Technology Support Specialist I

Description

The City of Roanoke is seeking a Technology Support Specialist I to be responsible for providing basic level technical support to all City employees as part of the City’s Information Technology Help Desk and support team. The City’s Information Technology Help Desk serves as a single point of contact in to the department for all City employees on technical IT support. Ability to provide first class customer support as well as effectively assess and prioritize user needs is essential.

Possession of a valid appropriate driver's permit issued by the Commonwealth of Virginia. Must be willing to work outside normal work hours and respond to both routine and emergency situations on call.

The City of Roanoke is an Equal Employment Opportunity/AA/M/F/Disability Employer.

To elevate the performance of the organization, we are committed to respecting, celebrating, and embracing the collective mixture of differences and similarities between our employees as a rich tapestry. Our behaviors will demonstrate open communication, and we will seek opportunities to learn, recognizing and rewarding actions that promote acceptance while suspending judgment. By doing this, we will foster an inclusive, open work environment that delivers excellent service and creates a more vibrant and inviting community.

Examples of Duties

SUMMARY
The Technology Support Specialist I is responsible for providing basic level technical support to all City employees as part of the City’s Information Technology Help Desk and support team. The City’s Information Technology Help Desk serves as a single point of contact in to the department for all City employees on technical IT support. Ability to provide first class customer support as well as effectively assess and prioritize user needs is essential.

ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following. Other duties may be assigned.

Provides basic level end user IT support to users on requests and issues via phone, remote support tools and in person.
Provides assistance to higher-level support team staff.
Installs, repairs and services computer equipment.

Prioritizes and assesses user needs and provides support accordingly.
Provides first class customer service ensuring that all customers are treated efficiently and in an appropriate manner.

Accurately track and record all work history in ticket tracking system and communicate call status to customers via voice mail, e-mail, or in-person communication.

Performs maintenance, upgrades and deployment of software and computer hardware.

Possession of a valid appropriate driver's permit issued by the Commonwealth of Virginia.
Must be willing to work outside normal work hours and respond to both routine and emergency situations on call.

SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities

Typical Qualifications

QUALIFICATIONS
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. Must pass CJIS background check both prior to hiring and on an ongoing basis.

EDUCATION and/or EXPERIENCE
High school diploma or general education degree (GED) supplemented by technical courses or seminars in information systems technology, computer science or related fields; two or more years related experience and/or training in Desktop Support environment; or equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS
Must possess a valid appropriate driver's permit issued by the Commonwealth of Virginia. CompTIA A or equivalent technical certification preferred. Complies with the CJIS security standards and training within the first six months of assignment and maintain compliance requirements.

Supplemental Information

LANGUAGE SKILLS
Ability to respond effectively to inquiries or complaints orally and in writing. Ability to communicate technical concepts to technical and non-technical audiences. Ability to negotiate and resolve conflicts.

REASONING ABILITY
Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret and deal with an extensive variety of variables. Ability to think logically.

COMPUTER RELATED SKILLS
Must have excellent customer service skills and strong verbal / written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals. Must effectively manage time to make certain customer incidents are properly responded to in a timely manner. Must have experience in a first call resolution focused environment. Must have working knowledge of imaging, setup, repair and configuration of Microsoft and Apple hardware. Must have working knowledge of Microsoft Windows operating systems, Microsoft Office and the ability to troubleshoot related issues accordingly. Must have experience with Active Directory administration. Must have working knowledge in the configuration and troubleshooting of network printers, scanners and other peripherals. Must have the ability to prioritize tasks and effectively complete assignments within an estimated time frame.

PHYSICAL DEMANDS
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.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; sit; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally stoop, kneel crouch, or crawl. The employee must frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include ability to adjust focus.

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.

The noise level in the work environment is usually moderate.

This is a job description and not an individualized position description. A job description defines the general character and scope of duties and responsibilities of all positions in a job classification, but it is not intended to describe and does not necessarily list the essential job functions for a given position in a classification.

Overview of Benefits for Full-Time Employees:

Paid leave is time off from work available for use by an employee upon approval by supervisor. The first 24 consecutive leave hours for any illness must be charged to paid leave with additional time charged to extended illness leave. Paid leave for employees of the city shall accrue as follows:

Years of Service Hours Per Month Fire 24-hr shift Employees
0 - 4 12 19.75
5 - 9 14 22.75
10- 14 16 25.50
15 - 19 17 26.75
20 - 24 18 28.75
25 20 32

Extended Illness Leave: shall accrue at the rate of six (6) hours per month. Fire suppression employees shall accrue extended illness leave at nine (9) hours per month.
Funeral Leave: for family, up to three consecutive days.
Military Leave: Twenty-one work days per Federal fiscal year.
Holidays: The City provides 96 hours of annual paid holiday time.

Mental Health & Well-Being Leave: Employees receive 24 hours (Fire Suppression receives 34 hours) of Mental Health & Well-Being Leave upon hire. Certification of mental health diagnosis is not required and leave will not be paid out upon separation.

Shared Leave Bank (effective 1/1/2023): Voluntary membership for full-time Employees who will be out for an extended period of time and has exhausted all other forms of leave. Members are required to provide 8 hours of their Extended Illness per fiscal year and at least 8 hours per assessment. Assessments will be limimted to 4 times per fiscal year (max of 40 hours per fiscal year).

Health Insurance: Four coverage types are available: Employee only, Employee 1 Child, Employee Spouse and Family. Coverage is available through payroll deduction.

