Desktop Support Specialist I - ( 23000344 )

　　Description

　　PURPOSE OF POSITION:

　　Under the direction of the Supervisor - IT Desktop Support or designee, provides exceptional service to Information Technology customers by maintaining a central point where customers can report problems, ask questions, seek resolution, and obtain status of requests related to project/tasks. Assists in coordination between all areas of Information Technology in resolving Support Center calls, completing requests, and providing communication support for all aspects of Information Technology. Assists as a technical resource in a project environment and provides daily desk side support to customers. Develops, researches, maintains, and documents support actions into an ITIL based trouble-ticketing application in an enterprise environment compliant with SLAs and ITIL practices. Assists in developing and teaching IT related training classes to the employees of City Utilities, which includes the MS Office 365 products suite. Installs, maintains, configures images to work with various software and operating systems, and supports all aspects of computer hardware and software, printers, and peripherals.

　　ESSENTIAL JOB FUNCTIONS:

　　Assists in coordinating all Information Technology communication to customers, including receiving and coordinating all Support Center calls and requests.

　　Researches, makes technical decisions, and implements the best solution for the customer’s desktop environment in conjunction with our standards and budgetary responsibility.

　　Defines, monitors, and applies Information Technology policies when appropriate.

　　Has an awareness of Information Technology Infrastructure Library (ITIL) and IT Service Management Best Practice (ITSM).

　　Participates in IT asset management decisions and processes.

　　Promotes the use of Information Technology services in all areas of operation, and presents recommendations for departmental review and approval.

　　Maintains knowledge of new technologies through product research, technical reports, training, etc.

　　Writes Request for Proposals, Request for Information, and Requisitions to purchase computer hardware, software, printers, and peripherals.

　　Documents IT support calls, resolutions, and provides follow-up communications.

　　Develops, implements, and monitors Support Center reports and procedures. Provides data for management review concerning Support Center activity.

　　Coordinates installs and facilitates internal support (which may include one-on-one training) on IT-provided equipment in various locations.

　　Provides recommendations to management for desktop hardware, software, printer, and peripheral needs.

　　Troubleshoots and researches operating systems, applications, and hardware problems.

　　Assists in periodic audits to ensure compliance to company policies.

　　Provides input in forecasting future budget needs for the department.

　　Assists in identifying malware on IT-provided devices in order to protect the integrity of the network and user data.

　　Assists with Support Center after-hours on-call and phone rotation.

　　Performs other related duties as required or assigned by management.

　　QUALIFICATIONS:

　　Education and Experience:

　　Bachelor’s degree from an accredited college or university with a major or minor in Business, Communications, Computer Information Systems, Computer Science, or a related field is required. Exceptional experience and/or IT certification may be considered in lieu of degree. One year of recent experience related to supporting/troubleshooting/configuring personal computer hardware, software, Windows Operating Systems and MS Office 365 is required. Experience with vehicle mounted computer hardware, tablets, air cards and GPS are preferred.

　　Licensing/Certification:

　　A , Network , Microsoft, IT Infrastructure Library (ITIL) Foundation, or other IT Support certification preferred. Must have a valid driver’s license (minimum Class F).

　　Knowledge, Skills and Abilities:

　　Analytical, organizational, problem-solving, decision-making, and relational skills.

　　Ability to:

　　Quickly learn and become familiar with technical subjects.

　　Communicate clearly, concisely, and convey technical information in non-technical terms.

　　Multitask while communicating with customers and team members over the phone, video conferencing, and in-person.

　　Prioritize and provide a wide range of technical support.

　　Meet deadlines and schedule work for timely completion.

　　Troubleshoot and diagnose issues on mobile devices.

　　Knowledge of cybersecurity principles as they relate to end users, including appropriate use of information resources.

　　Experience with developing, reviewing, researching, and documenting support actions in an ITIL-based ticket management application, while compliant with SLAs and best practices.

　　Physical Requirements:

　　Typically, sedentary work. Ability to express or exchange ideas by means of the spoken word and receive detailed information through oral communication. Substantial movements of the wrists, hands, and/or fingers, and close visual acuity to operate a computer is required. Bending and stooping may be required for filing and file retrieval. Must be able to lift 25 pounds (computer equipment).

　　Working Conditions:

　　Normal office environment. May require occasional late hours and weekend work.

　　Miscellaneous Requirements:

　　Employee must remain alert and aware of their surroundings at all times and maintain the ability to respond to changing circumstances in a timely manner.

　　Must be able to work successfully with diverse groups of people.

　　TESTING:

　　Testing may be required.

　　Full/Part Time: : Full-time - Regular

　　Work Schedule: : 8AM To 5PM MON-FRI

　　Work Locations : MO-Springfield

　　Department : Information Technology

　　Supervisor's Title: : Supervisor-IT Desktop Support

　　Pay Range: : Salary Grade 55 Minimum: $1,041.53 Midpoint: $1,275.88

　　Job Posting : Jan 22, 2024, 11:28:50 AM

　　Req ID: 23000344