System Support Specialist

GENERAL DESCRIPTION

Under the direction of the Assistant Director of Information Technology, this position performs help desk services and end user support; assists City staff with hardware and software problems and provides administrative support in daily office operations of the department. The work involves proficiency in problem analysis, accurate record keeping, decision making, planning, scheduling, and requires independent judgment, discretion, and due diligence in the performance of job duties and responsibilities, as well as sound interpretation of local, state and federal policies and regulations.

This position requires a background check and acceptance of an Information Technology Confidentiality statement. This position requires TLETS training, which will be administered by City staff.

None.

• Analyze and resolve technical problems related to the technology needs of City departments.
• Assists users with problems by perceptive questioning, using diagnostic software, and listening to procedures followed by users to determine source of problem.
• Receive phone calls or emails from users having problems using computer software and hardware, or having trouble using specific software such as graphics, database, printing, Microsoft Office, email, and operating systems.
• If no solution is readily available, uses technical manuals, Internet research, websites, vendor support and other means to resolve issues in a quick and timely manner.
• Maintains history of reported problems and resolutions using work order ticketing system.
• Assist users in the proper use of computer equipment and applicable software.
• Track computer, printer, and telecommunication products and supplies; receive and distribute supplies to appropriate parties; log supplies received and distributed into inventory system.
• Utilize the Internet for research and problem resolution.
• Perform duties associated with the setup, configuration, installation, and maintenance of desktop, laptop, MDT, and tablet computers, iOS based-devices, peripherals, printers, scanners, software, and other computer equipment.
• Provide support for audio-visual presentation equipment.
• Follow appropriate safety and security precautions to safeguard all City assets.
• Assist other staff members with projects, software implementation and hardware distribution.
• Work on varying tasks and projects as needed or as assigned.
• Serve as a supporting member of the EOC and be available during all EOC activations.
• Performs all other related duties as assigned, including any special or recurring projects that may be assigned.
• Daily attendance required.

• Performs all other related duties as assigned, including any special or recurring projects that may be assigned.

• Associate's degree or technical school degree in computer science, business, or related field. Two years related experience may substitute for an Associate's or technical school degree. Technical certifications, depending on the level of certification, may be substituted for work experience or education.
• Two years increasingly responsible experience in the use of various types of computer software, office management and/or administrative support functions.
• Ability to accurately type 30 words per minute.
• Good oral and written communication skills; and the ability to understand and carry out oral and written instructions.
• Intermediate to advanced level knowledge of current versions of Microsoft Office and other widely used software such as Adobe Professional.
• Knowledge of technological terminology typically encountered in an information services environment.
• Knowledge of modern office procedures, methods, systems, and equipment including computers and associated equipment.
• Ability to serve other City departments in a diplomatic and professional manner, exercising good emotional control. Must have good interpersonal skills.
• Good verbal fluency and knowledge of English grammar, punctuation and spelling.
• Ability to work with detailed information for sustained periods of time.
• Ability to perceptively question users, diagnose and troubleshoot…