Technical Support Specialist

Position Overview

Responsible for all aspects of computer hardware, software and applications support working in a Network environment, as well as assisting with basic network administration. Provide primary support for ASPD Café software and hardware systems, ticket writers and in-car video camera system. Documentation of procedures.

Position Functions

• Resolve/fulfill all incidents and service request tickets that arrive via the Service Desk Ticket System or phone calls.
• Troubleshoot, replace, and configure computer hardware, software and peripherals.
• Install, un-install, and configure all commercial and vendor supplied City approved hardware/software peripherals.
• Utilize diagnostic programs and tools to define and correct problems, which effect accuracy & reliability of services for the city.
• Schedule and conduct routine maintenance on workstations, laptops, IP phone, tablets, and peripheral equipment while minimizing any system downtime.
• Provide primary support for ASPD Café and MiCAD software and hardware systems, ticket writers and in-car video camera system
• Assist in maintaining accurate inventory, software licensing, and repair records on all workstations, tablets and laptop computers.
• As required monitor the daily performance of department's computer network and system, recommend necessary adjustments to maintain peak performance.
• Acquire/demonstrate a sound working knowledge of the various software applications used by the department and provide users with assistance and/or training when requested.
• Assist in the diagramming and documentation of the City's Network hardware software and procedures.
• Support the VOIP Phone System and fulfill change requests, including those for emergency preparedness.
• In the event of an emergency, all employees are considered essential and may be required to perform duties outside of their normal job description.
• Complete required trainings as specified within the City Comprehensive Emergency Management Plan.
• Must be available for "on-call" after hours shift and emergencies. Perform additional duties as assigned.
• Drive to and from job sites to make computer repairs, install network cables and run departmental related errands.

Qualifications

MINIMUM QUALIFICATIONS:

• Associate's Degree in a technical or related field.
• One (1) year professional experience with microcomputer hardware and software applications; building, troubleshooting, diagnosing system problems; performing routine maintenance; and providing user support/training.
• One (1) year professional experience with Microsoft Office 2019 or later in a Network environment.
• One (1) year professional experience in Windows 10 or later.
• One (1) year professional experience in a Help Desk/Service Desk ticketing System.
• Valid driver license. Must obtain State of Florida driver license within thirty (30) days of employment.

PREFERABLE QUALIFICATIONS:

• Information Technology Infrastructure Library (ITIL) Foundation Certification. Must be obtained within six (6) months of hire.
• CJIS/FDLE Certification. Must be obtained within three (3) months of employment.
• CompTIA A+ Certification. Must be obtained within twelve (12) months of hire.
• Willingness to adopt AI and emerging technologies.

Supplemental Information

Applicants will be required to complete a Disclosure & Authorization Regarding Background Investigation, a Confidentiality Agreement and the CJIS (Criminal Justice Information Services) Security Clearance process to include national fingerprint-based records check and approval for controlled access to protected information.

Driving history for the past three (3) years must reflect no violations of a driving related felony offense, or driving under the influence (DUI) which includes both drugs and alcohol, reckless driving, or hit and run involving an occupied vehicle or attended property, or an accumulation of traffic violations, plus three (3) points for each attendance at driving school (regardless of whether points were assessed against the license) where the penalty points do not exceed twelve (12).

All New hires will be required to complete a Technical Training/Certification Reimbursement Agreement.

Your Service Earns Our Support . We proudly offer additional benefits to our veterans at no cost to help you access and navigate VA benefits and more. Join a team that values you and your service!

The City of Altamonte Springs offers a comprehensive benefits package, including health employee coverage and basic life insurance at no cost to the employee. Employees may enroll in optional additional life package options, flex spending account, long term and short term disability coverage, dental and vision coverage, and a deferred compensation plan. There are pension plan options, depending on the position held. Employees also have access to an extensive wellness program, employee assistance program, and tuition reimbursement/education incentive program. The City of Altamonte Springs is proud to partner with Vetavize, an AI-powered platform that helps veterans navigate the VA claims process faster, easier, and with expert support—because serving those who've served is more than a promise, it's our priority. This benefit is available at no cost to eligible employees.