JOB SUMMARY

This position performs specialized duties in support of the city’s information systems.

MAJOR DUTIES

• Provides user support via telephone or site visit; contacts sites to provide services; identifies and resolves problems to restore services to users; designs or modifies configurations to meet user needs; ensures that computer equipment and operations are in compliance with city policies and procedures.
• Troubleshoots end user problems; responds to initial on-site requests for assistance and resolves problems; escalates problems to vendors or other personnel as appropriate; utilizes diagnostic tools and other resources as appropriate.
• Develops and conducts training programs for software and hardware users; prepares training manuals and lesson plans; delivers training and instruction; schedules training times in coordination with users.
• Installs and maintains personal computer hardware, software, cell phones, and desk phones; schedules installation at customer sites; converts old system data to new system; tests installed products per agency standards.
• Supports network system access; sets up user accounts for new employees and closes accounts as needed; increases account capacity as needed; establishes port connections for new equipment as needed; sets up print queues and resolves network problems.
• Conducts site survey and workflow analysis to better utilize department resources; works with users to plan appropriate locations for computer/network equipment; determines facility modifications necessary to appropriately locate equipment.
• Designs, administers, and supports a variety of computer programs and networks; researches computer systems, software, and technology security issues; develops solutions for security breaches.
• Completes various seminars and training courses and reads appropriate literature to remain informed of updates and advances in the field.
• Performs all other duties as assigned.

KNOWLEDGE REQUIRED BY THE POSITION

• Knowledge of computer hardware and software configuration, troubleshooting, and support principles.
• Knowledge of cell phone operating systems.
• Knowledge of network topology, architecture, and protocols.
• Knowledge of computer coding principles.
• Skill in proving training, troubleshooting, and other support to end users.
• Skill in the design, administration, and support of a variety of computer programs and networks,
• Skill in the provision of customer service.
• Skill in oral and written communication.

SUPERVISORY CONTROLS

The Director of Information Technology assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES

Guidelines include the IT Policy Manual, Government Management Information Sciences recommendations, Multi-State Information Sharing and Analysis enter guidelines, Center for Internet Security guidelines, CJIS policies, and city and department policies and procedures. These guidelines require judgment, selection, and interpretation in application.

COMPLEXITY/SCOPE OF WORK

• The work consists of varied specialized duties. The unique needs of each end user contributes to the complexity of the position.
• The purpose of this position is to perform specialized duties in support of city information systems and end users. Success in this position contributes to the efficiency and effectiveness of multiple city operations.

CONTACTS

• Contacts are typically with co-workers, other city personnel, vendors, and members of the general public.
• Contacts are typically to provide services, to give or exchange information, or to resolve problems.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

• The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, walking, bending, crouching, or stooping. The employee frequently lifts light and occasionally heavy objects, climbs ladders, and distinguishes between shades of color.
• The work is typically performed in an office and at other city sites, sometimes outdoors.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

MINIMUM QUALIFICATIONS

• Baccalaureate degree in a course of study related to the occupational field or more than three years of related experience or any equivalent combination of experience and training, which provides the knowledge, skills, and abilities to perform the job duties.
• Successfully pass extensive background, credit history, and driver’s history checks.
• Must successfully pass post-offer drug screening.

* * * * The City of Smyrna is an Equal Opportunity Employer * * * *

Requistion 153503-2