P/T Computer Support Technicia

City of Key West•Key West, FL

1d•$29 - $37

About The Position

The position serves as the first point of contact for staff seeking technical assistance from IT Department answering routine computer questions. Provides administrative support to the Department Director and the department maintaining smooth operation of the IT Department. ESSENTIAL FUNCTIONS (Without Accommodations) Able to read, write, speak and understand English. Able to work a forty (40) hour work week and overtime when necessary. Able to use equipment and/or materials as specified in this job description. Able to see and hear well enough to perform the duties specified in this job description. Able to lift articles weighing twenty-five (25) pounds. Able to satisfactorily perform duties. Valid Florida driver’s license. EQUIPMENT TO BE USED : AS/400 computer, personal computers, related peripherals and office equipment. ENVIRONMENT: Air-conditioned office and offsite locations, occasionally outdoors. PHYSICAL REQUIREMENT: Sitting 70% Walking 15% Climbing 2% Bending 2% Reaching 2% Lifting 4% Standing 5%

Requirements

Minimum of 2 years' experience in desktop support function.
Sense of urgency for incident resolution.
Strong Technical Help desk experience with analytical and troubleshooting skills.
Strong working knowledge of Windows and Microsoft technologies 2000-2010
3 years providing primary support for PC, LAN and IP network equipment.
3 years full-time experience with personal computers
3-5 years full-time experience in a Windows domain or Active Directory network environment
Knowledge of Windows based computer and related software including Microsoft Office, Outlook, Excel, and Word.
Ability to work independently within the scope of existing City and departmental rules.
Ability to multi-task in a fast-paced environment with minimal direction.
Ability to communicate in a polite and effective manner with co-workers, City officials and the general public.
Ability to follow verbal and written instructions.
Knowledge of modern office practices, procedures and equipment.
Good interpersonal skills, ability to work well with others and helpful attitude.
Ability to provide direction over the phone with professional demeanor.
Good problem-solving skills.
Ability to multitask, exercise patience and professionalism.
Able to work responsibly with or without direct supervision.
Previous customer service experience.
Willingness to attend training and/or computer-related seminars as required.
High school graduate.
College level course work.
Minimum of three years related work experience as determined by department head.
Able to demonstrate the ability to recognize and solve problems.
Ability to be CJIS certified.
Possess and maintain a Florida's driver's license.

Nice To Haves

Experience with I-series IT operations preferred.

Responsibilities

Primary responsibility is user support and customer service.
Provide help desk support to all users.
Identify and document system/user/hardware problems.
Determine severity of problems and document accordingly.
Resolve problem situations er written procedures and assists customers with standard operating procedures.
Forwards higher-level problems to more experienced support staff.
Utilize software to monitor, manage and resolve open tickets and Network Application Account Requests within the established timeframes while providing quality customer service.
Log work orders in ticket software for tracking and resolution.
Perform periodic work order reviews and act as needed.
Communicate with various hardware and software vendors to resolve issues.
Perform problem resolution activities according to established procedures and makes supervised that impact assignments.
Direct calls to appropriate IT staff as necessary.
Learn fundamental operations of commonly used software, hardware and other equipment.
Perform upgrades, maintenance, installation and backups as needed for windows-based computers.
Assist with various operations including basic trouble shooting.
Proactively communicate status reports and issues to managers.
Engage and coordinate with 3rd party vendors.
Help maintain and issue communications devices (cellular phones and air cards) on the Verizon network.
Prepare purchase requisitions for all technology purchases for the City and monitor office expenditures.
Provide assistance with city telecommunication requests and problems.
Keep records of telecommunication assets which are loaned to City of Key West employees.
Enter annual budget into account system.
Assist with special projects; statistical information and reports as directed by IT Director.
Maintain familiarity with city owned software applications as updated.
Assist in maintaining department files, including all operation records and reports.
Prepare the departments Bi-weekly payroll account for approval.
maintain department files, including all operation records and reports.
Assists in ordering and getting quuotes and inventorying supplies.
Other duties as assigned.