Application Support Specialist

INFORMATION TECHNOLOGY: Application Support Specialist GENERAL DESCRIPTION OF POSITION Under the general direction of the IT Director, maintain, upgrade, coordinate and troubleshoot the servers, desktops, laptops, MDTs and associated peripherals that are joined to the Public Safety systems. ESSENTIAL DUTIES AND RESPONSIBILITIES Maintain and troubleshoot hardware and software on all servers for the Public Safety departments in coordination with vendors and department representatives. This duty is performed daily, about 90% of the time. Maintain, upgrade, coordinate and troubleshoot all desktop and laptop computers, MDTs and peripherals (Printers, Scanners, Modems, etc.) joined to the Public Safety systems. This duty is performed daily, about 90% of the time. Install Computer Aided Dispatch (CAD) client software and CAD updates on laptops, MDTs and desktop computers. This duty is performed as needed, about 30% of the time. Setup, maintain and troubleshoot broadband and the City’s WiFi and WAN connectivity to MDTs. This duty is performed as needed, about 20% of the time. Works with third party software vendors to install, troubleshoot and maintain hardware and software on Public safety systems. This duty is performed as needed, about 20% of the time. Responds to after-hours and weekend public safety technology emergencies and needs, on a rotating schedule with other team members. This duty is performed monthly, about 10% of the time. Maintain and help develop computer standards and computer images. This duty is performed weekly, about 25% of the time. Request quotations for various computers, component replacement, and upgrades. This duty is performed as needed, about 20% of the time. Help maintain licensing with applications and inventory. This duty is performed as needed, about 10% of the time. Assists in technology projects from research to implementation. This duty is performed as needed, about 10% of the time. Answer and respond to help desk calls and log those issues. This duty is performed daily, about 90% of the time. Travel offsite to various City of Rogers Departments to provide support and assistance. This duty is performed daily, about 75% of the time. Work closely with technical and non-technical City of Rogers employees and be able to communicate effectively to both. This duty is performed daily, about 100% of the time. Perform any other related duties as required or assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. EDUCATION AND EXPERIENCE Broad knowledge of such fields as accounting, marketing, business administration, finance, etc. Equivalent to a four‑year college degree, plus four years related experience and/or training, or equivalent combination of education and experience. COMMUNICATION SKILLS Ability to read and understand documents such as policy manuals, safety rules, operating and maintenance instructions, and procedure manuals; ability to write routine reports and correspondence; ability to effectively communicate information and respond to questions in person‑to‑person and small group situations with customers, clients, general public and other employees of the organization. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations. CRITICAL THINKING SKILLS Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats. REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS Possession of a valid Arkansas driver's license is required. PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS MCTS (Microsoft Certified Technology Specialist) Certification is preferred. SOFTWARE SKILLS REQUIRED Advanced: Database, Other Intermediate: Contact Management Basic: Alphanumeric Data Entry, Spreadsheet, Word Processing/Typing INITIATIVE AND INGENUITY Initiative and ingenuity are critical to the role. SUPERVISION RECEIVED Under direction where a definite objective is set up and the employee plans and arranges own work, referring only unusual cases to supervisor. PLANNING Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work, in addition, the work operations of a group of employees, all performing basically the same type of work. DECISION MAKING Performs work operations which permit frequent opportunity for decision‑making of minor importance and also frequent opportunity for decision‑making of major importance; the latter of which would affect the work operations of other employees and/or clientele to a moderate degree. MENTAL DEMAND Close mental demand. Operations requiring close and continuous attention for control of operations. Operations requiring intermittent direct thinking to determine or select the most applicable way of handling situations regarding the organization’s administration and operations; also to determine or select material and equipment where highly variable sequences are involved. ANALYTICAL ABILITY / PROBLEM SOLVING Directed. Supervisory and/or professional skills using structured practices or policies and directed as to execution and review. Interpolation of learned things in moderately varied situations where reasoning and decision‑making are essential. RESPONSIBILITY FOR WORK OF OTHERS Responsibility for work of others: Not indicated. RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT Occasionally responsible for organization’s property where carelessness, error, or misappropriation would result in moderate damage or moderate monetary loss to the organization. The total value for the above would range from $150,000 to $1,000,000. ACCURACY Probable errors would not likely be detected until they reached another department, office or patron, and would then require considerable time and effort to correct the situation. Frequently, possibility of error that would affect the organization’s prestige and relationship with the public to a limited extent, but where succeeding operations or supervision would normally preclude the possibility of a serious situation arising as a result of the error or decision. ACCOUNTABILITY Accountability is expected at all levels. FREEDOM TO ACT Directed. Freedom to complete duties as defined by wide-ranging policies and precedents with mid to upper-level managerial oversight. ANNUAL MONETARY IMPACT The amount of annual dollars generated based on the