IT Specialist I

IT Specialist IThe IT Specialist I serves as the initial point of contact for information technology requests in a help desk environment. The position identifies and resolves technical issues, assists staff and elected officials, and coordinates with other Information Services staff when additional support is needed.The position develops and maintains the City's VoIP telephone system and collaborates with staff to support the city wide auction and video-on-demand integration with the government access channel.The IT Specialist I also provides training and support for software, hardware, and specialized equipment as needed.The IT Specialist I works under the direct supervision of the Manager, Information Technology who is consulted on difficult work situations and policy questions. Coordinates work assignments with other IT staff as necessary. This position requires considerable independence and judgment while acting within established guidelines and procedures.Help Desk and Customer Support:Responds to requests for assistance with computer and telecommunications hardware and software.Analyzes problems, evaluates possible solutions, guides customers through resolution steps, and escalates complex issues to the appropriate Information Services staff.Logs and tracks support requests and prepares periodic or special reports on service activity and problem trends.Provides technical assistance to City employees in the use and operation of computer hardware, software, and peripheral equipment.Desktop, Application, and Communications Support:Installs, configures, maintains, troubleshoots, and repairs workstations, PC hardware, printers, and other desktop equipment, as assigned.Installs and configures desktop and enterprise applications and updates on client workstations, as assigned.Investigates and resolves routine hardware and communications problems.Supports the City's VoIP telephone and messaging systems; troubleshoots and resolves issues or coordinates with vendors, as assigned; and ensures customers have the telephone and wireless systems and features they need.Adheres to policies, procedures, and strategies governing the use, management, and support of desktop components.Provides emergency after-hours support for critical software and systems on a rotating basis, as needed.Training and Documentation:Prepares written documentation and operating instructions for customers.Develops curricula and training materials to help employee groups use City-provided software effectively.Provides training and assistance for software, hardware, and specialized applications.Assesses user training needs and expectations at all levels of the organization and may conduct train-the-trainer sessions.May perform desktop publishing for newsletters, brochures, user manuals, departmental procedures, and related special projects.Audio/Visual and Broadcast Support:Installs, sets up, and supports audio/visual equipment as requested and may assist with City Commission Meetings or staff presentations.May Broadcast City Commission and special meetings on the City's PEG channel.Professional Development:Maintains professional knowledge and skills through educational programs, current literature, and workshops.Non-Essential Duties:Perform other related functions as assigned.Minimum Qualifications Required:Education and Experience:Associate degree in Information Systems, Computer Science, or a related field; bachelor's degree preferred.At least one year of help desk experience supporting desktop computers, Voice over IP systems, and standard software applications.Experience delivering instructor-led classroom training on software products and a strong background in personal computer technology.Technical Knowledge and Skills:Working knowledge of Windows operating systems and desktop application software, including experience installing, configuring, and troubleshooting applications.Ability to perform basic troubleshooting of computer hardware and Microsoft Office products.Familiarity with networking, server technologies, operating systems, and audio/visual equipment.Strong analytical and problem-solving skills.Communication and Service:Excellent written and verbal communication skills, including the ability to explain technical information to nontechnical audiences.Strong customer-service orientation and sensitivity to users at all skill levelsStrong interpersonal skills and the ability to work effectively as part of a team.Attention to detail when documenting instructions and conversations.Work Requirements:Ability to work effectively amid frequent interruptions and multiple service requests and inquiries.Occasional travel between City facilities is required.Occasional overtime is required.Materials and Equipment Used:Computers, printers, and related hardwareMicrosoft Windows operating systemMicrosoft Office SuiteStandard cale-testing and cable-termination toolsStandard hand toolsTelephones and standard office equipmentPhysical Demands:Ability to lift up to 50 pounds and frequently lift or carry objects weighing up to 25 pounds.Frequent sitting, standing and walking.Ability to use hands for repetitive fine manipulation and operation of controls.Frequent bending, squatting and reaching.Occasional twisting and climbing.Ability to communicate clearly by speaking.Ability to distinguish sounds at various frequencies and volumes.Ability to distinguish people or objects at varying distances and under a variety of lighting conditions.Ability to work in environments with varying noise levels.This job description should not be interpreted as all inclusive. It is intended to identify the major responsibilities and requirements of the job. The incumbents may be asked to perform job-related responsibilities and tasks other than those stated in this job description. City of Marquette