IT TECHNICAL SUPPORT SPECIALIST

GENERAL STATEMENT OF JOB

Under limited supervision, this position functions as technology support specialist. Position is a member of the support specialist hierarchy, and reports to the IT Computer Services Division Manager.

ESSENTIAL JOB FUNCTIONS

Responsible for handling first level and escalated support of service requests involving workstations, printers, networks and vendor specific hardware and software.

Support ticket management for various end user requests. Configure, monitor and maintain updated virus protection software.

Install new software and upgrade software for Desktop Operating Systems. Manages accounts and password resets in Active Directory.

Setup, install, deploy operating system and software patches to Desktop Computers and servers. Maintain documentation of new and existing infrastructure and services.

Once systems are installed, test system and troubleshoot bugs to ensure proper connectivity and compatibility / integration with interconnected systems.

Provides technical advice to department management on software and hardware capabilities, limitations, and cost.

Experience with Windows Server Update Services (WSUS) patch management. Proficient PC desktop troubleshooting and mobile device knowledge (iOS, Android).

Basic networking knowledge (TCP / IP, DNS, DHCP, Lan / Wan).

Performs other duties as assigned. Individual assignments will be determined by supervisor based on current workload and department needs.

PERFORMANCE INDICATORS

Knowledge of Job : Has experience supporting end users utilizing an automated service desk and ticketing system. Possesses experience with software and hardware patch management utilizing Windows Update Server or other third-party applications.

Has thorough understanding of basic networking principles to include; DNS, DHCP, TCPIP. Has considerable knowledge of modern methods, concepts, practices, and principals related to the architecture, design, and integration of information systems and software applications.

Knowledge of office systems, practices and administration. Thorough knowledge of principles and processes for providing customer services.

This includes setting and meeting quality standards for services and evaluation of customer satisfaction.

Quality of Work : Maintains high standards of accuracy in exercising duties and responsibilities. Exercises immediate remedial action to correct any quality deficiencies that occur in areas of responsibility.

Maintains high quality communication and interacts with all City departments and divisions, co?workers and the general public.

Quantity of Work : Maintains effective and efficient output of all duties and responsibilities as described under Essential Job Functions.

Dependability : Assumes responsibility for doing assigned work and meeting deadlines. Completes assigned work on or before deadlines in accordance with directives, city policy, standards and prescribed procedures.

Accepts accountability for meeting assigned responsibilities in the technical, human and conceptual areas.

Attendance : Attends work regularly and adheres to city policies and procedures regarding absences and tardiness. Provides adequate notice to higher management with respect to vacation time and time? off requests.

Initiative and Enthusiasm : Maintains an enthusiastic, self?reliant and self?starting approach to meet job responsibilities and accountabilities.

Strives to anticipate work to be done and initiates proper and acceptable direction for completion of work with a minimum of supervision and instruction.

Judgment : Exercises analytical judgment in areas of responsibility. Identifies problems or situations as they occur and specifies decision objectives.

Identifies or assists in identifying alternative solutions to problems or situations. Implements decisions in accordance with prescribed and effective policies and procedures and with a minimum of errors.

Seeks expert or experienced advice and researches problems, situations and alternatives before exercising judgment.

Cooperation : Accepts supervisory instruction and direction and strives to meet the goals and objectives of same. Questions such instruction and direction when clarification of results or consequences are justified, i.

e., poor communications, variance with city policy or procedures, etc. Offers suggestions and recommendations to encourage and improve cooperation between all staff persons and departments within the city.

Relationships with Others : Shares knowledge with supervisors and staff for mutual and city benefit. Contributes to maintaining high morale among all city employees.

Develops and maintains cooperative and courteous relationships with department employees, staffers and managers in other departments, representatives from organizations, and the general public so as to maintain good will toward the city and project a good city image.

Tactfully and effectively handles requests, suggestions and complaints from other departments and persons in order to maintain good will within the city.

Interacts effectively with fellow employees, supervisor, professionals and the general public.

Coordination of Work : Ability to establish and implement effective administrative programs and procedures. Ability to plan and organize daily work routine.

Establishes priorities for the completion of work in accordance with sound time?management methodology. Performs a broad range of supervisory responsibilities over others.

Safety and Housekeeping : Adheres to all safety and housekeeping standards established by the city and various regulatory agencies.

Sees that the standards are not violated. Maintains a clean and orderly workplace.

