IT Support Specialist

General Description

Essential Functions

The following duties are essential for this position. However, they are not to be construed as exclusive or all–inclusive. To be successful in this position, an individual must be able to perform each duty satisfactorily. Other duties may also be required or assigned.

• Analyze and troubleshoot problems of computer users with applications, procedures, software, and hardware.
• Perform desktop/end user IT support and answers inquiries and requests as needed.

• Assist the Information Technology Director with projects and tasks.
• Lead and execute the PC replenishment program, the goal of which is to replace all PC’s every 5 years to ensure effective IT operations throughout the City; includes working with City departments to define IT needs, IT equipment procurement and deployment, and IT equipment lifecycle management.
• Design, implement, maintain, and troubleshoot the networking and server infrastructure under direct supervision of the IT Director.
• Triage technology issues and requests appropriately.
• Train staff in the appropriate use of technology.
• Perform other duties as assigned.

Knowledge, Skills and Abilities

Knowledge of:

• Principles, concepts, capabilities, and operations of computer hardware, data storage devices and peripherals.
• Current technological trends for midrange, client/server, and personal computer information systems.
• The various operating systems utilized by the City.
• Network, application and data security systems.
• Hardware and software troubleshooting techniques.
• Software installation and support concepts.
• Standard office practices and procedures including business English, business document format, spelling, grammar, punctuation, vocabulary, filing and math.
• Computer software including word processing, spreadsheet, database applications, accounting and specialized software consistent for this position.
• City and Department functions to effectively screen inquiries and process related documents.

• Troubleshooting and resolving computer hardware, software and peripheral problems.
• Installing and configuring computer and printing equipment.
• Assisting customers with computer-related problems.

• Operation of office equipment to effectively perform the duties and responsibilities of the position.
• Self-starting and being motivated with the ability to work independently.
• Being trustworthy and honest; taking accountability when appropriate.
• Applying problem solving, logic and reasoning to determine solutions, conclusions or approaches to problems.

• Handle multiple tasks at once and take on a diverse range of tasks.
• Be highly dependable with a history of consistent attendance and punctuality.
• Comprehend policies and procedures, written instructions, and general correspondence.
• Share appropriate information and support other team members.
• Demonstrate a consistent level of accuracy and thoroughness.
• Organize, schedule, prioritize and perform duties with limited supervision.
• Prioritize duties to accomplish a high volume of quality work product, meet deadlines, and improve overall department/office efficiency.
• Observe, follow instructions, and complete assignments accurately and within deadlines.
• Communicate effectively both orally and in writing with business representatives, elected officials, department heads, the public, and other City employees with courtesy and tact.
• Develop and maintain effective working relationships with staff and the public.
• Maintain confidentiality and discretion regarding information read or heard.
• Handle interruptions; combine routine workload with special assignments.
• Utilize a computer and required software.
• Work the required hours of the position.

Minimum Requirements & Physical Requirements

Minimum Education: Associate's degree from an accredited college or university in Information Technology or related field.

Minimum Experience: Two or more years of related work experience.

A combination of education and experience may be considered.

Minimum Certifications: CompTIA A , Network , Security certifications or equivalent experience is desired.

Other Requirements: Valid unencumbered Wisconsin driver's license and safe driving record.

PHYSICAL AND WORK ENVIRONMENT:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties and responsibilities of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work is performed in a typical indoor office setting sitting at a desk in front of a computer.
• This work requires the occasional exertion of up to 25 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
• Specific vision abilities required by this job include close, distance and peripheral vision; depth perception; and the ability to adjust focus.
• Acceptable verbal and conversation skills to effectively communicate with others in English.
• Ability to read and write English and interpret documents.

• Acceptable verbal and conversation skills to effectively communicate with others via the phone, at meetings and to greet and assist visitors.
• Frequent use of phone handset and repetitive use of hand & fingers to operate office equipment, use computer keyboard & computer mouse and to perform other office tasks.