Senior IT & AV Support Specialist

Overview

Provides technical support and assistance to end users within the City, ensuring they can effectively use their technology tools. Handles technical troubleshooting, system setup, configuration, routine maintenance, and upgrades. Delivers user training, manages incidents and recurring problems, and collaborates with other IT teams to resolve complex issues. The team enforces security protocols, ensures compliance with organizational policies, and manages IT assets to minimize downtime and maintain smooth IT operations.

• Address and resolve technical issues for City staff through phone, email, or ticketing systems.
• Diagnose and fix hardware and software problems.
• Provide in-person assistance for issues that cannot be resolved remotely.
• Configure and set up new workstations, including installing operating systems, software, and necessary hardware.
• Install and configure software applications required by users.
• Set up printers, scanners, and other peripheral devices.
• Perform routine checks, updates, and maintenance on user devices to ensure optimal performance.
• Implement updates and upgrades to hardware and software as needed.
• Training sessions to help users understand how to use new software or systems.
• Create and maintain user guides, FAQs, and other instructional materials.
• Provide individual training and support for users who need additional help.
• Analyze and resolve recurring issues to prevent future occurrences.
• Escalate complex problems to higher-level support or specialized teams when necessary.
• Work with other IT teams (e.g., network, security, applications) to resolve issues that span multiple areas.
• Gather feedback from users to improve services and address common problems.
• Keep users informed about the status of their issues and any ongoing system updates or outages.
• Ensure end-user devices and practices comply with organizational policies and regulatory requirements.
• Maintain asset inventory for all City hardware and software.
• Assist in the procurement and deployment of new hardware and software.
• Troubleshoot AV system issues and coordinate with external vendors to diagnose, repair, and improve audiovisual systems, ensuring minimal downtime and alignment with City standards.

• Provide technical support to end-users for hardware, software, and network-related issues.
• Install, configure, and troubleshoot computer systems and applications.
• Respond to tickets or inquiries promptly, resolving issues remotely or on-site.
• Escalate issues requiring advanced knowledge to senior staff.
• Document support activities and maintain knowledge base articles.
• Participates in projects related to end-user implementations, changes, and upgrades.

• Provide escalated technical support and mentorship to support staff.
• Handle complex technical issues and collaborate with other IT teams for resolution.
• Evaluate and implement new technologies to improve support processes.
• Assist in creating and updating support documentation and procedures.
• Works with contractors performing work on City systems and validates recommendations and changes with support from peers.
• Leads basic projects related to end-user implementations, changes, and upgrades.
• Support and coordinate technology for City Council meetings (twice monthly) and other high-profile events such as Town Halls, State of the City, and executive-level meetings, ensuring reliable, professional, and seamless delivery of IT and AV services.
• Provide advanced AV support, including developing and maintaining preventive maintenance schedules, contributing to AV lifecycle planning and refresh initiatives, and delivering high-level support for critical spaces used by City leadership and executive stakeholders.

• Computer hardware and software systems and applications, Windows 11 operating system, Microsoft Office, and related tools.
• PC/mobile device troubleshooting and repair.
• Computer terms and control language.
• Procedures and processes involved in administering organization-wide technology training.
• Handling information restricted to specific persons.
• Compliance and security standards and practices such as CJIS, HIPAA, and PCI.

• Communicating effectively, both orally and in writing.
• Establishing and maintaining effective working relationships with employees at all levels within the organization.
• Reading and understanding technical manuals, policies, procedures, and system documentation.
• Writing clear, accurate, timely documentation.
• Writing clear, concise memos in non-technical terminology.
• Solving problems, thinking analytically, and time management.
• Performing arithmetic calculations of computer or network capacity.
• Making simple projections and forecasts.
• Exercising sound judgment in interpretations and decisions.
• Establishing and maintaining effective working relationships with peers, clients, citizens, and vendors.

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