POSITION SPECIFICS
Title: Technology Support Specialist
Department: Information Services
Status: Full Time
Office Location: Webbs Norman Center
Reports To: Manager, Information Services
Starting Range: 45,000 to 55,000
FLSA Status: exempt
Position Description: The Technology Support Specialist position supports the Systems Analyst with RecTrac functions and Lightspeed Golf support; assists the Desktop Administrator in the planning and installation of new and existing desktops, laptops, and other peripherals; diagnoses and resolves problems in response to customer reported software issues; assists the Network Technician with time clocks and network maintenance
ROCKFORD PARK DISTRICT VISION, MISSION AND LEADERSHIP BY VALUES
Agency Vision
To be the best urban parks and recreation system in North America, as measured by national standards and the citizens we serve.
Agency Mission
The Rockford Park District is in business to “help people enjoy life” by providing a quality park and recreation system.
Vision & Planning System
The District aligns itself and all its resources to achieve its purpose, vision, mission, and priorities. This successfully drives the strategic plan, operational plans, and performance goals.
Policy Management & Operations System
Every team member serves as an active contributor in the development of the team’s operational plan; develops job strategies and plans that support the team’s operational goals; identifies timetables for completion; plans daily work activities in an organized manner ensuring effective utilization of time and resources in the completion of job tasks.
Leadership by Values System
Leadership by Values can only be achieved if all team members believe in and live by these shared values: accountability, integrity, passion, agility, relationship-oriented, results-driven, service-oriented, respectful, and innovative. While all team members share these essential values, our culture is enriched by and welcomes the diverse supporting values of its team members.
Diversity, Equity, Inclusion and Belonging Statement
The Rockford Park District is committed and accountable to being a place where everyone is invited and belongs, as demonstrated by being an inviting, equitable, and inclusive environment, respectful of all people, embracing diversity, creating accessibility and valuing all team members, partners and community members for their unique experiences and backgrounds.
RELATIONSHIPS TO RESULTS CULTURE
Definition
Sustained by long-term, positive, exceptional relationships with stakeholders and team members as our hallmark of success.
ONE TEAM, ONE GOAL COMMITMENT
Definition
To work together to achieve the mission, vision, and shared values of the Rockford Park District.
Connectedness
Departments are truly interconnected to support the mission and vision of the Rockford Park District.
ESSENTIAL FUNCTIONS include the following. Other duties may be assigned
Leadership by Values
Support and ensure a culture of diversity, equity, inclusion and belonging exists in all areas of the Rockford Park District.
Establish and maintain a high level of citizen confidence.
Demonstrates the principles of One Team, One Goal in daily interactions with staff and guest.
Assist with establishing and maintaining exceptional relationships with internal team members and external stakeholders.
Operational Excellence
Works with the Systems Analyst to administer, configure, and troubleshoot back-end issues with Park District registration software. This includes but is not limited to profile assignments, system code management, user permissions, template management, WebTrac, administrative menus, fee and rule management, and reports
Administers and maintains golf-related software and associated hardware components
Supports point-of-sale (POS) systems including hardware, software, and support questions
Works with the Desktop Administrator to configure, install, and troubleshoot desktops, laptops, software issues, and other peripherals
Works with the Network Technician to install and maintain time clocks, switches, routers, and Wi-Fi hardware
Keeps abreast of new and emerging technologies
Provide off-hour support as needed.
Documents/Reports
Prepares and analyzes reports for supported systems throughout the Park District
Creates and maintains a variety of documentation related to hardware/software installations, procedures for user administration, and processes for opening season-dependent operations
Manages, organizes, and presents data in a clear, concise, and actionable format
Teamwork
Responsive to the needs of the department by accepting additional responsibility or assisting others. Willing to adjust work schedule to accommodate changing priorities.
Must build excellent relationships with every department in the Rockford Park District.
Compliance
Must be familiar with and enforce Information Services policies and procedures.
Maintains a working knowledge of RPD safety procedures. Attend safety training programs and educational in-service trainings as required.
Customer Satisfaction
Ensures technical solutions meet or exceed customer expectations
Provides quality customer service to all patrons, guests, and other District employees.
Ensures a superior customer experience in all interactions through outstanding service capabilities, knowledge, flexibility, and thoroughness.
Quickly and effectively solves customer problems that ensure total satisfaction by receiving and responding to internal/external customer’s questions and concerns.
EDUCATION/EXPERIENCE
Some college required, experience with RecTrac, and/or minimum of 2-3 years of information technology experience
CRITICAL KNOWLEDGE, SKILLS AND ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions:
Work effectively with other District employees, partners, vendors, donors, and volunteers
Ability to professionally network and publicly represent the district
Have a team orientation approach when working with others
Ability to travel as needed and maintain a valid driver’s license
Understanding of Park District registration software (RecTrac)
Advanced knowledge of Microsoft Office
Basic knowledge of accounting and business concepts
Strong understanding of point-of-sale hardware
Ability to use logical thinking to solve problems
Attention to detail, timely and accurate
Ability to communicate with users in simpler, lay terms
PHYSICAL REQUIREMENTS
The physical demands 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:
Medium work:
Exerting in excess of 50 pounds of force occasionally
Exerting in excess of 20 pounds of force frequently
Exerting in excess of 10 pounds of force constantly to move objects
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions: Works in an office environment