Performs technical support on the City's information technology equipment, by responding to helpdesk tickets and requests for assistance from users. Work is performed under regular supervision. This position reports to the Operations Manager. 

• Responds to helpdesk requests for computer hardware and printing problems
• Responds to helpdesk requests to install or configure software for computers and laptops
• Performs routine helpdesk functions such as password resets, software upgrades on City computers
• Disseminates documentation as needed to assist users
• Identifies and troubleshoots issues and provides resolution
• Monitors system activities and takes appropriate action to minimize employee down time
• Related duties as assigned

Knowledge of:

• Windows computer operating systems
• Office software, such as Microsoft Office 2010 or Office 365

Skilled in:

• Enterprise level server backup software
• Setting up technical classroom equipment such as projectors and/or wireless controllers
• Written communication - craft accurate and concise written materials, including emails, reports, and documentation.
• Verbal communication - simplify technical principles into language understandable by non-technical audiences.

Ability to:

• Organize data, think logically, assess and troubleshoot issues and make recommendations to resolve them
• Manage multiple tasks, prioritize requests, and meet scheduled deadlines in a self-directed fashion
• Work a flexible work schedule that includes weekdays, weekends and evenings as needed.
• Establish and maintain effective working relationships with City officials, supervisors, associates, applicants, and the general public 

• Associate degree from an accredited college or technical degree in Computer Science or closely related field OR
• One (1) year of work experience supporting Windows operating systems AND
• One (1) year of work experience providing end-user support on an enterprise level OR
• One (1) year of work experience inclusive of both supporting Windows operating systems and providing end-user support on an enterprise level
• State of Florida Class “E” driver’s license

PREFERRED QUALIFICATIONS:

• Bachelors degree from an accredited college or university in Computer Science or closely related field
• Three (3) or more years of direct work experience supporting Windows operating systems is preferred
• One or more current certification in:
  1. CompTIA A
  2. CompTIA Network
  3. CompTIA Security

Additional experience is accepted as a minimum requirement in lieu of the postsecondary degree on the following basis: additional four (4) years in lieu of the bachelor’s degree, and additional two (2) years in lieu of an associate degree.

POST OFFER PRE-EMPLOYMENT SCREENING REQUIREMENTS:

Final offer and employment are contingent upon successful completion of the following post-offer, pre-employment screening items:

• Criminal Background Check
• Employment Verification
• Educational Verification

The environmental conditions and physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Occasionally ascending or descending ladders, stairs, scaffolding, ramps, poles and the like
• Occasionally moving self in different positions to accomplish tasks in various environments including tight and confined spaces
• Occasionally remaining in a stationary position, often standing, or sitting for prolonged periods
• Continuously moving about the immediate work area to accomplish tasks
• Occasionally moving from one worksite to another
• Occasionally adjusting or moving objects up to fifty (50) pounds in all directions
• Continuously communicating with others to exchange information
• Continuously repeating motions that may include the wrists, hands and/or fingers
• Continuously operates a computer and other equipment using motions requiring manual dexterity or fine motor skills
• Occasionally operating machinery and/or power tools
• Occasionally operating motor vehicles or heavy equipment
• Continuously assessing the accuracy, neatness and thoroughness of the work assigned
• Continuously demonstrating the ability to observe details accurately and identify variances
• Occasionally lift/carry objects up to fifty (50) pounds or less
• Occasionally push/pull objects up to fifty (50) pounds or less
• Continuously working in a normal office environment with few physical discomforts
• Occasionally working in an area that is somewhat uncomfortable due to drats, noise, temperature variation or the like
• Occasionally working in an area that is very uncomfortable due to extreme temperature, noise levels, or other environmental conditions
• Occasionally working with equipment or performing procedures where carelessness would probably result in minor cuts, bruises or muscle pulls
• Continuously demonstrating regular in office attendance