Support Specialist

Be part of a team that is making a difference in the lives of our residents every day. Together, let’s shape a brighter future for our community!

Salary:
$31.13, per hour

Under the direction of the Service Desk Manager the Support Specialist performs a variety of technical duties related to the installation, maintenance, and support of the city’s computers, related hardware and software. This position supports the help desk in a tier two role, including supporting first responder’s mobile data terminals (MDT), and deploying computers and peripheral devices.

• Maintain and troubleshoot mobile data terminals (MDT);
• Assist in researching, procuring, configuring, testing, and deploying new MDT technology;
• Provide technical support to first responders and field workers;
• Provide after-hours emergency support;
• Communicate, interact, and collaborate with other agencies relative to similar technology systems and issues;
• Support, manage and troubleshoot mobile broadband devices and VPN connections;
• Serve as end user support in diagnosing and troubleshooting issues;
• Research, procure and install software and hardware necessary to meet or improve departmental operations;
• Upgrade and support existing hardware and software systems;
• Maintain and troubleshoot various mobile devices;
• Deploy new computers and hardware replacements;
• Create and maintain computer images;
• Coordinate with IT Asset Management Coordinator to accurately process inventory changes and internal invoices related to deployments;
• Transfer user’s files, shortcuts, and computer settings;
• Troubleshoot printer hardware and software issues;
• Provide printer preventative maintenance;
• Assist contractors and vendors on deploying and maintaining leased and purchased department multi-function printer devices;
• Perform on site repair of printer hardware equipment and or software;
• Coordinate and supervise on site repairs needed from contractors or vendors;
• Assist in managing computer updates and service packs;
• Assist in updating and maintaining citywide technology policies;
• Create and maintain documentation;
• Document and record help desk tickets;
• Assist in maintaining and creating IT standard operating procedures;
• Maintain and create help files;
• Assist in maintaining and tracking inventory;
• Support VoIP phone system;
• Assist with configuring and terminating Ethernet connections;
• Assist with maintaining and organizing cabling and labeling in telecom closets and data center;
• Perform client troubleshooting in regards to DHCP, DNS, GPO and AD issues;
• Manage users and groups in Active Directory;
• Manage permissions and file shares;
• Update and maintain DHCP reservations;
• Provide support for Exchange, email, and spam filter issues;
• Support audio and video systems throughout city facilities;
• Support and facilitate hardware, software, and live streaming for State of the City, City Council, and other public meetings;
• Support and troubleshoot audio / video systems, including projectors, TVs, speakers and other associated audio and video equipment throughout city facilities;
• Other duties as assigned.

• Associates Degree in Computer Science, Information Systems, Electronics or Networking; comparable experience may be substituted for education;
• Two years’ experience providing technical support to computer users dealing with computer software and hardware.

• Knowledge of principles and practices of computer and network operation;
• Knowledge of network telecommunications concepts and installation practices;
• Knowledge of operating system and software upgrade procedures;
• Ability to perform normal preventative maintenance practices on computer systems;
• Knowledge of imaging tools such as Acronis, Ghost, or Windows Deployment…