Technical Support Specialist

Technical Support Specialist

The Technical Support Specialist performs responsible technical work as the first point of contact to troubleshoot and facilitate timely and suitable resolution to Information Technology issues. Work is performed under general supervision of and reports to the IT Operations Manager. This position may be eligible for a hybrid (partial telework) schedule following successful completion of a 6-month probationary period; however, this is not a fully remote position and regular in-person attendance for meetings, trainings, and operational needs is required. The preferred hiring range for this position is between $25.81 - $31.08 an hour ($53,684.80 - $64,646.40 annually), with starting pay based on applicable education, experience, and internal equity. This full-time, non-exempt position offers a comprehensive benefits package, health insurance with employer contribution, employer-paid life insurance, gym membership reimbursement, tuition assistance, and professional development opportunities. This position is also eligible for the following leave and retirement benefits:

• Vacation Leave: 3.09 hours accrued bi-weekly (increases with YOS).
• Sick Leave: 4.62 hours accrued bi-weekly, approx. 120 hours per year with no limit on accumulation.
• 13 Paid Observed City Holidays
• 1 Floating Holiday which must be taken during the fiscal year (July 1 - June 30)
• Choice of retirement plan:
• Defined Benefit Pension Plan: Provides a monthly benefit upon retirement, calculated using a defined formula based on earnings history, years of service, and age. The plan includes a 5-year vesting period and requires an employee contribution of 5% of salary.
• Defined Contribution 401a Plan: Employer makes fixed contributions to an individual account, which are invested, and returns are credited to the account. The account balance is used to provide retirement benefits. Vesting occurs at 33% after one year, 67% after two years, and 100% after three years of service. No salary contribution is required.
• Voluntary 457 Deferred Compensation Plan
• Eligibility to purchase prior service credit under the Defined Benefit Plan

The City of Charlottesville manages its own retirement system and does not participate in VRS; however, a Portability Agreement is available for eligible employees. For additional details, please refer to the "Benefits" tab within this posting or visit the City's Employee Benefits webpage.

Essential Responsibilities and Duties

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations will be considered to enable individuals with disabilities to perform the essential functions. The essential functions of the job are not limited to those listed in the job description. The City retains the discretion to add to or change the duties of the position at any time.

• Provides technical assistance to personal computer users who make requests via telephone or email to the IT helpdesk.
• Researches and/or troubleshoots issues and resolves first and second tier IT service issues. Routes complex service requests to the Systems, Network, or Application Teams.
• Reviews, resolves, and documents assigned Helpdesk tickets in a timely manner.
• Installs and configures personal computers, software and peripheral equipment utilizing enterprise deployment/management tools such as SCCM.
• Performs maintenance and repairs on personal computers and serves as the point of contact for devices repaired by outside vendors.
• Provides information, explanations and instruction to resolve issues and to orient users with new hardware, software and security policies.
• Maintains accurate records for all services calls using Helpdesk system.
• Participates in the accomplishment of organizational, departmental, and workgroup goals and objectives.
• Performs new hire IT Security orientation for new employees.
• Remains knowledgeable about emerging desktop and mobile technologies.
• Ensures departmental policies and procedures are used/followed.
• Subject to being on standby call nights, weekends and/or holidays to respond to emergencies. Must have ability to be contacted and respond based on Departmental guidelines.
• Responsible for appropriate use and maintenance of City equipment, tools, and other resources, including work time.
• Regular and reliable attendance.

Other Duties

• Performs additional duties to support operational requirements as apparent or assigned.

Education, Experience and Skills

Education and Experience: Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education.

• Associate's degree in a computer technology related subject area AND at least 1 year experience working in a computer help desk or similar environment.
• OR
• High School diploma or GED AND at least 3 years of experience working in a computer help desk or similar environment.
• OR
• 5 or more years of experience working in a computer help desk or similar environment.
• OR
• An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above.

Preferred:

• Experience in IT support areas including: mass desktop deployment/management utilizing enterprise tools such as SCCM, computer virus/malware prevention and remediation, mobile device (iOS and Android), foundational knowledge in computer networking and telecom technologies.

Certifications/Licenses/Other Requirements:

• Must obtain and maintain a valid Virginia driver's license and acceptable driving record according to city criteria.
• Required to successfully pass a pre-employment background check and pre-employment drug screen.

Knowledge, Skills, Abilities and Other Characteristics

Job Knowledge

• In-depth knowledge of personal computers and demonstrable expertise in the most current versions of Microsoft Windows and Microsoft Office.
• Knowledge of IT terminology, processes, and best practices.

Reading

• Intermediate: ability to read and understand written materials such as newspapers, magazines, technical journals, multi-step instruction manuals, and reference materials.

Writing

• Basic: ability to write simple letters, paragraphs and sentences containing subject, verb, and object, and/or series of numbers, names, and addresses.

Math

• Intermediate: ability to deal with number systems; simple formulas, practical application of fractions, percentages, ratios/proportions and measurement.

Communication Skills

• Basic: Establishes and maintains effective working relationships with co-workers, City staff, consultants and vendors. Provides standard information to others outside direct reporting relationships on procedures or general policies. Contact may require the consideration of different points of view to reach understanding and gain cooperation and acceptance of ideas.

Independence and Decision-Making

• Requires General Direction: normally performs the job by following general instructions or established standard operating procedures and/or policies. There is some discretion when making decisions among a few easily identifiable choices of the appropriate procedure or policy to apply to duties. Performance is reviewed frequently.

Technical Skills

• Skilled: comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the assigned and apparent job responsibilities. Basic skill and ability to accurately interpret requirements, analyze data, reason logically, exercise sound judgment, and develop effective solutions to problems are required. Proficiency in the use of Microsoft Office applications and department software.

Fiscal Responsibilities

• No budgetary/fiscal responsibilities.

Supervisory Responsibilities

• No responsibility for direction or supervision of others.

Other Characteristics

• Organization and time management skills, sometimes under strict time constraints.
• Working closely with others as part of a team.
• Perform multiple tasks simultaneously.
• Ability to work in a fast-paced environment that requires regular skills enhancement.
• Ability to learn quickly and effectively utilize knowledge gained.