Desktop Support Specialist

PURPOSE OF THE CLASSIFICATION:

Provides first-line technical support to City employees by installing, maintaining, troubleshooting, and supporting desktop computers, mobile devices, software applications, and related technology systems. Ensures employees receive responsive, professional technical assistance that enables the efficient delivery of City services.

• Maintains the integrity of data in midrange (Central Square) applications by working with relevant departments to clean up existing databases, imports county land records, works with exception reports to maintain the integrity of the data.
• Works with county offices to keep city and county data accurate and synchronized with each other.
• Works with Query tools (AS/400 Query and Q-Rep) to develop reports.
• Assists in maintaining data integrity in other applications such as Firehouse, Incode, Manager Plus and other similar applications.
• Maintains and administers basic functions on the City’s Microsoft platform.
• Provides hardware and software support for all workstations, printers and any equipment attached to workstations.
• Provides support for network troubleshooting and repair.
• Provides software support for all Microsoft Office and other PC based applications.
• Operates office equipment such as fax machines, copiers and phone systems and uses computer for spreadsheets, word processing, database management and other applications; learns to operate new office technologies as they are developed and implemented.
• Records and broadcasts Committee and City Council meetings.
• Performs other work as necessary and or as assigned.
• Must report to work on a regular and timely basis.

The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position.

The Desktop Support Specialist reports directly to the Information Technology Director.

The Desktop Support Specialist does not have any direct reports or supervisory responsibilities.

Training and

Experience:

Graduation from high school or equivalent. Minimum of two (2) years’ experience in a technical or database support position. Preference will be given to applicants with experience using land/parcel management applications and/or Central Square Naviline applications.

Knowledge, Abilities and

Skills:

Knowledge of land/parcel management applications and/or Central Square Naviline applications is a plus. Competent knowledge of Windows 7 and Windows 10 operating systems. Requires the ability to work well with others both inside the City offices and outside (county, etc.) to help maintain the integrity of imported data. Must be a self starter, be able to remain on task without constant supervision and be very detail and customer service oriented.

Additional knowledge, skills and abilities include:

• Strong customer service and interpersonal skills.
• Excellent verbal and written communication skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritize competing requests in a fast-paced environment.
• Strong organizational and time management skills.
• Ability to work independently while representing the IT Department professionally.
• Ability to lift, transport, and install computer equipment safely.
• These additions would better reflect the day-to-day responsibilities of an entry-level
• desktop support technician who provides field support across multiple City locations
• while emphasizing the customer service aspect of the role.

Physical Requirements:

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job in compliance with the Americans with Disabilities Act (ADA) requirements. On a case by case basis, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, arm and hand steadiness and finger dexterity is needed enough to operate personal computers and workstations at long intervals.

Occasional lifting/moving of paper and computers weighing up…