Job Description

Job Location: FL - Lake Wales, FL 33853
GENERAL PURPOSE
To provide; computer hardware, software, peripheral and telephone technical support. Assist in implementing complex projects and performs other work as required.
SUPERVISION RECEIVED
Works under the general supervision of the IT Network Administrator.
SUPERVISION EXERCISED
None.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Respond to Helpdesk trouble tickets for; hardware and software related trouble. Attempts to resolve the trouble; and if additional support is needed, forwards the trouble ticket to the appropriate support personnel or vendor.
Coordinate third party maintenance and repairs deemed necessary. Acts as liaison to service representatives to ensure trouble is resolved and follows up with client until the trouble is resolved.
Provision new hardware using cloning/imaging techniques and tools provided by the city. Physically replace hardware as directed and follow disposal procedures for old hardware.
Clean and performs preventive maintenance on equipment.
Perform data entry functions, such as work orders, equipment tracking.
Operate a City vehicle to travel to various City facilities to perform assigned duties. Work is subject to emergency and on-call status.
This is not intended to be an all-inclusive listing of essential job functions; other essential functions may be required.
PERIPHERAL DUTIES
Conducts miscellaneous research or other activities as required. Provides backup to related or subordinate positions as required. Other duties as assigned.

QualificationsDESIRED MINIMUM QUALIFICATIONS
Education and

Experience:
(A) Successful completion of high school or possession of an acceptable equivalency diploma, and.
- Formal training in computer operations and maintenance and at least one year of computer support experience; or
- Any equivalent combination of education and experience.
Necessary Knowledge, Skills and Abilities:
- General knowledge of the principles, practices, methods, and techniques associated with supporting and trouble-shooting personal computer hardware, application software, telephone and peripherals.
- Knowledge of Windows operating systems and configuration settings.
- Ability to follow directions and complete assignments efficiently and accurately.
- Ability to provide telephone and remote support for questions or trouble related to the information system.
- Ability to maintain a friendly and professional manner; when receiving complaints.
- Ability to communicate clearly and concisely in both written and oral communications; ability to communicate technical concepts to non-technical persons.
- Ability to establish and maintain effective working relationships with supervisors, co-workers, other City employees, and members of outside agencies.
SPECIAL REQUIREMENTS
Possession of a valid Florida Class E driver's license and a good driving record as determined by the City of Lake Wales.
TOOLS AND EQUIPMENT USED
A wide variety of computer hardware and software such as personal computers, servers, printers, operating systems, backup utilities, routers, modems. General office equipment such as telephone, fax machines, copier, etc. Printed materials such as manuals and books.
PHYSICAL DEMANDS
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 frequently required to sit, walk, talk and hear. Occasionally the employee is required to climb, stoop, kneel, crouch, crawl, push, pull, lift and reach with hands and arms.
Repetitive motions; use of hands to finger, handle, or operate keyboards, objects, tools, or controls.
Requires routine lifting of objects weighing from 10 to over 50 pounds and frequent lifting of objects weighing less than 10 pounds.
Specific vision abilities required by this job include close vision and the ability to adjust focus; deals largely with the use of a computer screens and extensive reading.

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Mainly the worker is subject to inside environmental conditions, noise and isolation. Noise level in the work environment is usually quiet.