Information Technology Services Specialist III Job Forest Grove area,Oregon USA,IT/Tech

Overview

The Senior IT Support Specialist provides a variety of advanced technical customer service related to the operation and maintenance of computer hardware and software applications with the City of Forest Grove’s Information Technology Division; installs, maintains, and troubleshoots operational issues with computer workstations, mobile devices, Internet of Things (IoT) devices, printers, operating systems, software applications, servers, network support, voice communications, and cybersecurity best practices.

Essential

Job Functions

Provides advanced technical support to the City’s information technology program, including desktop, hardware, software, network connections, devices and equipment.

Installs, maintains, and troubleshoots operational issues related to networked computers, printers, and other devices.

Troubleshoots loading of operating systems, drivers, and applications on networked devices including personal computers.

Adheres to standards for configuration and resource management consistent with defined best practices and mandates related to security and compliance.

Serve as liaison for research, troubleshooting, and resolution of issues relating to information technology; provide technical support and information to vendors, outside consultants, and contractors.

Serves as a technical resource for maintaining, enhancing, and upgrading the department's current and long-term computer system operations.

Researches, evaluates, and purchases computer equipment and supplies.

Orders and maintains inventory, tracks and receives a variety of computer systems and telecommunications equipment, software applications supply, training materials, and related needs adhering to established purchasing policies.

Represents the department at conferences on specialized topics, meetings with appropriate vendors, and reviews publications and industry documentation to become and remain current on principles, practices, and new developments in assigned work areas.

Coordinates with contracted vendors to resolve problems with system applications, servers, network support, and voice communications.

Assists in training and advising subordinate staff on effective operating procedures.

Enforces information technology operational policies and procedures.

Assists in maintenance of data integrity with backup, archive, and recovery processes and assists with implementing and maintaining procedures for disaster recovery.

Advises the IT Team on support process improvements that enhance service quality and user satisfaction and advises leadership on lifecycle and budgeting of client services hardware and software solutions.

Works with the IT Team to design (as assigned), implement, and maintain sustainable IT managed services.

Develops and modifies user accounts within domain structure and troubleshoots user account problems.

Tracks and monitors service efforts and implements work plan requests in relation to the capacity and limitations of computer hardware, operating time, and available personnel.

Ensures supervisor and other parties involved are apprised of work progress including present and potential work problems and makes suggestions for new or more effective ways to address customer service issues.

Communicates and interfaces with end users; instructs end users concerning computer systems and software applications in a clear and timely manner.

Contribute to a positive work environment.

Maintain regular, predictable attendance and punctuality.

Perform other directly related duties consistent with the role and function of the classification.

Qualifications Knowledge

Operations, services and activities of an information systems program.
Principles and practices of computer science and information systems.
Operational characteristics of various computer systems, applications and peripheral equipment.
A wide variety of network and microcomputer hardware and software applications, including networking essentials and peripheral equipment.
Data processing terminology and methodology.
Modern office practices and procedures.
Best practices and methodologies for providing effective customer service.
Best practices of security concepts and…


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