Additionally, the city offers the following three Aetna Health Plan Options:

PPO 300 – Provides 100% coverage for preventive care; lower deductible and out-of-pocket maximums than other medical plans; and has higher employee premiums. This is comparable to the current insurance program.
PPO/HRA 1000 – Provides 100% coverage for preventive care; has higher deductible and out-of-pocket maximum than the PPO 300 plan; has lower employee premiums than the PPO 300 plan; and the employer makes contributions to an account through a Health Reimbursement Arrangement (HRA). The City of Roanoke contributes $500 for employee only coverage and $1,000 for all other tiers. Contributions are pro-rated dependent upon enrollment date.
PPO/HSA 2700 – Provides 100% coverage for preventive care; has higher deductible and out-of-pocket maximum than other medical plans; has lower employee premiums; and both the employer and the employee make contributions to a Health Savings Account (HSA) to pay for medical expenses which apply to the deductible. The City of Roanoke contributes towards the Health Savings Account (HSA), $1,300 for employee only coverage and $2,600 for all other tiers. Contributions are pro-rated dependent upon enrollment date.

Optum RX (Pharmaceutical Benefits Manager) - Manages pharmacy benefits, processes employee pharmacy claims and answers employee pharmacy benefit questions.

Aetna Health Plan 2022 Monthly Rates
PPO 300
Employee Only: $70.94
Employee Child: $265.16
Employee Spouse: $621.98
Family: $680.04

PPO/HRA 1000
Employee Only: $45.94
Employee Child: $225.16
Employee Spouse: $571.98
Family: $580.04

PPO/HSA 2700
Employee Only: $21.72
Employee Child: $169.46
Employee Spouse $474.36
Family: $476.68

Dental Insurance: Four coverage types are available: Family, Employee and Spouse, Employee and Child, and Employee only. Coverage is available through payroll deduction.

Delta Dental 2022 Monthly Rates
Employee: $2.80
Employee/Child: $18.88
Employee/Spouse: $18.88
Family: $49.36

Life Insurance: Paid by the City at no cost to employees. Coverage is equal to the annual salary rounded to the next highest thousand and then doubled. For an accidental death, the coverage would be twice this amount.

Optional Life Insurance: Paid by the employee. Various amounts of coverage, including family members, available through payroll deduction.

Long Term Disability Insurance: Designed to provide a monthly benefit to assist employees with bills and maintaining a standard of living when disabled as a result of a covered sickness or injury. Coverage is available through payroll deduction. Annual cost is your annual salary multiplied by .00255. This amount is half of the total premium and the City pays the other half.

Retirement: Employees contribute 5% of salary and choose between participating in a traditional defined benefit plan or a hybrid program. Employees vest in the employer component of either plan upon completing five (5) years of service.

Defined Benefit Pension Plan: Normal retirement after 55th birthday, and when combination of age and creditable service equals 85; or, 65th birthday if completed at least five years of creditable service. For sworn officers in Police and Fire/EMS, normal retirement after 50th birthday, and when combination of age and service equals 75; or, 65th birthday or older with 5 years of creditable service. An annual retirement benefit equals 2.0% of salary (based on an average of the highest five years) times the number of creditable years with a maximum of 63%. Early retirement options are available and reductions may apply based on age and service.

Hybrid Program: Provides the characteristics of the traditional pension plan with that of a deferred compensation plan. The pension plan provides an annual benefit equaling 1% of salary (based on an average of the highest five years) times the number of creditable years with a maximum of 63%. The deferred compensation component provides for the employee contribution to be deposited in an account directed by the member. The combination of the two components is structured to provide approximately the same actuarial benefit as the Defined Benefit Pension Plan. International City Management Association - Retirement Corporation (ICMA-RC) provides the third party administration of this deferred compensation plan for participating employees.

Sheriff's Department Employees are covered b the Virginia Retirement System (VRS). Previous service covered by VRS may be portable to the Roanoke Retirement System.

Retirement Health Savings Plan: All employees contribute 1% of salary to a 401(h) health savings account. Employees vest in the City match of 1% upon completing five (5) years of service. International City Management Association - Retirement Corporation (ICMA-RC) provides the third party administration of this plan for participating employees.
Deferred Compensation: Employees may voluntarily contribute salary deferred dollars into a City Sponsored 457 Plan. International City Management Association - Retirement Corporation (ICMA-RC) provides the third party administration of this deferred compensation plan for participating employees.

Flexible Spending Account: Allows employees to set aside pre-tax dollars from their pay checks to pay for child care and/or medical and dental expenses not covered by the City's health care or dental plans. You may also set aside pre-tax dollars to cover certain transit or parking expenses. Keep in mind only transit or parking expenses may be rolled over from year to year.

Virginia College Savings Plan: Two plans to choose from at a reduced application fee, Virginia Prepaid Education Program and the Virginia Education Savings Trust.

Employee Health Services: The City employee health services provides medical care for employees, retirees, and eligible spouses.

Employee Assistance Program (EAP): Support services available to assist employees facing life challenges.

Pay Days: Direct deposit is required for all new employees. Paid bi-weekly, 26 pay periods per year.

Vision Insurance: Paid by the Employee. Includes annual routine eye exam, discounts on eyeglass frames, eyeglass lenses and contact lenses.
CEC 2022 Monthly Rates
Employee: $6.68
Employee/Spouse: $12.68
Employee/Child(ren): $13.36
Family: $19.71

Discounts & Voluntary Benefits: Employees may access discounts through various national and local retailers. Discounts include 10% off auto insurance and 5% off home or renters insurance with Liberty Mutual. Voluntary benefits offered through Corestream. Critical Illness, Accident Insurance and Cancer Policies will be available through Colonial Life and Long Term Care will be available through Transamerica. All voluntary benefits may be payroll deducted.