System Support Specialist

JOIN REDMOND!

The City of Redmond is a thriving, culturally diverse community and home to over 80,000 residents. Redmond is the hub of an array of commerce and industry ranging from technology, aerospace, and gaming to biomedical and innovation start-ups. In this role, you will represent the city, and our values of service, integrity, accountability, belonging and stewardship.

The Systems Support Specialist identifies, troubleshoots, diagnoses, and repairs hardware and software problems of the City’s computer systems. System Support Specialists provide support to internal users of the City’s data network, phone and computer equipment and systems via telephone, remote control, or on-site with the users.

• Creates, implements, installs and maintains hardware and software accounts for users including new employees, terminations, contractors, etc.
• Administers automated workstation environment; assesses what needs to be installed, removed, and/or updated; ensures deployment is quick and seamless
• Manages and implements Windows, Security and Anti-virus and other program updates and patches; develops scripts for maintenance and updates
• Manages user accounts and administers services using a variety of applications such as System Center Configuration Manager, Active Directory, Deep Freeze and Unified Messaging to provide users with appropriate access to technology and services
• Provides phone, e-mail, remote control and desk-side technical support; answers/resolves questions and issues related to computer hardware and software, printers and other peripherals as well as problems with IP and mobile phones
• Provides technical advice and instruction to non-technical staff; troubleshoots, diagnoses and repairs hardware and software problems and network connectivity issues; cleans and performs minor repairs on computer hardware including monitors, keyboards, printers, peripherals and telephones
• Designs, develops and analyzes call tracking reports and uses call tracking system to log, update and report work orders
• Records, tracks and documents all pertinent end user information as well as a description of the problem; this tracking process includes all actions taken to achieve a successful resolution; monitors resolutions and provides appropriate reporting and status as necessary

Knowledge of and Skills in:

• Current knowledge of IT principles and practices including technical support principles, processes, standards and best practices
• Knowledge of software and hardware configurations, including printers and other peripherals, mobiles devices and communication related software
• Knowledge of up-to-date operating systems and command/utilities at a user level
• Exceptional customer service skills
• Knowledge of desktop and server operating systems
• Solid understanding of IP networking, Virtual Private Networks (VPN) and wireless connectivity, including LAN, WAN and Wi‑Fi

• Analyze, troubleshoot and problem‑solve
• Work alongside other technicians to diagnose and resolve system and/or end user issues
• Provide excellent customer service
• Communicate effectively orally, by phone, in person, and in writing
• Analyze technical problems and provide solutions
• Follow instructions
• Self‑motivated and directed with a keen attention to detail
• Complete projects with minimal supervision
• Evaluate, prioritize and coordinate solutions to issues; recognize sense of urgency and respond appropriately
• Effectively escalates problems to the appropriate, experienced technician or manager

Education and Experience

• Vocational or Associate degree
• Three to four years of experience in a helpdesk or computer repair environment plus two years of experience analyzing, procuring, testing or maintaining personal computers and hardware and software systems
• Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities

Licenses and Certificates

• Specific certifications may be preferred or required in some assignments.

Other This class description describes the general nature of the work performed, representative duties as well as the typical qualifications needed for acceptable performance.…