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    Computer Support Specialist (I-II) - Career Path

    City of Boynton Beach, FL
    Boynton Beach, FL 33425
    Full-time
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    Job Description

    I.T.S. Computer Support Specialist (I-II- Career Path) Purpose of Classification - Computer Support Specialist I The purpose of this classification is to operateadminister computer systems within an assigned departmentarea, which may include basic technical work relating to the installation, maintenance, operation, and repair of the Cityrsquos computer systems including all aspects of customer service associated with help desk support for users. Purpose of Classification - Computer Support Specialist II The purpose of this classification is to operate and administer computer systems within an assigned departmentarea, which may include advanced technical work relating to the installation, maintenance, operation, and repair of the Cityrsquos computer systems including all aspects of customer service associated with help desk support for users.I.T.S. Computer Support Specialist (I-II- Career Path) Computer Support Specialist I Essential Functions The following duties and functions, as outlined herein, are intended to be representative of the type of tasks performed within this classification. They are not listed in any order of importance. The omission of specific statements of the duties or functions does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Acts as first point of contact to log, classify, and prioritize user queries, requests, and problems in support of the various computers, network, and telephone systems and associated peripheral equipment. Troubleshoots, isolates, and determines root cause to resolve routine and intermediate-level user queries, requests, and issues using established checklists and guidelines. Configures, tests, and installs standard desktop and portable computers, devices, and associated peripherals within established standards. Performs end user assistance and deploys software packages using remote desktop management. Identifies and takes corrective action to remove malware, spyware, and viruses to maintain the integrity of ITS environment. Works with ITS team members, as needed, to identify and resolve ITS environment issues. Ensures end user workstations interconnect seamlessly in a multi-layered clientserver environment with diverse systems. Deploys standard images for desktop environment. Performs help desk functions confers with staff to troubleshoot hardwaresoftware problems, makes standard modifications and configuration changes as needed. Applies established IT standards to daily work functions in the IT environment. Installs cables, connectors, and network cards as requested by Director or designee. Works with vendor support contacts to resolve technical problems with computer equipment and software. Receives or refers to various forms, reports, correspondence, department documentation, technical reports, technical manuals, implementation guides, on-line help systems, reference materials, catalogs, policies, procedures, or other documentation reviews, completes, processes, forwards or retains as appropriate. Maintains documentation of system activities, operations, modifications, maintenance, and other activities. Answers the telephone provides information, guidance, and assistance takes and relays messages or directs calls to appropriate personnel returns calls as necessary responds to requests for service or assistance. Communicates with supervisor, employees, other departments, residents, vendors, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. Maintains a comprehensive, current knowledge of applicable lawsregulations maintains an awareness of new technologies, products, trends, and advances in the profession reads technical journals and professional literature maintains professional affiliations attends workshops and training sessions as appropriate maintains training records and submits training certifications to state agencies as required by law. Additional Functions Provides assistance or coverage to other employees as needed. Performs other related duties as required. Computer Support Specialist II Essential Functions The following duties and functions, as outlined herein, are intended to be representative of the type of tasks performed within this classification. They are not listed in any order of importance. The omission of specific statements of the duties or functions does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Performs all functions in the Computer Support Specialist I classification. Provides direction, guidance, training, and assistance to customers and Computer Support Specialist I organizes, prioritizes, and coordinates work monitors status of work in progress troubleshoots problem situations. Assists with interviews for Computer Support Specialist I applicants and provides feedback to hiring panel trains, coaches, and assists in developing new Computer Support Specialist I employees. Coordinates the Help Desk work order process from inception to resolution obtains details of problems from customer by telephone, email, or in person triages and classifies work orders according to problem type and priority analyzes problem, attempts to resolve during initial contact, and informs customer when additional timeresources will be needed documents all relevant information regarding naturecircumstances of problem, along with actions taken and toolsresources used communicates with customer to provide status updates, including expected resolution timeframe reassigns, escalates, or enlists technical support from internal staff when needed provides customer with directions for resolution via telephone, e-mail, PC remote control, in person, or onsite visit by third-party support updates work order record status provides courtesy follow-up to ensure customer satisfaction. Assists in configuring copiers and scanners to email and network drives. Assists in managing users in Access Control systems. Assists in Basic Mobile Device Management (MDM) needs. Assists in training new IT staff in computer setup and software use. Coordinates purchases and implementations of technology products evaluates new technologies and products for possible purchase reviews requests for purchases matches customer needs to product specifications obtains price quotes coordinates purchasing process with procurement staff and vendors tracks status of orders through delivery installs and configures products delivers products to customers and conducts testing to ensure proper operations performs follow-up to verify customer satisfaction. Provides general support for the Information Technology Services (ITS) Department monitors overall status of Help Desk provides status reports to management works with ITS management staff to develop work process strategies and procedures. Performs user account maintenance by establishing new user accounts, modifying