Technical Support Specialist

Description

SUMMARY

This position provides service oriented technical support and/or training for a variety of hardware, software, operating systems, and networks. Work is performed under the general direction of the IT Manager with leeway to exercise independent judgment within the framework of applicable rules, regulations policies and procedures in the performance of duties and in making decisions regarding customer needs and requests.

Essential Duties and Responsibilities

ESSENTIAL DUTIES: The following duties are illustrative only and are not intended to be all inclusive:

• Responsible for the enterprise maintenance and support of infrastructure desktops, laptops, phones, and devices by assisting departments and users in administering the software, hardware, creating reports, implementing utilities, and optimizing the systems.

• Performs support functions including analyzing, constructing, documenting, testing, installing, relocating, troubleshooting, monitoring, maintaining, and supporting PC hardware, laptops, mobile computers, operating systems (Windows 10 and 11), printers, peripherals, phones (desktop and smart phones), and desktop applications.

• Works directly with users to identify and resolve their computer, phone and other device-related issues escalated by helpdesk or otherwise assigned.

• Maintains software and hardware inventory using asset tracking.

• Follows processes for the creation and maintenance of user accounts.

• Analyze and assess the environment to identify and implement opportunities for improvement

• Provide end user training and assistance relating to desktop hardware, desktop system software and desktop applications software.

• Provide in-depth support with regard to both the office automation software components and specific departmental software applications. Provide first/second level support relating to software issues, which have not reached resolution at the help desk level.

• Utilize computer equipment, word processing, use email for interdepartmental correspondence; maintain operational readiness of computer equipment to include disassemble/reassemble of equipment and troubleshooting minimal hardware/software problems related to the system.

• Responsible for staying abreast of current IT trends in order to allow the City to provide the highest level of support services to customers.

• Demonstrate a respectful attitude towards customers and coworkers that promotes teamwork, open communication, and effective customer service.

ADDITIONAL DUTIES:

• Must be able to establish and maintain effective working relationships with City employees, elected officials, and vendors.

• Attend professional meetings, both within and outside the organization.

• Perform related work as required and assigned.

• Follow ITIL best practices, including good change and asset management processes.

• Maintain a current technical skill set and keep current on industry-standard trends and training.

SUPERVISION RECEIVED:

Works under the general supervision of the Information Technology Manager.

SUPERVISION EXERCISED:

None.

Minimum Training and Experience Required to Perform Essential Job Functions

EVIDENCE OF QUALIFICATIONS:

Training

• Associate's or bachelor's degree in computer science, information systems,or related field, Current Microsoft Operating Systems and CompTIA A+., Network+, and/or Security+ certification desirable but not required.

Experience

• Minimum of three (3) year experience in desktop, technical support and hardware troubleshooting, customer service and repair. Very good professional customer service and communication skills.

Or

Any equivalent combination of training and experience that provides evidence that the applicant possesses the required knowledge, skills and abilities.

SPECIAL REQUIREMENTS:

Possession of a valid and current Colorado driver's license or ability to obtain within thirty (30) days from date of hire. Successful candidates will be required to complete a comprehensive background investigation prior to employment.

QUALIFICATIONS:

Knowledge

• Thorough knowledge of technical support functions; working knowledge of PC hardware, current Microsoft Office 365, Windows 10 & 11 Adobe Acrobat, Adobe Creative Suite and other office productivity software.

Skills

• To apply the knowledge required to perform the essential duties and responsibilities of the position; strong customer service skills required; strong troubleshooting and reasoning skills required.

Abilities

• Work from broad direction with limited supervision; install, configure, maintain and troubleshoot PC hardware and software; use equipment in a safe an responsible manner; organize tasks and working environment to maximize efficiency; focus attention on tasks which may be complex, routine, or repetitive, without losing concentration or becoming distracted by external activities; adapt to interruptions, equipment failures, unusual demands, or changing priorities; read, understand and apply technical manuals, complex analytical methods, and research reports; effectively interact and communicate with individuals; act with tact, good judgment and discretion; maintain the confidentiality of matters, as appropriate; perform physically demanding work.