Title IT Support Specialist
Description General Statement of Duties :
The IT Support Administrator provides Tier I and Tier II technical support to end users in all City departments; provides advanced technical support, including analysis, diagnoses, and resolution of complex technical issues for all enterprise and department-specific systems and applications.
Promptly escalates and coordinates Tier III service issues with service providers. Provides analysis and support for technology projects and performs project related work as required.
Works independently with general supervision from the Information Technology Manager. Collaborates closely with other IT staff in performing a variety of maintenance, support, and administration tasks.
Examples of Duties :
The following essential job functions and examples of duties are illustrative only and are not intended to be all inclusive.
Duties may be modified, added, or deleted at the discretion of the Information Technology Manager).
- Prioritizes, responds, documents, and tracks incident / service requests using enterprise incident tracking system.
- Creates and maintains working documents which include processes, procedures, known errors, etc., contributing to and expanding support knowledgebase.
- Provides technical assistance to city employees via phone, email, on-site and / or remote services.
- Installs, configures, maintains, upgrades, and troubleshoots desktop and laptop software / hardware.
- Configures, maintains, upgrades, and troubleshoots City issued smart phones and iPads.
- Installs, configures, maintains, upgrades, and troubleshoots VOIP telephone equipment.
- Performs Microsoft Active Directory network administration duties.
- Performs Exchange Online administration duties including the maintenance of user email accounts, distribution lists and shared resources.
- Assists IT Manager with the installation, configuration, and maintenance of networked peripheral devices and networking software / hardware products, including servers, switches, and networked storage devices.
- Contacts software or hardware vendors or accesses online technical support tools when escalation is required to resolve customer incidents.
- Provides training to both technical and non-technical end users (usually in a one-on-one environment) for proper use of computer equipment and application software including Microsoft products.
May provide group training in specific situations.
- Participates in special projects including system upgrades, expansions and deployments as needed.
- Works with and assists facilities manager in various capacities to ensure optimal setup and operation of city facilities is always maintained.
- Performs other related duties as required to accomplish the objectives of the position.
Position Requirements Education / Experience
- Candidate should be in progress or have compl
- eted an AA / AS degree in computer related field.
- Relevant Microsoft Certifications highly desired. BA / BS in related field desired.
- 1 year of direct, hands-on experience supporting and maintaining desktop computers and laptops in a Microsoft Active Directory Network Environment is required, preferably working in a governmental agency.
- 1-year hands-on network system administration, maintenance and troubleshooting experience is required.
- Valid Colorado Drivers License (Class R) and a good driving history required.
Required Technical Skills and Expertise
- Microsoft Windows desktop / laptop operating systems.
- Microsoft Active Directory and networking environment
- Microsoft Windows server environments and operating systems.
- Experience with Microsoft Office 365 support and administration experience.
- Hands-on experience using mobile device management (MDM) applications.
- Dell hardware, including desktops, laptops, servers, and switches.
- Experience in TCP / IP networking with advanced understanding of routers, switches, firewalls, and network security appliances.
Knowledge, Skills and Abilities
- Self-starter with an eye for identifying and taking imitative over upgrades and improvements.
- Demonstrated ability to manage multiple tasks, meet deadlines, and adjust priorities appropriately in an evolving work environment with shifting time frames.
- Strong analytical and problem-solving skills; ability to visualize a problem and work through and solve it.
- Ability to follow instructions, best practices, and pre-established guidelines to ensure optimal support and system configurations.
- Process driven; can follow process and maintain files / records for auditing purposes.
- Excellent customer service skills including initial contact through problem resolution
- Excellent oral and written communication skills and the ability to comprehend conceptual ideas or strategies and implement such ideas or strategies.
- Demonstrated personal effectiveness, credibility, thoroughness, flexibility, and collaboration skills in adhering to and advancing the Citys vision, mission and values and ethical standards.
Position IT Support Specialist Location City of Lone Tree Municipal Building
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