IT Support Specialist I

Description GENERAL DESCRIPTION OF POSITION This is a highly technical position, requiring skills necessary to deal with all aspects of networked personal computers including configuration, troubleshooting, repair, installation, and maintenance. It involves Service Desk support, consisting of customer service, computer tablet/phone equipment inventory, audio/visual and PC application support. Reports to the IT Service Desk Manager Examples of Duties ESSENTIAL DUTIES AND RESPONSIBILITIES 1. Provide initial troubleshooting for hardware, software, and network issues. 2. Responsible for installation, configuration, diagnosis, repair, maintenance, and upgrade of desktop computers including hardware, application software, operating systems, and peripheral devices. 2. Responsible for networking PC clients which involves the setup and configuration of network cards, communications software, network protocols, email and internet access. 3. Provides Technical Support to user on a variety of issues. Responds to telephone calls, email, chat, and personnel requests for technical assistance. 4. Maintains the Service desk ticketing system, prioritize and monitor reported problems to insure timely resolution. 5. Assists in implementation of new systems and the associated user training as required. 6. Ensures proper Change Management procedures are followed and backups are made before implementing any changes. 7. Ensures that workstations, laptops, tablets and phones are set up properly for safe usage. 8. Assists in maintaining an accurate inventory of all end-user computer/tablet/phone equipment and software by department. 9. Evaluates third-party software applications where appropriate with functional department personnel to determine functional fit to defined requirements. 10. Evaluates user and department needs and recommends hardware/software to meet department requirements. 11. Documents and tracks project milestones. 12. Provides supervisor with progress weekly status updates, and upon request, and ensures supervisor is informed of any scheduling delays or conflicts. 13. Proficient in desktop computer configuration and network environments with strong diagnostic and troubleshooting abilities. 14. Experience of network protocols and network components. 15. Experience configuring network client software. 16. Ability to setup, support and manage the audio/visual production for Council Chamber meetings. 17. Ability to create, review and update Procedure Documentations. 18. Ability to setup and support off site events throughout the city. 19. Ability to solve problems, learn new methods, procedures, operations, and analyze and interpret data. 20. Has strong organization skills to effectively utilize time to perform multiple tasks concurrently and meet established deadlines. 21. Ability to communicate effectively, both orally and in writing and convey ideas persuasively in a concise, organized, and professional manner. 22. May be required to work outside normal business hours, participate in an on-call rotation, have the ability to perform work remotely, and carry a mobile phone. 23. Ability to establish and maintain effective working relationships with the general public, employees, and public officials. 24. Is motivated, innovative, and results-oriented with a consistent desire to excel 25. Ability to maintain a flexible work schedule. 26. Possesses good teamwork skills. Perform any other related duties as required or assigned. Minimum Qualifications EDUCATION AND EXPERIENCE High school diploma or GED required. Graduation from an accredited 2-year college or technical school with major coursework in Computer Engineering or related field is preferred. Minimum of 2 years of paid experience in Technical Support of desktop computer hardware, software, and networking is preferred. An equivalent combination of training and educational experience may substitute for educational requirements. REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS Must possess a valid Florida Driver's License with an acceptable driving record. Obtain a CompTIA A+ Certification within one year of employment. Supplemental Information RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT Annual Budget: $0 SUPERVISORY RESPONSIBILITIES This position will directly supervise 0 employees. This position may indirectly supervise 0 employees. If applicable, supervisory responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance, rewarding and disciplining employees; addressing complaints and resolving problems. ANALYTICAL ABILITY / PROBLEM SOLVING MODERATELY REPETITIVE. Activities with slight variation using a definite set of processes or directions with some degree of supervision. PLANNING With regard to general assignments in planning time, method, manner and/or sequence of performance of own work. CONSIDERABLE RESPONSIBILITY; in addition, the work operations of a group of employees, all performing Basically the same type of work. DECISION MAKING Performs work operations which permit opportunity for decision-making of minor importance. FREQUENTLY; Performs work operations which permit opportunity for decision-making of major importance. N/A COMMUNICATION SKILLS Ability to read and understand simple instructions, short correspondence, notes, letters and memos. