Desktop Support Specialist

Interested in being part of an All‑America City? The City of Fayetteville was awarded the All‑America City distinction for the 4th time in 2023. We are the sixth largest City in North Carolina and leverage collaboration and inclusiveness to make decisions and solve problems. Beyond this distinction, to see what Fayetteville has to offer visit DistiNCtly Fayetteville (distinctlyfayettevillenc.com) The City of Fayetteville is currently recruiting for a Desktop Support Specialist to provide first and second tier response for all computer software and hardware support to all City users; to assist with the installation, operation, maintenance and repair of the City's personal computer resources; to assist computer users at the Information Technology Department service desk; to install personal computers, printers, mobile devices and other peripheral devices associated software and hardware necessary for operations throughout the organization ESSENTIAL DUTIES & RESPONSIBILITIES: Provide first and second tier response on all incidents reported to IT Department, including troubleshooting and interacting with 3rd party vendors as needed to provide resolution; coordinate service calls with vendors and/or original equipment manufacturers (OEMs) for replacement parts Image and install personal computer equipment, mobile devices and load appropriate hardware and software for users throughout the City's departments and divisions; assist computer and mobile device users with problems; check, maintain and perform repairs of personal computer equipment, mobile devices and software. Install, maintain, modify, configure, and repair new applications, PC peripheral devices, and VOIP telephone system. Ensure that all computer system backups are performed for the GIS, network and administrative computer systems; troubleshoot and identify problems with backups; operate and maintain all equipment associated with backups, including computer console, on-line and off-line peripheral equipment; create and maintain files to catalog all magnetic media. Coordinate, maintain and monitor daily operations of midrange administrative computer system and network. Act as a resource for computer and mobile device users throughout the organization; assist in training personnel on software applications; identify and assist personnel with equipment and software problems; identify equipment and software deficiencies and offer recommendations for improving computer resources. Test and evaluate personal computer software; make recommendations to supervisory and management staff about upgrades and applications of equipment and software; make minor modifications to software. Run internal/external diagnostic programs to determine status of memory, mainboard, hard drives, and other peripherals; wipe hard drives using magnetic degausser device as needed. Set up user accounts and create/update computer images for all assigned computers throughout the City. Assist in a variety of special projects; assist other department personnel with modifications and other work on systems MINIMUM QUALIFICATIONS: Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be: Experience: One year of increasingly responsible experience in information technology operations and support Training: Equivalent to completion of the twelfth grade supplemented by coursework in MIS, Computer Science, Information Systems, Computer Engineering, or other related field. LICENSING & CERTIFICATIONS: Required: Possession of an appropriate valid driver’s license and ability to maintain insurability. Preferred: A+, One or more Microsoft (or other industry standard) certifications related to job duties. BENEFITS INCLUDED: Paid Vacation, Sick Leave and Holidays Retirement To apply or for more information, please visit the City's career page at: The City is an Equal Opportunity Employer and values diversity at all levels of its workforce. #J-18808-Ljbffr