ABOUT THE POSITION
The Technical Support Specialist is responsible for providing technical support, and maintaining endpoint devices for all departments of the City, including Police, Fire, Parks, City Council, etc. This position is a mixture of phone support, hands on support, and projects, so no two days are the same. Examples of projects include but are not limited to, annual hardware refreshes, and setup of new city buildings. The position functions as a part of the Tech Desk team outlined below.
ABOUT THE TEAM
The Tech Desk is part of the Information Technology division within the Management Services Department. This team has a total of 7 members, 5 of those are Technical Support Specialists, a Desktop Administrator and is supervised by the Technical Support Engineer. We interact with all members of the organization to support and maintain the technology they use to serve the community. The team is comprised of differing backgrounds and skill sets, which strengthens our ability to perform at our highest level. There are many opportunities to grow within the Tech Desk Team, and IT department.

ABOUT YOU
The ideal candidate would be a self-starter that takes initiative to learn. Strong communication skills, a positive attitude and a team-oriented mindset are a must. The ability to troubleshoot and think outside the box, while also knowing when to ask for help from your teammates will contribute to success in this role. We are looking forward to meeting the right candidate to join our professional and fun group to work with.

GENERAL SUMMARY

Under specified supervision, performs a variety of computer systems administration, development and support tasks for the City of Thornton. This position needs to have flexibility to cover after-hours events within the City of Thornton and on-call duties as assigned.

Positions in this class are flexibly staffed and are normally filled by advancement from level I or, when filled from the outside, require previous and directly related experience.

Technical Support Specialist I:
Under general supervision, this is the entry-level class in the Technical Support Specialist series. Incumbents entering the class have limited desktop support experience. Generally, work is observed and reviewed both during performance and upon completion, and changes in procedures or exceptions to rules are explained in detail as they arise. At this level, work is simple to moderately complex in nature.

ESSENTIAL FUNCTIONS

(Essential functions, as defined under the Americans with Disabilities Act, may include the following tasks, knowledge, skills and other characteristics. The list of tasks is ILLUSTRATIVE ONLY, and is not a comprehensive listing of all functions and tasks performed by positions in this class.)

Answers customer calls, voicemail and emails, gathers appropriate data, analyzes problem situations and takes appropriate action to resolve problems or escalates with timeframes determined by Information Technology (IT) management.

Performs support functions including analyzing, constructing, documenting, testing, installing, relocating, troubleshooting, monitoring, maintaining and supporting PC hardware, laptops, mobile computers, operating systems, printers, peripherals, phones and desktop applications for City departments. Works directly with users to resolve their computer and phone related issues.

Creates, tests and documents operating, installation, troubleshooting and maintenance procedures for desktop computer, laptop and phone systems.

Maintains software and hardware inventory management system including physical inventory of assigned assets. Reads and documents City asset tags, serial numbers, make and model of devices.

Researches, tests, and evaluates computer equipment and application products for new/upgrades of hardware and software.

Creates, updates and closes Service Requests and other problem resolution tickets within timeframes determined by IT management.

Interfaces with users, vendors and management.

May serve as liaison between user departments, Budget and Purchasing in procuring computer equipment or services.

Follows processes for the creation, maintenance of voicemail and Network accounts.

Works at after-hours events and on an on-call rotation schedule.

Performs other duties as assigned.

QUALIFICATIONS

Education/Experience: Technical Support Specialist I:
Associate's degree in Computer Science or related field from an accredited college or university; two years' simple to moderately complex experience troubleshooting and maintaining desktop systems and peripherals. Equivalent combinations of education and experience may be considered.

Licensing/Certification Requirements:

May need the ability to travel to various locations in a timely manner as the job requires.

Technical Support Specialist I:

Certifications in CompTIA A and current Microsoft Operating Systems preferred.

Knowledge, Skills, and Abilities:

Technical Support Specialist I:

Knowledge of the policies, procedures and goals of the City of Thornton and the department.

Knowledge of the principles and practices of quality customer service.

Knowledge of the general operations of various City departments.

Knowledge of computer hardware and software, and diagnostic methods and techniques.

Skill in utilizing equipment used in desktop systems, laptops and peripherals.

Skill in assisting users with basic and complex computer issues on the telephone and in person.

Skill in setup, inventory, monitoring, administrating, identifying, diagnosing and fixing desktop computer systems.

Skill in keeping current on diverse equipment and software in use.

Skill in MS Operating Systems and Office Products.

Skill in time management, critical thinking, and problem-solving.

Ability to provide effective training for employees.

Ability to work with users diplomatically and skillfully.

Ability to interpret, understand, and comply with manuals, regulations, standards, and guidelines.

Ability to listen well and communicate effectively orally and in writing with various audiences.

Ability to establish and maintain effective working relationships with City employees, vendors and the general public.

Ability and willingness to learn how to support Endpoint Manager Software.

Ability and willingness to learn how to support Audio-Visual solutions.

Ability to provide step-by-step technical assistance, both written and verbal.

Ability to work under pressure and maintain a positive attitude.

Ability to prioritize tasks based on urgency and importance.

Ability to stay motivated for continuous improvement to include learning new skills, technologies, and processes.

Physical and Mental Requirements:

While performing the duties of this job, the employee is required to climb, balance, stoop, kneel, crouch, crawl, reach, stand, walk, push, pull, lift, finger, grasp, feel, talk, hear, and make repetitive motions. This position is mostly medium work; exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. The employee is required to have visual acuity to perform mechanical or skilled trades tasks of a non-repetitive nature. The employee is subject to both inside and outside environmental conditions, atmospheric conditions that affect the respiratory system of the skin, and is frequently in close quarters.