existing user accounts, and disabling user accounts. Performs general technical support tasks performs installation, configuration, and upgrading of equipment hardware, peripheral equipment, and software programs performs computer maintenance and preventive maintenance tasks, such as cleaning equipment, replacing componentsparts, loading paper into printers, clearing paper jams, and replacing ribbonstoner cartridges ensures the security and integrity of computer data by implementing passwords and security procedures, maintaining access controls, and monitoring system access. Provides information, training, assistance, and technical support to users regarding computer operations, procedures, problems, software applications, maintenance, and related issues responds to operational requests of users responds to complaints and questions troubleshoots user problems, researches problems, and initiates problem resolution. Works with vendors to implement solutions and maintains acceptable levels of performance of hardwaresoftware components. Compiles and monitors administrative andor statistical data analyzes data and identifies trends summarizes data and prepares reports. ADDITIONAL FUNCTIONS Provides assistance to other employees or departments as needed. Performs other related duties as required. Minimum QualificationsI.T.S. Computer Support Specialist (I-II- Career Path) Computer Support Specialist I (Salary Range 43,929.60 - 65,915.20) MINIMUM QUALIFICATIONS Must possess a high school diploma or valid equivalent One (1) year of verifiable previous work experience and training involving computer operating systems, system administration, personal computer repairmaintenance, and user support Must possess and maintain a Comp TIA A+ certification or be able to obtain within nine (9) months of employment and Must possess or be able to obtain within fourteen (14) days of hire and maintain a valid State of Florida driverrsquos license. PREFERRED QUALIFICATIONS Associatersquos degree or higher in Computer Science, Information Technology, Business Technology, or a closely related field. Certifications in Computer Customer Support and other related technical certifications. Computer Support Specialist II (Salary Range 47,216.00 - 70,824.00) MINIMUM QUALIFICATIONS Must possess a high school diploma or valid equivalent Two (2) years of verifiable previous work experience and training involving computer operating systems, system administration, personal computer repairmaintenance, and user support. An Associatersquos Degree or higher in Computer Science, Information Technology, Business Technology or closely related field can be substituted for one (1) year of verifiable previous experience. Must possess and maintain a Comp TIA A+ certification Must possess and maintain a Comp TIA Network+ or Security+ certification Must possess or be able to obtain within fourteen (14) days and maintain a valid State of Florida driverrsquos license. PREFERRED QUALIFICATIONS Associatersquos Degree or higher in Computer Science, Information Technology, Business Technology, or a closely related field. Certifications in Computer customer support, and other related technical certifications. Supplemental InformationComputer Support Specialist I Communication Competencies Effectively communicates with supervisor, employees, other departments, contractors, engineers, companies, vendors, outside agencies, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. Accurately and expeditiously receives and delivers messages and information to the appropriate individuals. Ability to prepare accurate and thorough written records and reports. Ability to understand and follow oral and written instructions and to complete assigned tasks with minimal supervisory direction. Ability to understand and quickly and accurately follow brief oral and written instructions on moderately complex matters. KNOWLEDGE, SKILLS AND ABILITIES bull Knowledge of principles and operations of computers, network, telephone systems and networks, and related technology. bull Knowledge of Windows operating systems and software packages. bull Knowledge with remote assistance desktop tools. bull Knowledge with standard deployment of desktop images. bull Knowledge with Active Directory concepts. bull Ability to keep accurate records and input work orders. bull Ability to work effectively with co-workers. bull Ability to clearly communicate technical concepts to non-technical people. bull Ability to maintain system documentation related to local support functions. bull Ability to multi-task in a fast-paced environment. bull Ability to communicate effectively, both orally and in writing. bull Ability to install and perform minor repairs to hardware and peripheral equipment following design or installation specifications. bull Ability to deliver excellent customer service in person and by telephone. Computer Support Specialist II Communication Competencies Effectively communicates with supervisor, employees, other departments, contractors, engineers, companies, vendors, outside agencies, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. Accurately and expeditiously receives and delivers messages and information to the appropriate individuals. Ability to prepare accurate and thorough written records and reports. Ability to understand and follow oral and written instructions and to complete assigned tasks with minimal supervisory direction. Ability to understand and quickly and accurately follow brief oral and written instructions on moderately complex matters. KNOWLEDGE, SKILLS AND ABILITIES bull Demonstrates the knowledge, skills, and abilities of the Computer Support Specialist I classification. bull Advanced knowledge of information systems products and services to assist internal users with software application and computer related problems. bull Advanced knowledge of MS Office applications with the ability to provide instruction to users on the usefunctions of these applications. bull Advanced knowledge of PC Network Environments. bull Ability to review, classify, categorize, prioritize, andor analyze data. bull Ability to effectively troubleshoot complex PCnetworking issues. bull Ability to work independently to research and solve technical issues with minor assistance. bull Ability to perform mathematical calculations to include addition, subtraction, multiplication, and division. bull Ability to interpret and calculate decimals and percentages from mathematical calculations. bull Ability to exercise judgment, decisiveness, and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable. bull Ability to addremove users from access control systems. bull Ability to configure copiers for scan to e-mail and scan to network drives. bull Ability to assign users and remove users from Mobile Device Management (MDM) system. bull Ability to train new ITS staff in computer setup and software usage. bull Ability to create, maintain, and deploy computer system images.
    Posting ID: 596192870Posted: 2021-01-04