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City of Georgetown
JOB DESCRIPTION
Job Title: IT Support Specialist
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, and mobile devices for
end-users in all City divisions. Administers physical desktops, laptops and virtual desktop systems.
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:
Implements virtual desktop project, debugs and provides ongoing support to user.
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; conducts informal one-on-one training in
standard applications and overall desktop usage to customers.
Coordinates projects which facilitate use of core application with end users.
Implements software standards; ensures that the City’s standard software is installed on all physical or virtual
desktops according to policy.
Utilizes research tools to troubleshoot and make recommendations for system optimization.
Documents research finds in in IT Documentation and division directory; documents work done on systems in Call
Tracking.
Performs preventative and optimization measures on physical or virtual desktop systems in conjunction with
established standards.
Utilizes the City’s ticketing system to organize work assignments and track and document progress.
Performs other duties as assigned.
MINIMUM QUALIFICATIONS:
Education, training and Experience Guidelines
High school diploma or equivalent. One year of full-time work experience in computer terminal operations or in
troubleshooting computer systems and 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. Six 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.
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.
Skill in:
Communicate 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, and system documentation
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Writing clear, accurate, timely documentation.
Writing clear, concise memos in non-technical terminology.
Solving problems, thinking analytically and time management.
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.