Job Description
City of Quincy
Job Description
JOB TITLE: IT Support Specialist DATE: July 2022
DEPARTMENT: Information Technology FLSA STATUS: Exempt
POSITION SUMMARY:
Under general supervision, the IT Support 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 with desktop computer hardware/software, virtual desktop hardware/software, peripherals, network connectivity and telecommunications. The IT Support Specialist reports to the Director of Information Technology and/or IT Manager.
JOB FUNCTIONS:
- Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer 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.
- Responsible for ensuring that all helpdesk tickets are completed promptly and efficiently.
- Train and support all staff for the purpose of new technology implementations.
- Assist in supporting new IT Technicians and new organization employees.
- Support additional technology used in City Council broadcasts and social media platforms.
- Shall provide additional staff development and training as needed.
- Provides technical support on desktop computers, monitors, printers, software and telecommunications.
- 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 insure completeness and timeliness and that documentation conforms to department standards.
- Performs various other duties as assigned by the Director of Information Technology and/or IT Manager.
- Participate in on-call rotation
REQUIREMENTS:
EDUCATION:
Bachelor 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 organization’s 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 knowledge of LAN/WAN administration, including switching, routing, 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
SUPERVISORY RESPONSIBILITIES: (Direct Reports)
None
EQUIPMENT TO BE USED:
Computers, fax machines, telephones, calculators, and general office equipment
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.
- 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 and/or IT Manager.
- 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.
