IT Specialist I

Description

City of Gardner Position Description

IT SPECIALIST I

Position Title: IT Specialist I

Department: Administration (IT)

Reports To: IT Manager

Salary Range: 3

FLSA Status: Non-Exempt (eligible for overtime pay)

Last Update: September 21, 2022

Job Summary:

Under the supervision of the IT Manger, this position provides technical support and assistance by responding to customer tickets, emails, and phone calls related to computer systems, hardware, and software. This assistance may take place by phone, in person, or remotely. This position provides assistance with a variety of technical issues including but not limited to network connections, phone configuration, and printer connections.

Job Scope:

The IT Specialist I is responsible for by responding to customer tickets, emails, and phone calls related to computer systems, hardware. Depending on the nature of the assignment, this employee may work as part of a group or work independently after being given assigned work orders.

Essential Duties and Responsibilities:

? Assists with the installation, configuration, and ongoing usability of phones, network locations, desktop computers, laptops, mobile devices, peripheral equipment and software within established standards and guidelines.

? Responds to user requests for service, investigates error messages, troubleshoots and repairs or arranges for third party support as necessary.

? Trains users in startup and basic use of software programs.

? Effective interpersonal, customer service, organizational, and team-building skills are required.

? Able to maintain confidentiality.

? Excellent verbal and written communication skills and proficiency in writing technical specification documents is required.

? Assists with installation, upgrading, management, and documentation of all hardware and software, applications and operating systems.

? Assists with the city's phone system, adds users, change locations, and trains employees in the daily operation of equipment and systems.

? Available On-Call as needed.

? Performs other related duties as deemed necessary or as required.

Basic Qualifications:

• High School Diploma or Equivalent.

• A basic knowledge of Windows operating systems, PCs and common peripheral devices.

Preferred Qualifications:

• Associates Degree in computer science or information systems.

• Minimum 1 year experience supporting a government information technology environment.

Current industry specific certifications, such as: A+, Network+, MCSA, CCNA

Skills, Knowledge and Abilities:

Knowledge of advanced principals of personal computer technology hardware and software. Knowledge of data communications equipment and software configurations. Knowledge of methods and procedures used to diagnose and isolate common points of failure in personal computer systems. Strong communication and training skills and ability to communicate technical information to non-technical users. Ability to plan, schedule, organize and prioritize multiple tasks. Ability to read and understand complex technical manuals and instructions for both computer hardware and software. Ability to exercise independent and logical reasoning and judgment and make sound decisions when performing work tasks or communicating with others. Ability to work independently and as part of a team. Ability to maintain confidentiality in the performance of duties. Ability to communicate clearly and concisely, orally and in writing, and to maintain effective working relationships with superiors, other employees, city elected and appointed officials, and the general public. Requires the possession of a valid driver's license and a good driving record.

Tools and Equipment Used:

Personal computer including word processing and spreadsheet applications; network computer system; integrated accounting, utility billing and payroll software; telephone; copier; and facsimile.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk and hear. The employee is frequently required to walk; bend, stoop, and use hands to operate, finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee must be capable of occasionally lifting and/or moving 20 to 50 pounds. Specific vision abilities required by this job include close vision and the ability to focus.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee normally works within an office environment. The employee will be required to travel in and around the city frequently. The noise level is usually moderately quiet.

Selection Guidelines:

Formal application rating of education and experience; and successful completion of oral interview; reference check; physical and drug screen; and background checks are required. Job related tests including assessments may be required.

The City of Gardner is an equal opportunity employer. Any applicant/employee with a disability as defined in the Americans with Disabilities Act may request an accommodation to perform the functions of this position. Requests should be directed to the immediate supervisor.

The duties listed above are intended only as illustrations of the various types of work performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.

The job description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the employer and requirements of the job change.