Technology Support Specialist

General Purpose

This position serves as a main point of contact to the organization for information technology related problems. Responds to incoming requests for assistance with all IT-related issues across the City of Burlington. Triages calls and resolves issues as appropriate. Ensures delivery of excellent customer service through resolution of incidents. Thoroughly documents all actions in ticketing system. Evaluates new information systems products or services and suggests changes to existing products or services to better serve the end user.

Recommends and develops systems and tools to more efficiently deliver end-user support, ensure network security, and protect the City’s technology assets.

American Federation of State County and Municipal Employees (AFSCME)

$29.21 - $34.20 Hourly

Up to one (1) day remote/week

• Provide support for any information technology issues and problems reported by phone, email and/or ticket management system including issues from the general City of Burlington employee population, Burlington Police Department, Burlington Fire Department, and the Patrick Leahy Burlington International Airport.
• Prioritize work and ensure successful resolution of all issues, ensuring that the end users’ needs are met and work is completed according to criticality, policies, turn-around times and best practices.
• Support computers, laptops, tablets, smart phones and applications. Troubleshoot PC hardware, operating system(s) and application software issues as required.
• Visit end-users to provide support including, but not limited to, assisting with end-users moves, disconnecting and reconnecting PC’s, installing and removing hardware, software, and peripheral devices, and troubleshooting application issues.
• Support the software and applications related to the creation of Burlington Police Department digital case files, digital evidence, and integration of these items into partner agency and vendor computer systems.
• Provide application support to users of the Burlington Police Department’s digital security camera system, analog, digital/IP-based telephony and radio recording system, and the Department’s digital identification creation system.
• Train end-users in the use of applications and technologies. Prepare basic training materials to assist new users.
• Provide application-specific support for core applications used across the City (including but not limited to email, Outlook, Office applications, ERP, Civic Plus, Open Gov).
• Coordinate building and deployment of desktops, laptops and other technology as directed.
• Install, configure, and maintain software applications, as required by departments and in accordance with department policies.
• Serve as system administrator for systems and applications as directed.
• Refine and manage asset management system for effectively building and managing all PCs.
• Coordinate provisioning and tracking of technology assets (e.g. computers, tablets, phones).
• Create and maintain user accounts and permissions.
• Maintain user profiles, groups and policy on Active Directory servers.
• Escalate problems as required to colleagues and/or third parties for assistance.
• Log all help-desk requests in the help desk database, ensure descriptions are clear and accurate and prioritize calls to the appropriate technical support personnel.
• Create and maintain an internal knowledge base to track issue resolution details and provide self-help information to users.
• Regularly review tickets to identify patterns and opportunities to modify procedures to improve performance of user hardware and applications.
• Develop and maintain documentation of all procedures.
• Recommend modifications to procedures and workflow to ensure efficient and effective response to requests.
• Prepare regular reports and performance metrics about issues and activities.
• Provide backup and support for other IT staff as directed.
• Position may require the operation of City vehicles and/or personal vehicles in order to conduct City business.

• Ability to actively support City diversity, equity, and cultural competency efforts…