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to prepare and interpret bar graphs. CRITICAL THINKING SKILLS Ability to use common sense understanding in order to carry out detailed written or oral instructions. Ability to deal with problems involving a few known variables in situations of a routine nature. SUPERVISION RECEIVED Under GENERAL SUPERVISON where standard practice enables the employee to PROCEED ALONE on routine work, referring all questionable cases to supervisor. MENTAL DEMAND MODERATE; Operations requiring almost continuous attention, but work is sufficiently repetitive that a habit cycle is formed; intermittent directed thinking to determine or select materials, equipment or operations. USE OF MACHINES, EQUIPMENT AND/OR COMPUTER Regular personal computer support, technical help, and/or, basic software support, database analysis, level I technician, project coordination, installation and help desk. ACCURACY Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring additional expenditure of time to trace errors and make corrections. PUBLIC CONTACT Occasional routine contacts with persons outside the organization. This would include contacts with suppliers, mail service, etc. EMPLOYEE CONTACT Establishes Company Culture by setting tone of interactions and communication with senior executive level internal officials and employees throughout the organization. SOFTWARE SKILLS REQUIRED Accounting Basic Alphanumeric Data Entry Basic Contact Management None Database None Enterprise Resource Planning None Human Resources Systems None Payroll Systems None Presentation/PowerPoint Basic Programming Languages None Spreadsheet Basic Word Processing/Typing Basic ADDITIONAL SOFTWARE SKILLS Not indicated OTHER SKILLS Not indicated PHYSICAL ACTIVITIES While performing the functions of this job, the employee may be required to: Stand Frequently Walk Frequently Sit Frequently Use hands to handle or feel Continuously Reach with hands and arms Continuously Climb or balance Regularly Stoop, kneel, crouch or crawl Regularly Talk or hear Continuously Taste or smell Continuously WEIGHT LIFT REQUIREMENTS The employee must occasionally lift and/or move: Up to 10 pounds VISION REQUIREMENT Specific vision abilities required by this job may include: Close vision (use of a computer, equipment, or any other work duties that require clear vision within two (2) feet or less). ENVIRONMENTAL CONDITIONS The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work near moving mechanical parts (spinning shafts, engines, lifts, etc.) Never Work in high, precarious places (tall structures, bucket lifts, extension ladders, etc.) Never Fumes or airborne particles (painting, sanding, solvents, flying lint or dust particles, etc.) Never Toxic or caustic chemicals (including potential for chemical spills, etc.) Never Outdoor weather conditions (exposure to outdoor heat, cold or inclement weather) Never Wet or humid conditions (not weather-related, such as greenhouse, carwash, etc.) Never Extreme cold (not weather-related, such as freezer, cold storage, etc.) Never Extreme heat not weather-related, such as furnace, kitchen, ovens, etc. where temp is regularly above 100 degrees F) Never Risk of electrical shock (live electrical wires, equipment that retains power after shutoff) Occasionally Work with explosives (TNT, dynamite, nitroglycerine or other related explosives) Never Risk of radiation (x-ray equipment, nuclear radiation, electromagnetic radiation, etc.) Never Vibration (jack hammer, soil compactor, equipment that creates high vibration, etc.) Never The noise level in the work environment is usually Moderate (business office with computers/printers, light traffic, etc.) ADDITIONAL INFORMATION This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments). The City of Ocala provides a competitive, comprehensive benefit package for all full-time employees. Health Insurance We offer both single and family coverage, for employees working 30 or more hours per week. Dental Insurance For full time employees, we offer both single and family dental coverage. Vision Insurance For full time employees, we offer both single and family vision coverage. Life Insurance For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life. For full time employees, the City of Ocala provides Basic Life and Accidental Death and Dismemberments policies as an employer paid benefit. Employees can opt for additional coverage such as supplemental voluntary life, spouse life, dependent life, and child life. Short Term and Long Term Disability Offered to full time employees, STD and LTD coverages are income replacement benefits that assist policyholders who are unable to work for an extended period of time due to sickness or accidental injury. Medical FSA (Flexible Spending Account) and Dependent Care FSA Flexible spending accounts allow employees to pay out-of-pocket medical, dental, vision, and dependent care expenses using pre-tax dollars. Pet Insurance We also offer special pet insurance for your pets in the case of illness or accidents, as well as preventative care. Employee Health & Wellness Center The City of Ocala offers the use of the City Clinic for those employees, and covered dependents over the age of 8, which have elected one of our health insurance plans. Services offered by the City Clinic include primary care, chronic disease management, labs, x-rays, and wellness coaching. Voluntary Cancer Insurance For full time employees, the cancer insurance policy can help provide security if you, or a covered dependent, suddenly become diagnosed with cancer. Supplemental Critical Care Insurance Our full time employees have the option of electing critical care insurance that is available to help with medical expenses that could arise from things such as a heart attack or stroke. Supplemental Accident Insurance Also available to full time employees, is our Accident Coverage. This supplemental plan can be used to help with expenses like MRI's, physical therapy, and hospital admission. Legal Plan Insurance Full time employees can have access to local attorneys for a monthly fee and receive discounts on services such as legal consultation, wills, traffic violations and the purchase or sale of your home. The carrier also has a separate policy assisting with the matter of identity theft and social media monitoring. Deferred Compensation Plan Deferred compensation is available to all full-time employees at the time of employment. This benefit allows the employee to defer income without paying taxes until money is withdrawn. Current plan is administered through MissionSquare. Direct Deposit Direct deposit automatically deposits your net pay each pay period to your checking or savings account at your own financial institution. Direct deposit is a condition of employment for a person hired by the City. Each pay period the employee receives an earnings statement showing gross pay, taxes, other deductions, accruals and net pay. Enrollment forms are available at Human Resources or Payroll. Discounts - Theme Park Discounts are available to all non-temporary employees at the time of employment. Employee Assistance Program (EAP) The Employee Assistance Program is available to all full-time employees and members of your household as an employer paid benefit. The EAP offers emotional wellbeing support in the form as counseling sessions and all sessions are confidential. The EAP also provides daily life assistance, legal services, and financial services. Holidays and Paid Time off The City provides paid holidays and paid time off for full-time employees. Refer to the Employee Handbook for details. Retirement Plan All full-time employees hired after 10/01/2013, apart from Sworn Police Officers and Firefighters, are enrolled in the 401a Defined Contribution Retirement Plan with MissionSquare. All contributions to the 401a Defined contribution plan are pre-tax and earnings grow tax-deferred. The City contributes 8% and employees contribute 3%. City contributions are 100% vested after one year of employment. You will be enrolled automatically and should take time to review your investment options at your earliest convenience. Training Programs The City is committed to provide training programs for all departments and all positions. Risk Management conducts classes in Defensive Driving, Safety, and Insurance. With rare exceptions, classes are offered during working hours, and are open to all eligible employees. Tuition Reimbursement All regular, full-time employees are eligible to participate in the tuition reimbursement program. 01 Do you possess a valid State of Florida Operator Driver's License with an acceptable driving record OR If you possess a valid out of state license, do you have the ability to obtain a Florida driver's license prior to employment? * Yes * No 02 Do you have a high school diploma or GED? * Yes * No 03 Do you posses a CompTIA A+ Certification or the ability to obtain one within one year of employment? * Yes * No 04 How many years of paid experience in Technical Support of desktop computer hardware, software, and networking do you have? * 0 - 1 Years * 2 - 3 Years * 4+ Years 05 What level of degree do you posses from an accredited 2-year college or technical school with major coursework in Computer Engineering or related field? * None * Associate Degree * Bachelor's Degree * Master's Degree 06 I understand and agree with the following statements: * All background, education and work history will be verified once an offer of employment has been extended and accepted. * Any false or incomplete answer may be grounds for not employing me or for dismissing me after I begin work. * Yes * No Required Question Employer City of Ocala Address 110 SE Watula Ave City Hall, 3rd Floor Ocala, Florida, 34471 Phone 352-629-8359 Website http://www.ocalafl.org