Technology Support Specialist

The incumbent is responsible for providing first-class technical support for the City of Springdale through effective installation, configuration and maintenance of systems, hardware, software and related infrastructure. Effectively address customer needs and promptly achieve resolutions through customer service and troubleshooting strategies. Safety/Security Sensitive Designation This position is classified as safety/security sensitive under the Arkansas Medical Marijuana Amendment and is therefore subject to random drug and alcohol testing. Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive. Install, configure and maintain network and servers and related equipment. Provide second-level support for all client issues, including trouble ticket issuance and management, client troubleshooting, and problem documentation. Monitor systems functioning to identify performance problems within the network; develop, document, and implement system changes or configuration modifications to resolve problems and increase efficiency of the system. Maintain systems networking addressing required for effective connectivity utilizing current security structure, including IP addressing plus server, domain, and workstation identification; establish documentation for the related systems. Install, configure, and maintain third-party server applications and internally developed server applications. Implement and manage archiving, backup, and recovery of systems and software. Determine, recommend, install, and configure hardware and perform storage capacity planning for production and/or test servers for scalable storage growth. Consult with vendors and software publishers, review literature and technical documents, and search the Internet to obtain information for solving problems and investigating purchase options. Conduct training for all City users on the proper use of workstations, systems and related software. Monitor project progress and performance; coordinate internal resources and third parties/vendors for the flawless execution of projects. Keep supervisor and IT team informed about any related issues in a timely manner; cross-train with other IT positions as requested. Maintain confidentiality of sensitive information as well as compliance to applicable standards during communication and dissemination of information. Handle on-call emergencies as required or assigned; may be required to work some evenings and special events. Perform other duties as required or assigned. AV Duties (When assigned) Serve as primary for setting up, operating, troubleshooting, and maintaining audio and video equipment for a diverse range of events and productions. Ensure seamless integration of audio and video components to produce high-quality live events and recordings. Camera Surveillance (When assigned) Serve as primary for installing, configuring, and maintaining camera surveillance systems city-wide. Test and troubleshoot installed systems to ensure proper functionality and adherence to quality standards. Desktop Management (When assigned) Lead and manage deployment, configuration, and maintenance of desktop hardware, software, and peripheral devices. Develop and maintain standardized desktop images, ensuring consistency and reliability across all desktop systems. Act as secondary technician for AV and camera surveillance systems. Bachelor’s degree (B.A. or B.S.) from a four-year college or university; minimum of three years of experience and/or training in computer and/or network security systems, audio and video equipment, applications, procedures and techniques in a related field; minimum of one year management experience. Must be proficient in the use of desktop, hardware and software (Access points, printers, IP cameras, peripherals, etc.). Ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects. Must have ability to establish and maintain effective working relationships with management and staff. Skill in organizing resources and establishing priorities and the ability to learn and support new systems and applications. Must successfully pass criminal background check, including but not limited to convictions, guilty pleas, or no contest pleas to violent offenses, theft offenses, and offenses against children. Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications. #J-18808-Ljbffr