IT Support Specialist

Summary

To ensure proper computer operation so that end users can accomplish their business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve using diagnostic and help request tracking tools and providing in-person, hands-on assistance at the desktop level.

Essential Functions

Help Desk & User Support

• Field incoming help requests from end users via both email and telephone
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• Put in tickets for HR requests for changes in employees’ accounts/accesses.
• Assist users with learning new equipment (printers, security cameras, cell phones, etc.).
• Perform post-resolution follow-ups to help requests.
• Trouble-shoot issues with IT equipment and determine who to call for trouble tickets and/or vendor repairs.

IT Asset Management

• Research and document the best options for computers and other IT purchases.
• Handle desktop installs or replacements of computer peripherals, cables, monitors, etc.
• Maintain inventory of computers and IT supplies, including cables/cords, tools, backup devices, toner, replacement parts, etc.
• Manage destruction, sale, or recycling of old IT equipment and computers.
• Document, map, and store any IT infrastructure information and/or instructions for the City’s records and for contracted IT vendor records.
• Maintain a “living” contact list of support resources and vendors.

IT Procurement & Installation

• Handle new desktop and laptop purchases and installations according to our Computer Replacement Program’s (CERP) annual schedule.
• Purchase and set up new work cell phones for new employees and replace existing cells

IT Maintenance and Upkeep

• Keep software licenses and maintenance agreements up to date (except for Microsoft products, which are handled by the contracted IT vendor).
• Verify backups are running and shared storage space is adequate and used appropriately.
• Verify security cameras are working correctly and assist in video archiving when needed.
• Work with vendors to keep internet and TV connectivity up-and-running. Notify workforce of any interruptions to the network.
• Maintain patrol cars’ IT equipment functionality and connectivity with help from vendors.

IT Planning & Budgeting

• Assist with yearly budget planning for IT projects/upgrades and lease agreements.
• Prioritize and schedule problems. Escalate problems when needed to the contracted Information Technology vendor.
• Oversee out-sourced IT projects and verify completion according to contract.
• Troubleshoot new IT issues, foresee upcoming IT issues (based on age of equipment, usage, etc.), and provide users with remedies for recurring issues.

Training & Security

• Coordinate IT security training for employees and send warning emails as needed.
• Maintain an emergency action plan for on-site breaches or disasters.

Communication & Coordination

• Assist PD in large data downloads, transfers, archiving, etc.
• Work with Comcast to program VOIP desk phones’ settings.
• Work with Fleet Technician to install or replace IT equipment inside patrol vehicles.
• Maintain comfortable and functional workspace setups for employees, kiosks, and special equipment. Assist with meeting the IT requirements for meetings and training sessions.

Essential Knowledge, Experience, and Ability

Minimum Qualifications

• Bachelor of Science in Information Technology or Computer Science or any equivalent combination of education and experience.
• Two (2) or more years’ work experience in a help desk IT position.
• Requires knowledge of help desk software, databases and computer installation.

Preferred Qualifications

• Two (2) or more years of information technology work experience within the public sector.
• Familiarity of PD IT equipment and software, including CentralSquare, ITI, REJIS, AXON, Verkada, LPRs, CradlePoint, COBAN, GETAC, etc.

Essential Education, Certification, and/or Licenses

Knowledge, Abilities and Skills Knowledge of:

• Good understanding of the organization’s goals and objectives.
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
• General office practices and procedures
• Experience working in a team-oriented, collaborative environment.
• IT operating systems.

Ability to:

• Read, understand information, ideas presented and convey information effectively both verbally and in writing.
• Establish and maintain professional working relationships with fellow employees and vendors.
• Conduct research into a wide range of computing issues as required.
• Demonstrate proven analytical and problem-solving abilities.
• Meticulously document and track IT issues and resolutions
• Be highly self-motivated and directed.
• Show keen attention to detail.
• Maintain an organized work area.
• Manage one’s own time and the time of others.

      Skills in:

• Critical thinking
• Complex problem solving
• Judgement and decision making
• Systems analysis

Supervision Received

• The work is performed under the supervision of the Community Development Director.

Supervision Exercised

• None

Work Environment

• Primary duties are performed in a general office environment.
• Occasional field work is required to inspect and verify IT infrastructure.
• Occasional field work is required for security camera maintenance.

Essential Physical Abilities

• Sufficient clarity of speech and hearing or other communication capabilities, with or without reasonable accommodation, which permits the employee to discern verbal instructions and communicate effectively on the telephone and in person
• Sufficient vision or other powers of observation, with or without reasonable accommodation, which permits the employee to comprehend written work instructions and review, evaluate and prepare a variety of written/typed documents and text materials
• Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate standard office equipment and personal computer
• Sufficient personal mobility, flexibility, and physical reflexes, with or without reasonable accommodation, which permits the employee to lift to 20 pounds, to sit and work at a keyboard for an extended period, and work in an office environment