Planning : Plans, directs and uses information effectively in order to enhance activities and production of the division.

Knows and understands the expectations of the city regarding the activities of the department and works to see that these expectations are met.

Designs and formulates ways, means and timing to achieve the goals and objectives of the department and the city. Within the constraints of city policy, formulates the appropriate strategy and tactics for achieving divisional and city objectives.

Organizes, arranges and allocates manpower, financial and other designated resources in an efficient and effective way so as to achieve the goals and objectives of the department and city.

Organizing : Organizes work and that of subordinate staff well. Ensures that staff members know what results are expected of them and that they are regularly and appropriately informed of all city and department matters affecting them and / or of concern to them.

Decision Making : Uses discretion and judgment in developing and implementing courses of action affecting the division. When a particular policy, procedure or strategy does not appear to be achieving the desired result, moves decisively and definitively to develop and implement alternatives.

Creativity : Regularly seeks new and improved methodologies, policies and procedures for enhancing the effectiveness of the division and city.

Employs imagination and creativity in the application of duties and responsibilities. Is not adverse to change.

EDUCATION & EXPERIENCE

Associates degree in Information Technology or a related field. 1 to 3 years of experience in IT with at least 1 year in maintaining an Active Directory environment.

Experience with Windows Group Policy management. Experience with Microsoft Operating systems and Microsoft Office Products.

Any equivalent combination of training and experience which provides the required skills, knowledge and abilities

SPECIAL REQUIREMENTS

Requires a comprehensive background investigation to include a local, state and federal criminal history check; and a sex offender registry check

A valid driver's license with an acceptable driving record.

Serves on-call and may have to provide after-hours troubleshooting and maintenance activities.

MINIMUM QUALIFICATIONS OR STANDARDS REQUIRED

TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements : Must be physically able to operate a variety of computers and peripheral equipment, scanners, copiers, telephones, etc.

Must be able to exert up to 50 pounds of force occasionally and / or a negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.

Must have the ability to stoop, kneel, crouch, crawl, climb, and balance. Sedentary work involves sitting most of the time, but may involve walking or standing for periods of time.

Data Conception : Requires the ability to compare and / or judge the readily observable, functional, structural, or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communication : Requires the ability of speaking and / or signaling people to convey or exchange information.

Includes receiving instructions, assignments and / or directions from supervisors. Includes giving instructions, assignments and / or directions to subordinates.

Language Ability : Requires the ability to read a variety of computer supplies magazines, reports, records, run sheets, invoices, purchase orders, etc.

Requires the ability to prepare a variety of personnel memos, work schedules, forms, statements, bills, reports, checks, etc., using proper format.

Intelligence : Requires the ability to apply rational systems to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists;

to interpret a variety of instructions furnished in written, oral, diagrammatic, or schedule form.

Verbal Aptitude : Requires the ability to record and deliver information, to explain procedures, follow oral and written instructions.

Must be able to communicate effectively and efficiently in a variety of technical or professional languages, including computer programming languages.

Numerical Aptitude : Requires the ability to utilize mathematical formulas; to add and subtract totals; to multiply and divide;

and to determine percentages and decimals; to determine interest and discount.

Form / Spatial Aptitude : Requires the ability to inspect items for proper length, width and shape.

Motor Coordination : Requires the ability to coordinate hands and eyes rapidly and accurately in using computer equipment.

Manual Dexterity : Requires the ability to handle a variety of items, office equipment, control knobs, switches, etc. Must have minimal levels of eye / hand / foot coordination.

Color Discrimination : Does not require the ability to differentiate between colors and shades of color.

Interpersonal Temperament : Requires the ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under varied levels of stress.

Physical Communication : Requires the ability to talk and / or hear : (talking : expressing or exchanging ideas by means of spoken words;

hearing - perceiving nature of sounds by ear). Must be able to communicate via telephone.

AMERICANS WITH DISABILITIES ACT (ADA) REQUIREMENTS

The City of Portsmouth is an Equal Opportunity Employer. ADA requires the city to provide reasonable accommodations to qualified individuals with disabilities.

Prospective and current employees are invited to discuss potential accommodations with the employer.

This is a class description and not an individual position description. A class specification defines the general character and scope of duties and responsibilities of all positions in a job classification but is not intended to describe and does not necessarily list all the essential job functions for a given position in a classification.

This class description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as needs of the employer and the requirements of the job change.