Computer Support Specialist II

City & Borough of Juneau • Juneau, AK

5d • Onsite

About The Position

The City & Borough of Juneau, Information Technology division is hiring a Computer Support Specialist II to join their team! This position is one of the primary helpdesk technicians for the City and Borough of Juneau. While working with different CBJ departments, you will assist CBJ employees with hardware and software issues. You will be a key individual responsible for hardware issues involving desktops, laptops, and attached peripheral devices such as UPS backup units, scanners, monitors, and others. You will make decisions regarding the repair or replacement of hardware. You will deploy new systems, assist CBJ employees in relocating hardware, and recover retired systems. You will assist users working with productivity software used in CBJ, to include Microsoft Office O365, Adobe Acrobat, and others. You will be the first line of response for software configuration or troubleshooting, escalating to higher levels of IT support as needed. You will coordinate with higher levels of IT support to ensure that maintenance and security patches, updates, and application deployments are successful and consistent. As a first-line worker, you will monitor support tickets trends to identify common issues and work with your peers to address such issues across the CBJ network.

Requirements

• Two (2) years of experience in information systems maintenance or support which includes front line help-desk experience.
• Experience in computer or telecommunications sales and customer service; computer hardware, software or network installation and setup; providing instruction in the use of computer hardware or software; or operating computers in an Information Systems or telecommunications environment that required familiarity with a variety of applications and functions.
• Valid Driver’s License at time of appointment and for continued employment.
• This position does require working at heights, on towers or elevated work platforms.
• Fingerprinting and a criminal background check.
• May require a credit check based on task assignments.
• Must submit to a pre-employment fingerprint based criminal history background check for APSIN access.
• Must obtain DPS security clearance.

Nice To Haves

• Bachelor’s degree from an accredited college in Computer Information Systems or related field will substitute for one (1) year of the required experience.
• Graduate study in computer science may be substituted for up to one (1) year of the required experience on the basis of two (2) semester hours (3 quarter hours) for each month of experience.
• Academic training in computer science or management information systems course work providing familiarity with a variety of personal computers, principles of telecommunications, and functions of IS systems, or one or more industry recognized desktop, operating system or infrastructure certifications such as A+, Net+, Microsoft Certified Desktop Support Technician, etc. may substitute for the experience.

Responsibilities

• Assist CBJ employees with hardware and software issues.
• Responsible for hardware issues involving desktops, laptops, and attached peripheral devices.
• Make decisions regarding the repair or replacement of hardware.
• Deploy new systems, assist CBJ employees in relocating hardware, and recover retired systems.
• Assist users working with productivity software used in CBJ, to include Microsoft Office O365, Adobe Acrobat, and others.
• Act as the first line of response for software configuration or troubleshooting, escalating to higher levels of IT support as needed.
• Coordinate with higher levels of IT support to ensure successful and consistent maintenance and security patches, updates, and application deployments.
• Monitor support tickets trends to identify common issues and work with peers to address such issues across the CBJ network.

Benefits

• The IT Department is a service and support department of the City and Borough of Juneau (CBJ).
• Dedicated to serving and maintaining the technological needs to all members of CBJ.
• Strive to provide all an excellent technical environment in which to function.
• Close, good-natured and dedicated group.
• Work well together and take pride in our ability to find solutions to all technical challenges.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed