Support Specialist

City of Meridian•Cocoa, FL

About The Position

Under the direction of the Service Desk Manager, the Support Specialist performs technical duties related to installing, maintaining, and supporting the city’s computers, hardware, and software. The position provides tier-two help desk support, including support for first responders’ mobile data terminals (MDTs), and deploys computers and peripheral devices. The role also supports mobile devices and broadband connections, printers, VoIP phones, network and directory services, email, and audio/video systems at city facilities. It provides after-hours emergency support and assists with technology deployments, documentation, inventory, policies, and procedures. Local travel is required.

Requirements

Associate degree in Computer Science, Information Systems, Electronics, or Networking; comparable experience may substitute for education.
Two years of experience providing technical support to computer users with computer software and hardware.
Knowledge of computer and network operation principles and practices.
Knowledge of network telecommunications concepts and installation practices.
Knowledge of operating system and software upgrade procedures.
Ability to perform routine preventive maintenance on computer systems.
Knowledge of imaging tools such as Acronis, Ghost, or Windows Deployment Services.
Knowledge of Windows client operating systems and basic Active Directory functions.
Ability to support multiple diverse and legacy applications and conduct technical research on information services technologies.
Proficiency operating computers and communications equipment, and ability to install, operate, and troubleshoot standard operating systems, software packages, and associated devices.
Ability to quickly define, diagnose, and resolve computer hardware and software problems.
Ability to manage multiple complex tasks and projects simultaneously.
Ability to maintain data confidentiality and security, document work, and keep accurate records.
Strong technical writing skills and ability to understand and follow oral and written policies, procedures, and instructions.
Ability to resolve technical issues by phone, email, and in person, and communicate clearly and concisely orally and in writing.
Willingness to foster a team environment and be open to input from others.
Ability to work well under pressure and without supervision, and maintain a professional demeanor in stressful situations.
Ability to make sound and reasonable decisions in accordance with laws, ordinances, regulations, and established procedures.
Valid driver’s license.

Responsibilities

Maintain and troubleshoot mobile data terminals (MDTs), mobile devices, mobile broadband devices, and VPN connections.
Research, procure, configure, test, and deploy new MDT technology and other hardware or software needed for departmental operations.
Provide technical support to first responders, field workers, and other computer users, including diagnosing and resolving hardware and software issues.
Provide after-hours emergency support.
Communicate and collaborate with other agencies regarding similar technology systems and issues.
Upgrade and support existing hardware and software systems, and assist with computer updates and service packs.
Deploy new computers and hardware replacements; create and maintain computer images; and transfer users’ files, shortcuts, and settings.
Coordinate with the IT Asset Management Coordinator to process inventory changes and internal invoices related to deployments.
Troubleshoot printer hardware and software, perform preventive maintenance and on-site repairs, and assist contractors and vendors with multifunction printer deployment and maintenance.
Coordinate and supervise on-site repairs performed by contractors or vendors.
Update and maintain citywide technology policies; create and maintain documentation, help files, and IT standard operating procedures; and document help desk tickets.
Assist with maintaining and tracking inventory.
Support VoIP phone systems and assist with configuring and terminating Ethernet connections.
Maintain and organize cabling and labeling in telecom closets and the data center.
Troubleshoot client issues involving DHCP, DNS, Group Policy (GPO), and Active Directory (AD); manage users, groups, permissions, and file shares in Active Directory; and maintain DHCP reservations.
Provide support for Exchange, email, and spam-filter issues.
Support audio and video systems throughout city facilities, including projectors, TVs, speakers, and related equipment.
Support and facilitate hardware, software, and live streaming for State of the City, City Council, and other public meetings.
Perform other duties as assigned.
Travel locally as required.