IT Support Specialist
Posted on May 18, 2019 by City of Lake Stevens
Location: Lake Stevens, WA
Job Type: Full-Time
Department: Information Technology
Job Number: 2
Closing: 6/2/:59 PM Pacific
Must be flexible to meet the demands of the end-user and department needs, to include days and evening hours.
The incumbent will provide customer support and training, technical assistance and routine maintenance to the City's enterprise wide systems, with an emphasis on systems in the police department. This includes, but is not limited to, desktops and server hardware, software applications, operating systems, network hardware, connectivity, peripheral devices, telephony, and mobile devices. The incumbent is part of a collaborative work team and is responsive to inquiries from staff regarding the use of workstations, peripheral equipment and full optimization of our computing resources. May be required to work evenings and/or weekends to ensure operational readiness.
Work is characterized by technical duties in the support of day-to-day operations, maintenance and tracking of City-wide technical equipment, software and solutions with an emphasis on police department systems. The incumbent is expected to work proactively and effectively at remote work sites with limited supervision. The incumbent is frequently required to travel to user sites and/or offices to provide second tier computer technical support, resolve technical issues, and provide training for all employees or customers who utilize the City's network infrastructure.
Work is performed under limited supervision. Supervisor sets the overall objectives and resources available. Incumbent and supervisor work together to develop the deadlines, projects, and work to be completed. Incumbent is responsible for the work, plans and carries out the assignment, resolves most conflicts that arise, coordinates work with others, and interprets policies on own initiative in terms of established objectives. Incumbent keeps supervisor informed of progress, potentially controversial matters, or far reaching implications. Work is reviewed in terms of feasibility, compatibility with other work, or effectiveness of results.
Essential Duties and Responsibilities
Essential duties and responsibilities may include, but are not limited to, the following:
- Performs Active Directory duties such as additions/deletions, group membership, group policy management, login scripts and other associated tasks
- Implements the city's patch management solution and Windows Deploy Services
- Assists in the administration of the city's mobile device management solution ensuring mobile devices (smartphone, tablets) are patched, software is up to date, and devices are compliant with security requirements
- Assists in the administration of the City's VOIP telephone systems such as add/move/changes to user's desktop phones
- Configures, deploys, and updates desktops, laptops, and mobile digital computers (MDT/MDC)
- Attends regular New World Systems build teams and serves as the police department's liaison for training and bug fix reporting to the user group
- Assists with operating system upgrades and provides end users with advanced notification of major changes
- Performs regularly scheduled updates on all client computing devices and enterprise applications
- Provides technical support to ensure customer service expectations are being met
- Provides training on various applications to users to ensure users know how to access or use them
- Audits all IT hardware and software assets to ensure compliance with software licensing and capital replacement cycles; provides reports to IT Manager as requested
- Completes assigned projects in a timely manner, on budget, and accurately; reports project status to IT Manager
- Assists in recommending hardware and software solutions
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel; talk; and hear. The employee frequently is required to sit for extended periods of time and type on a keyboard for extended periods of time. The employee is occasionally to frequently required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 35 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision; depth perception; and the ability to adjust focus.
Work is usually performed in an indoor office environment, subject to driving to offsite locations to respond to customers or to investigate issues. While performing the duties of this job, the employee may occasionally be exposed individuals who may possibly be irate or hostile. The noise level in the work environment is usually moderate to loud.
Maybe required to work beyond normal working hours to respond to emergency calls.
Education, Training and Experience Guidelines
Education: Two years of post-secondary education with specialized course work in computer science or related subjects;
Experience: Two (2) years of experience in Information Technology providing customer service, or considerable experience in computer hardware and software repair and maintenance, network administration.
Or: Any combination of education and experience, which provides the applicant with the desired skills, knowledge and ability required to perform the job, may be substituted for these qualifications.
- Principles, practices, methods, and standards of computer operations, operating systems, utility programs, application software, etc.
- Technical knowledge and capabilities of computers and peripheral equipment, such as routers, switches, firewalls, and printers
- Applicable federal, state and local laws, codes, regulations, policies and procedures related to Information Technology and other assigned areas
- Security best practices for servers, desktops and network devices
- Research methods and report preparation and presentation. Structure, organization and interrelationships of city departments, agencies and related governmental agencies and offices affecting assigned functions
- Interpersonal skills using tact, patience and courtesy
- Correct usage of English grammar, spelling, punctuation and vocabulary
- Effective oral and written communication principles and practices to include public speaking and professional business letter writing
- Modern office procedures, methods, and equipment including computers and computer applications such as: word processing, spreadsheets, and statistical databases
- Principles and practices of governmental budget preparation and administration
- Maintain regular, predictable and reliable attendance during scheduled hours
- Participate as a contributing member of a service-oriented team
- Learn computer applications and software and adapt for user application quickly and effectively
- Operate a variety of computers and related equipment
- Conduct technical research, gather and analyze date, and recommend solutions
- Analyze situations accurately and adopting an effective course of action
- Handle multiple tasks accurately and reliably in a busy, demanding work environment
- Effectively schedule and prioritize workload individually and with other staff members
- Maintain confidentiality and communicate with tact and diplomacy
- Understand and follow instructions
- Establish and maintain effective working relationships with assigned team, staff, management, vendors, outside agencies, community groups and the general public
- Demonstrate positive and effective interaction and communication with individuals of diverse social and economic backgrounds
- Analyzing computer problems, investigating cause and providing effective solutions
- Communicate effectively, orally and in writing, including the ability to listen effectively and to explain complex issues and applicable legal requirements, policies, and procedures to internal and external customers
- Valid State of Washington Driver's License; and a driving record which meets the city's requirements
- A+ certification, preferred; or the ability to obtain within six (6) months of hire date or as agreed upon
- Microsoft Certified Professional (MCP), preferred
- Cisco Network Associate Certificate, desired
- Security Certifications, desired
- Completion of position-relevant background check, including fingerprinting and polygraph examination
- Maintain Washington State Patrol Access Security Awareness Training required by Criminal Justice Information Services (CJIS)