IT Support & Help Desk Specialist

City of Quincy

Job Description

JOB TITLE: IT Support and Help Desk Specialist DATE: July 2022

DEPARTMENT: Information Technology FLSA STATUS: Exempt

POSITION SUMMARY:

Under general supervision, the IT Support and Help Desk Specialist performs basic to advanced tasks related to all computer hardware, software, and network systems. This position works directly with the various City departments to isolate, troubleshoot and repair problems. The position reports to the Director of Information Technology.

HELP DESK PRIORITIES:

Provide quick and effective monitoring and management of help desk tickets at all severity levels within the ticketing system for incident and change ticket management. Ensure all tickets are updated with the appropriate status and closure information. Provide level 1 & 2 problem determination and troubleshooting of all hardware, software, virtual desktops, printers, telecommunications and connectivity, network, phone, video and application related issues. Initiate escalations as required to the next level of support and management when necessary. Provide support and coordination for the change management process internally and with our vendors. Work with end users remotely and in person through systems configuration, troubleshooting and maintenance. Respond to text, emails and calls on technical issues to support end users. Follow up with end users to ensure satisfactory service. Work with third party vendors to ensure collaboration and alignment on daily ticket management and resolution, and schedule meetings as required. Engage RCA - root cause analysis process for high severity business impacting issues. Create documentation for help desk procedures. Create dashboards and performance metrics on ticketing data and related KPIs, and present reports to management for review. Engage in project management requirements as needed. Provide off-shift on call support as scheduled.

TECHNICAL PRIORITIES:

• Maintain Help Desk and Ticketing Systems
• Maintain, analyze, troubleshoot, and repair computer systems, hardware and peripherals.
• Document, maintain, and upgrade or replace hardware and software systems.
• Support and maintain user information including rights, security and system groups.
• Support, monitor, test, and troubleshoot hardware and software problems pertaining to the Local Area Network.
• Install new software, upgrade, evaluate, and install patches to resolve software related issues.
• Perform system backup and restore files on computers during repairs and new computer installations.
• Support additional technology used in City Council broadcasts and social media platforms.
• Assists with installing, configuring, upgrading, moving, and administering desktop computers.
• Assists in the installation, configuration and maintenance of the city's network servers, network infrastructure, network cabling, and other related equipment, devices, and systems; adds or upgrades and configures disk drives, printers, and related equipment.
• Assists with technical support for the City's IBM AS/400
• Assists in the audio and digital video production phase of COQTV
• Assists in updating website site and Facebook content.
• Responsible for performing day-to-day tasks associated with the City of Quincy's Access Control system.
• Administration of the City of Quincy's hosted telephone system.
• Reviews system and operational documentation to ensure completeness and timeliness and that documentation conforms to department standards.
• Performs various other duties as assigned by the Director of Information Technology.

REQUIREMENTS:

EDUCATION:

Bachelor's degree in computer science or related field and 1 to 2 years of recent technology support work experience; an Associate's degree and 2 years of recent technology support work experience; or a high school diploma or GED and 3 years of recent technology support experience; or any other combination of training and experience that provides the required knowledge, skills and abilities.

EXPERIENCE:

Minimum of 1 to 3 years of experience directly related to the duties and responsibilities specified.

Certified Microsoft, Cisco Networking Administrator, A+, Server+, Network+ certifications a plus.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of Microsoft operating systems.
• Knowledge of Microsoft Office applications.
• Must have the ability to establish and maintain effective working relationships with end users and other IT staff members.
• Must be able to demonstrate the abilities to install, configure and maintain personal computers, networks, and/or related hardware and software.
• Must have basic networking knowledge of LAN/WAN and network administration, including switching, routing, firewalls, access control lists, debugging connectivity issues, and remote access (WANs, VPNs).
• Must have the ability to read and understand technical manuals and instructions.
• Must have the ability to learn new methods and procedures on the computer.
• Must be able to prioritize tasks, work under stress, and meet deadlines.
• Ability to maintain a high level of confidentiality.
• Must be able to demonstrate technical knowledge of microcomputer hardware, peripherals, operating systems, and network operating systems, including installation procedures, architecture and troubleshooting techniques.
• Ability to communicate clearly, both verbally and in written form.
• Extensive network experience is a plus.
• VMware server and desktop virtualization experience is a plus.

PHYSICAL REQUIREMENTS:

May require bending, twisting, squatting, crawling, climbing, kneeling, working in confined spaces, standing and sitting for extended periods of time, and occasionally lifting, carrying, pushing or pulling objects over 50 pounds.

WORKING CONDITIONS:

• Employee works in a typical office setting.
• The employee is expected to be available 24 hours a day, seven days a week to handle problems or unusual circumstances.
• The employee will be required to be on call and attend out-of-town meetings or conferences deemed beneficial by the IT Director.
• Expected to be consistently reliable and punctual for scheduled work hours.
• Expected to be reliable and available for both scheduled and non-scheduled (emergency) work hours.