IT Support Specialist

Job Title

Technical position responsible for supporting the end users of the City's computer and network systems. Assists with the installation and support of servers, networks and other equipment and software. Interacts with vendors for the evaluation, installation and support of hardware and software.

Essential Duties and Responsibilities

The duties listed are intended to serve as an example of the typical functions performed. They are not exclusive or all-inclusive and will vary with assignments.

• Primary point of contact between the end users and the IT Department.
• Responsible for the ongoing management of service desk tickets submitted by end users, providing timely Level I support and troubleshooting to resolve technical issues.
• Responsible for the installation and support of workstation hardware and software at all City locations.
• Installs, configures, tests and supports desktop and mobile computer hardware and software, desktop IP phones and City-issued cell phones.
• Installs, configures, tests and supports network devices, cables and services (e.g. routers, switches, firewalls, etc.).
• Assists with generating and maintaining documentation of all systems, including the operations manual, knowledge base and user instructions.
• Assists with daily system monitoring, verifying the integrity and availability of hardware, server resources, systems and key processes, reviewing system and application logs, and verifying completion of scheduled jobs such as backups.
• Performs system maintenance and installs upgrades, including service packs, patches, and hotfixes as needed.
• Monitors system performance and reports any availability and/or reliability issues to the Systems Engineer.
• Escalates service desk tickets to the Systems Engineer as necessary.
• Helps to ensure the City's data is protected against malware, by verifying proper configuration of endpoint protection software.
• Participates in disaster recovery planning and testing.
• Assists in repair and recovery from hardware or software failures or accidental loss.
• Researches and recommends innovative solutions to the City's technology requirements.
• Assists with developing and delivering training for City personnel in the appropriate use of Information Technology resources.
• Communicates with vendors and other IT personnel for problem resolution.
• Serves as backup to the Systems Engineer.
• Performs other duties as assigned.

Knowledge, Skills & Abilities

Knowledge of:

• Current IT concepts, issues, practices, methodologies, and trends.
• Advanced Windows desktop operating systems, current versions.
• Intermediate to advanced Microsoft Office user.
• Microsoft Active Directory user account administration.
• Basic administration and use of Microsoft Office 365 and other cloud-based software solutions.
• Basic network configuration, installation and troubleshooting skills.
• Basic network security (Firewalls, Web and mail content filtering, endpoint protection, etc.).
• Basic VoIP telephony.
• Basic IP PoE security cameras.

Ability to:

• Identify issues, generate and evaluate alternate solutions and make sound recommendations.
• Troubleshoot hardware, software and network issues.
• Prioritize and execute tasks in a high-pressure environment.
• Communicate technical concepts to non-technical audiences.
• Establish and maintain effective working relationships with co-workers, public agencies, vendors and the general public.
• Communicate clearly and concisely, both orally and in writing.
• Maintain a professional and courteous demeanor.
• Maintain high standards for professional and ethical conduct.
• Maintain clear, concise, and accurate records.
• Participate in the evaluation and implementation of software systems, applications and related products.
• Maintain confidential and sensitive information, demonstrating a high degree of professional integrity.
• Assist in the installation of rack-mounted equipment, e.g. servers, switches, patch cables, etc.
• Conduct research into systems issues and products as required.
• Make public presentations and deliver training.
• Coordinate with third-party technical personnel to complete tasks.
• Travel and perform services at the City's multiple locations.
• May need to work evenings, weekends, holidays as necessary.
• Follow safety rules and regulations of the Department and the City.
• Support the Department's and the City's Mission, Values, and Goals.

Education & Experience

• Associate's degree from an accredited institution in Computer Technology or a closely related field.
• Minimum of two (2) years' experience in the following areas:
• IT Help desk.
• Installation, configuration and support of desktop computers or servers in a Windows environment.
• Installation, configuration and support of network switches and cabling.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft MCP or MCSA are preferred.
• Municipal government experience is preferred.
• Must possess and maintain State of Florida driver's license.