Technology Support Specialist

The City of Dunwoody is currently accepting applications for a Technology Support Specialist.

JOB SUMMARY:

This position is responsible for helpdesk ticket system management and support of all technical systems utilized by the City. Additional responsibilities include: assisting in implementing new services, tracking and inventory of user equipment, providing technical assistance to users, directly handling service requests, troubleshooting technical issues, and providing outstanding customer service. Work is performed under the general supervision of the Technology Manager.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Works with Technology management to identify and resolve business systems issues.

• Communicates with users, vendors, and other technology resources.

• Assists with implementing new services.

• Suggests training ideas for users based upon interaction from resolving support requests.

• Provides technical support, training and information to system users, staff members, and elected officials regarding operation of hardware and software, procedures,

problems and related issues; troubleshoots and/or resolves problems.

• Communicates with the City Manager, City staff, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information or resolve problems; responds to requests for service or assistance.

• Briefs supervision as needed on issues of concern to ensure proper action.

• Attends City Council meetings and official City functions, as needed for staff coverage, to provide City staff support with technology.

• Regularly reviews information related to emerging technology including state-of-the-art voice, data, radio, and computerized systems; keeps up to date with the advancing new products and trends in information technology.

• Participates in annual (at minimum, based on budget allowance) technology training as it relates to the position.

• Triages initial support requests, provides support, and escalates support requests.

• Provides timely and effective support services for:

• Microsoft related technologies: Windows Server, Exchange, Entra, Intune, SharePoint, Microsoft Office Suite 365 (including applications deployment, defining and establishing group policies, Active Directory, server optimization)

• Public Safety technology

• User Applications

• Provides timely and effective communication with users regarding incident progress statuses and updates

• Assists with technical projects.

• Participates in on-call rotation and provides after-hours support.

• Prioritizes ticket queue and ticket system management; documents all work as service tickets within the ticket system management.

• Conducts regular system, equipment, and user audits.

• Assists with workstation and printer deployments.

• Assists with cell phone deployments.

• Performs remote maintenance and support as required.

• Assists in moving workstation equipment as needed.

• Participates in team meetings, providing input and suggestions.

• Performs other duties as requested, directed, or assigned.

• Regular attendance and punctuality are essential requirements of the job.

MINIMUM QUALIFICATIONS:

Education and/or Experience

a) Associate degree in information technology, computer science or a related field or equivalent coursework completed while working towards a bachelor's degree in information technology, computer science or a related field from an accredited college or university.

b) One (1) years of experience in technology, preferably in a public sector environment.

c) Prefer professional IT Certification or the experience equivalent (ex. Fortinet Certified Professional, Security+, VMware VCP, Network+, ITIL, A+).

d) An equivalent combination of education and experience may be acceptable.

Salary: $48,843 - $78,148

Benefits:

• 100% City-Paid Employee Medical Insurance

• 100% City-Paid Employee Dental Insurance

• 100% City-Paid Employee Life/AD&D Insurance

• 100% City-Paid Employee Short-Term and Long-Term Disability Insurance

• 100% City-Paid Wellness Program

• Vision Insurance

• Retirement Savings Plans

• Flexible Spending Accounts (FSA)

• Education Assistance

• Fitness Center Memberships

• Vacation Leave, Holidays, and Sick Leave

Only candidates that meet all the minimum requirements above will be considered. The City of Dunwoody has been certified as a Drug-Free Workplace by the State Board of Workers' Compensation. All job applicants for the City must undergo testing for the presence of illegal drugs as a condition of employment.