Information Technology Support Specialist

Performs intermediate-level technical or specialized work in the Information Technology (IT) department. Provides technological support of the City’s IT infrastructure and provides technical assistance to City employees with computer and technology needs. Work is performed under general supervision with limited latitude. Position exercises some judgment in accordance with well-defined policies, procedures, and techniques. EXAMPLES OF ESSENTIAL FUNCTIONS The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the classification. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position. Provides hardware, software, network, and phone system service desk support Monitors operational performance; troubleshoots problems with networking components and systems; isolates the cause of system failures; responds to and resolves difficult inquiries and complaints Coordinates maintenance of City hardware and software with appropriate vendors; consults with law enforcement technical support vendors to resolve issues with Police department application Provides support for PBX/VOIP phone systems, basic to moderately complex network issues, and current and future Virtualization Platforms Creates and maintains user accounts for City software and network applications Deploys new computer technology; installs and configures software and hardware Maintains current and accurate inventory of technology hardware, software and resources; reallocates assets and resources as needed Prepares and maintains documentation related to systems, equipment and program installations Recommends new computer technologies to maintain system readiness and security Trains users in computer operations Ensures computer backup operations are scheduled in compliance with Florida Public Records law Performs related duties as assigned and/or required MINIMUM QUALIFICATIONS Associate’s degree in Computer Science or a related field; supplemented by three (3) or more years’ experience working with computers. Bachelor’s degree in Computer Science or related field preferred. Cisco Certified Network Associate (CCNA) certification preferred. Must obtain CCNA certification within first 12 months of employment in order to continue employment. Must have a valid Florida driver’s license. The City reserves the right to consider alternate combinations of education, certification, training, and/or experience. KNOWLEDGE, SKILLS, AND ABILITIES Knowledge of computer diagnostics and repairs Knowledge of networking principles and hardware and associated networking operating tools and systems, such as Microsoft Windows Server, Service Client applications, and Microsoft Client Operating Systems Skill in Microsoft Office products (Word, Outlook, and Excel) Skill in providing good customer service Skill in dealing tactfully and professionally with internal and external customers, including distraught, discourteous or irritated customers Skill in project management Ability to multi-task while working with tight deadlines and shifting priorities Ability to perform hardware, software, and network help desk support; troubleshoot computer and network issues efficiently and effectively Ability to quickly and independently learn new software and other emerging technology Ability to analyze and define problems, identify alternative solutions, estimate consequences of proposed actions, and implement recommendations in support of goals Ability to use critical thinking skills to arrive at solutions and suggest improvements to processes Ability to organize and prioritize work and maintain a high level of attention to detail Ability to clearly communicate and understand information in English, both orally and in writing Ability to establish and maintain effective and cooperative working relationships with those contacted in the course of work; ability to operate effectively as a member of a team Ability to regularly attend work and arrive punctually for designated work schedule Ability to participate in flex scheduling and 24/7 call-out rotation including days, nights, weekends, and holidays to support City operations, City events and City Commission meetings PHYSICAL REQUIREMENTS Depending on functional area of assignment, tasks involve the periodic performance of moderately physically demanding work, usually involving lifting, carrying, pushing and/or pulling of moderately heavy objects and materials (up to 50 pounds). Tasks that require moving objects of significant weight require the assistance of another person and/or use of proper techniques and moving equipment. Tasks may involve some climbing, stooping, kneeling, crouching, or crawling. Tasks may involve extended periods of time at a keyboard or work station and extended periods of time standing and/or walking. #J-18808-Ljbffr