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HomeMy WebLinkAboutIT Support Specialist, SeniorPage 1 of 2 City of Georgetown JOB DESCRIPTION Job Title: IT Support Specialist, Senior FLSA Category: Non-Exempt Effective Date: 10/01/2012 Revision Date: 05/30/2014 SUMMARY: Provides technical support for desktop and laptop computers, networked printers, IP phones and VoIP account management, and mobile devices for end-users in all City divisions Provides technical support and administration of the City’s animal shelter software system. ESSENTIAL FUNCTIONS: Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:  Provides technical support for desktop and laptop computers, IP telephones and internal phone numbers, mobile devices and networked printers.  Installs and troubleshoots hardware and software.  Maintains inventory of hardware and software.  Assesses maintenance needs in light of warranty contracts, works with vendors on warranty issues.  Assists end-users with the use of standard software applications.  Provides technical support and administration of the City’s animal shelter software system.  Supports audio/visual display systems via an outside vendor.  Conducts informal one-on-one training in standard applications and overall desktop usage.  Coordinates projects which facilitate use of core application with end users.  Implements software standards; ensures the City’s standard software is installed on all desktops according to policy.  Utilizes research tools to troubleshoot and make recommendations for system optimization.  Documents research finds in IT Documentation and division directory; documents work done on systems in Call Tracking.  Perform preventative and optimization measures on desktop system in conjunction with established standards .  Utilizes the City’s ticketing system to organize work assignments and track and document progress.  Administers phone systems using tools such as Cisco Call Manager, and Cistera Server. MINIMUM QUALIFICATIONS: Education, training and Experience Guidelines Associates degree from an accredited college or university in an information technology related field. Three years of full- time work experience in computer terminal operations or in troubleshooting computer systems or problems. OR Fifteen semester hours (with 3 semester hours in computer science) from an accredited college or university or 300 clock hours (with 60 clock hours in computer science) from a licensed vocational, technical or business school. Eighteen months full- time relevant work experience. OR Nine semester hours in computer science from an accredited college or university, or 180 clock hours in computer science from a licensed vocational, technical, or business school. Six months of full-time relevant experience. Knowledge of:  Computer hardware and software systems and applications. Windows 7 operating system, Office Suite 2010, and PC/mobile device trouble-shooting and repair.  Computer terms and control language Procedures and processes involved in administering organization-wide technology training.  Handling information restricted to specific persons. Page 2 of 2 Skill in:  Communicating effectively, both orally and in writing.  Establishing and maintaining effective working relationships with employees at all levels within the organization.  Reading and understanding technical manuals, policies and procedures, system documentation.  Writing clear, accurate, timely documentation.  Writing clear, concise memos in non-technical terminology to brief managers, supervisors.  Performing arithmetic calculations of computer or network capacity.  Making simple projections and forecasts.  Exercising sound judgment in interpretations and decisions.  Establishing and maintaining effective working relationships with peers, clients, citizens, vendors. LICENSES AND CERTIFICATION REQUIREMENTS Valid Texas Driver’s License One or more of the following required: A+ Network + Microsoft Certified Professional (MCP) for Desktop Operating System Certifications preferred: Microsoft Certified Desktop Support Technician (MCDST) PHYSICAL DEMANDS AND WORKING ENVIRONMENT Standing, sitting, walking, lifting, carrying, pushing, pulling, reaching, handling, fine dexterity, crouching, bending, vision, hearing, talking, use of foot controls.