials and computer screen to accomplish work;

Requires repetitive movement of the wrists, hands, and/or fingers;

Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.

Travel Requirements:

Local travel is required. Must hold a valid driver's license.