Job Description

ABOUT THE ROLE:

The Technical Support Specialist will play a vital role in providing exceptional customer service and technical support to our hybrid workforce. This role encompasses a wide range of responsibilities including helpdesk support, hardware and software troubleshooting, user account management, and device deployment. The ideal candidate will possess a strong technical aptitude, excellent communication skills, and a passion for staying current with emerging technologies.

The Technical Support – Level 1 researches and analyzes issues, recommends the best course of action on resolving issues. The incumbent will understand and adhere to all City standards and best practices while analyzing proposed solutions, and developing recommendations which support management decisions, and the City’s mission.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Provide outstanding customer service and maintain a professional demeanor while addressing user inquiries and technical issues.
• Respond to helpdesk calls via Microsoft Teams and provide timely support to our hybrid workforce.
• Collaborate with the support team to log and update over 7,000 helpdesk tickets annually.
• Monitor and manage the BMC Track-It helpdesk queue, taking ownership of incoming requests and ensuring timely resolution.
• Offer first-level support for enterprise applications such as Peoplesoft, Viewpoint Cloud, and Munis.
• Configure and deploy PCs and laptops to end-users utilizing enterprise network imaging tools.
• Create and manage user accounts and groups via Active Directory Manager.
• Enroll city-issued mobile devices using the Workspace One application and distribute them to users.
• Engage in ongoing training to maintain a high level of proficiency in the latest technologies.
• Analyze connectivity issues with Azure Virtual Desktop using the Control Up application.
• Collaborate with system managers to troubleshoot departmental hardware and software issues.
• Contribute to the creation and maintenance of documents in the department wiki knowledgebase.
• Update device recommendations documents as new models and technologies become available.
• Participate in team meetings to address outstanding issues and coordinate ongoing tasks.
• Provide regular updates on assigned projects in the Smartsheet application.
• Assist in the set-up & breakdown of audio/video equipment for meetings and after-hours events.
• Perform other related duties as assigned by the Technical Support Manager.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Proficient in routine hardware troubleshooting for various devices including computers, monitors, printers, tablets, and scanners.
• Demonstrated proficiency in Microsoft Windows operating systems and Microsoft Office 365 suite.
• Strong communication skills, both verbal and written, with the ability to interact effectively with users and colleagues.
• Experience providing remote technical support in a professional environment.
• Basic understanding of hardware components and their relevance to Local Area Networks (LANs) and Wide Area Networks (WANs).
• Knowledgeable in PC and server hardware support, software applications design, and network fundamentals.
• Familiarity with Android, iOS, and Windows mobile device systems.
• Understanding of mobile device management solutions and their implementation.

MINIMUM QUALIFICATIONS:

• One to three (1-3) years of experience performing technical support duties in a mid-size organization.

• Bachelor’s degree in Computer Science, Information Technology, or equivalent combination of education, experience, and training.

PHYSICAL DEMANDS: Ability to access, input, and retrieve information from a computer. Answer telephones and maintain multiple files. Must read and analyze large quantities of information. Must have sufficient mobility to get back and forth from office to off-site meetings. Ability to lift 25 lbs.

Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions.

WORK ENVIRONMENT Work is conducted primarily in an office environment with standard lighting, air conditioning, computers, and other standard office equipment, but also involves meetings in other offices or facilities.Position may be eligible for hybrid work under the City’s Telework Policy, depending on operational needs.

APPLICATION PROCEDURE

All applicants must provide the following materials:

• Resume

• Cover Letter