job’s essential duties / responsibilities. Examples would include direct dollar generation, departmental budget, proper handling of organization funds, expense control, savings from new techniques or reduction in manpower. None. Job does not create any dollar monetary impact for the organization. IMPACT ON END RESULTS Moderate impact. Job has a definite impact on the organization’s end results. Participates with others in taking action for a department and/or total organization. PUBLIC CONTACT Occasional routine contacts with persons outside the organization. This would include contacts with suppliers, mail service, etc. EMPLOYEE CONTACT Contacts with other departments or offices and also frequently with individuals in middle level positions; consulting on problems which necessitate judgment and tact in presentation to obtain cooperation or approval of action to be taken. Also, important contacts with associates as required in advanced supervisory jobs. USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS Computer software programming, level ii technician support, project management; system analyst and comprehensive computer software support/help and/or web site development and connectivity. WORKING CONDITIONS Somewhat disagreeable working conditions. Continuously exposed to one or two elements such as noise, intermittent standing, walking, pushing, carrying, or lifting. May involve some travel and/or work is at times, in the evening or during the night hours. ENVIRONMENTAL CONDITIONS The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. PHYSICAL ACTIVITIES The following physical activities 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 and expectations. Moderate diversity, moderately physical. Work activities which allow for a moderate amount of diversity in the performance of tasks which requires somewhat diversified physical demands of the employee. While performing the functions of this job, the employee is regularly required to sit, use hands to finger, handle, or feel, reach with hands and arms, talk or hear; frequently required to stand, walk, climb or balance, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move more than 100 pounds; frequently lift and/or move up to 50 pounds; regularly lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; color vision; and ability to adjust focus. ADDITIONAL INFORMATION QUALIFICATIONS Public sector experience, especially in Public Safety or Military settings, is desirable. Must have legal authorization to work in the United States of America. Must be able to maintain current knowledge of technology and technological techniques. Must not have been convicted of, plead guilty to, entered a plea of nolo contendere to, or received judicial diversion for any felony charges or to any violation of any federal or state laws or city ordinances relating to force, violence, theft, dishonesty, gambling or controlled substances. Must not have been convicted of, pleaded guilty to, entered a plea of nolo contendere to, or received judicial diversion for any misdemeanor charges involving DUI/DWI or alcohol, or use, possession, manufacture, or sale of controlled substances or drug paraphernalia. All candidates are subject to a background check. Have a good reputation for and the ability to maintain confidentiality, integrity, and honesty. The ability to report for work on time and perform job responsibilities in a timely manner in order to meet scheduled deadlines and perform the duties of the job for a complete workday. Ability to follow city policies, ordinances and regulations. Maintain strict confidentiality of sensitive information that is non-public and comply with privacy laws such as HIPPA regulations, ACIC, and NCIS regulations. Must be able to perform job duties with minimal supervision. Ability to prioritize and schedule work duties. Ability to learn and upgrade job skills in order to meet changing demands of IT. Ability to work well under pressure, multitask, work with frequent interruptions, and perform duties and tasks at expected levels of professionalism. Good understanding of computer internal construction and operation. Excellent written and oral communication skills including interpersonal skills. Ability to present ideas in a business-friendly and user-friendly language. Flexible work habits. Must be able to change priorities at a moment's notice. Willing to work extended hours if necessary. Self-starter and self-motivated. SKILLED IN Computer software and hardware diagnostics. Some batch, VBS, Powershell and/or programming knowledge. File system formats and permissions with NTFS, FAT and EXT2. Perform basic network troubleshooting and be familiar with ping, DHCP, DNS, TCP/IP, LA. Microsoft Office 2010. Comfortable with file editing, file formats, and registry manipulation. Experience with New World Aegis applications, Firehouse, NetMotion, and/or other enterprise Public Safety systems preferred. SPECIAL REQUREIMENTS This position is subject to twenty-four (24) hour call for mission critical component maintenance. Nearby residency is preferred due to the mission critical response time necessary for Public Safety support. In rotation with other team members, the employee must be available to work varying schedules including weekends, city holidays, religious holidays, and late evening hours in order to respond to after hour emergencies and alter work schedule for system work to minimize impact on users and the general public. The employee must be able to respond to emergency calls at odd and/or inconvenient times. The employee occasionally uses hand trucks or dollies when moving large, bulky items. This position is regularly engaged in loading and unloading large, bulky boxes containing Personal Computers (PCs), Monitors, Printers, and other PC-related equipment. This position is regularly required to position and move PCs and their related components into tight spaces. Also, this position is engaged in the movement of office furniture (desks, filing cabinets, bookcases, etc.) during the PC installation process at various locations throughout the City. Job duties also entail loading/unloading City vehicles, driving City vehicles, climbing stairs, and working with wiring overhead. #J-18808-Ljbffr