Technical Support Specialist II

Pay $28.82/Hour - $35.11/Hour

Nature of Work, Essential Functions & KSA's

You can do great work and love what you do with the City of Delaware. We are an organization that succeeds because of teamwork, dedication, diversity, and the innovative spirit of all our employees. The City of Delaware is an award-winning local government organization known for its professionalism, customer service orientation and a strong commitment to distinctive and well-planned community development. The work environment is stable with excellent benefits and retirement packages. Our mission is to ensure an effective government, a healthy economy, being a safe city and welcoming you to be a part of this great community!   

Under the immediate direction of the Deputy IT Director/Security Officer, the Technical Support Specialist II, provides timely and accurate troubleshooting for hardware and software issues. This position analyzes, resolves, and maintains both hardware and software for networks, email, desktops, and telecommunications by interacting with end-users via phone, email, or messaging while providing exemplary customer service.

ESSENTIAL FUNCTIONS: For purposes of 42 USC 12101

1. Places software into production by loading software into computer; entering necessary commands.
2. Places hardware into production by establishing connections; entering necessary commands.
3. Audits hardware inventory in Lansweeper of in-use items.
4. Maximizes use of hardware and software by training users; interpreting instructions; answering questions.
5. Maintains system capability by testing computer components.
6. Prepares reference for users by writing operating instructions.
7. Maintains historical records by documenting hardware and software changes and revisions.
8. Maintains client confidence and protects operations by keeping information confidential.
9. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies.
10. Contributes to team effort by accomplishing related results as needed.
11. Assists in the provision of IT consultation and technical guidance to City departments in the selection, operation, and maintenance of personal computers.
12. Manages the installation, diagnostics and troubleshooting of basic problems with equipment, connections, and nodes, including workstations, servers, printers, switches, routers and peripheral equipment.
13. Assists in the preparation and recommendation of standards for the use of personal computer system and telephone system resources.
14. Assists in the development of documentation for network management, as well as recommended procedures related to the provision of data services. Assists the Technical Support Specialist III in configuration of networking equipment.
15. Assists with administering Office 365, AD, patch management, new/existing user accounts, server and application licensing, remote access, antivirus protection for all computers and servers on premise.
16. Manages the maintenance, operation and troubleshooting of LEADS (State of Ohio Law Enforcement Automated Data System) system at the Police Department.
17. Assists in the identification and recommendation of external vendors to complete computer, telephone, and computer operations implementations. Administers the telephone system.
18. Updates the system, as appropriate, and modifies and maintains system backup procedures.
19. Perform other related duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES

KNOWLEDGE 

• Microsoft Office applications (e.g., Outlook, Word, Excel, Publisher, Access, Sharepoint, OneNote, and Teams) and other computer software.
• City and Department goals and objectives.
• City and Department policies and procedures.
• Government structure and process.
• Standard office procedures.
• Customer service procedures and techniques.
• Common information technologies and systems.
• Operating characteristics, capabilities, limitations and service requirements of personal computer and related peripheral equipment.
• Hardware and software used in mainframe and personal computer systems.
• Troubleshooting methods related to computer hardware and peripherals, software, and networks.
• Current trends and developments in the field of personal computer technology by attending meetings, training sessions, and reading relevant material.
• Familiarity with multiple information and communications systems, including Analog and Digital Voice, Voice over IP, Data, Imaging, and Office Automation.
• Wiring networking cable and jacks.

SKILLS

• Excellent organization, attention to detail, accuracy, time management, and critical thinking skills.
• Using tact, discretion, initiative, and independent judgment within established guidelines.
• Civic engagement and customer service.
• Microsoft applications including the most recent versions of Windows Professional Workstation, Windows Server, SQL Server, Exchange Server, and Office 365.
• Training to meet company safety standards.
• Communicating complex concepts to a general audience.
• Troubleshooting common IT problems.

ABILITIES

• Deal with many variables, define and solve problems, collect, analyze, and interpret data, establish facts and determine specific action.
• Operate assigned equipment.
• Organize and complete multiple projects simultaneously with limited supervision.
• Maintain a high level of confidentiality about information within the office.
• Add, subtract, multiply, and divide.
• Calculate fractions, decimals, and percentages.
• Prepare correspondence.
• Compile and prepare reports.  
• Understand and follow written and oral instructions, policies, and procedures.
• Be honest, dependable, and trustworthy.
• Maintain effective working relationships.
• Communicate effectively, both in oral and written form.   
• Exercise independent judgement and discretion.
• Work in a professional office environment.
• Analyze work papers, reports, and special projects.
• Identify and interpret technical and numerical information.
• Observe and problem solve operational and technical policy and procedure issues.
• Interpret and explain technical concepts to individuals and groups with varying knowledge and/or understanding of such concepts. 
• Identify, analyze, and assess personal computer and network problems and take appropriate corrective action whether over the phone, remotely or on site.
• Install, monitor, modify and maintain systems software and prepare complex computer programs for business applications.
• Adjust or make recommendations as appropriate for software/hardware.
• Use various hand tools and testing equipment in repair, adjustment, or problem identification of personal computers and related equipment.
• Improvise solutions to issues.

Physical Requirements & Working Conditions

EQUIPMENT OPERATED
Computer, copier, phone, and other standard/modern office equipment; computer software (e.g., Microsoft Office, Mitel Director, PDQ Deploy, LanSweeper, and other applicable computer software). 

PHYSICAL REQUIREMENTS

1. The primary duties of this position are performed in a general office environment with occasional visits to off-site City facilities.
2. Sufficient clarity of speech and hearing or other communications capabilities, with or without reasonable accommodation, which permits the employee to discern verbal instructions and to communicate effectively with others in person and over the telephone.
3. Sufficient visual acuity, with or without reasonable accommodation, which permits the employee to comprehend written work requests, to diagnose and detect problems and to develop effective system solutions.
4. Sufficient manual dexterity, with or without reasonable accommodation, which permits the employee to operate computer equipment and other office equipment.
5. Sufficient personal mobility and flexibility, with or without reasonable accommodation, which permits the employee to work in an office setting.
6. Sufficient ability and strength to lift, carry or otherwise move objects up to fifty (50) pounds for varying distances.

Training, Experience, and Qualifications

EDUCATION/EXPERIENCE

1. Possession of a high school diploma or GED equivalency.
   • Bachelor's degree from an accredited college or university with major course work in computer science or closely related field preferred. 
2. Three (3) to five (5) or more years of responsible experience in technical support for personal computer hardware and software systems, utilizing networks.
3. Possession of an A+ Certification from CompTIA preferred.
4. Possession of a valid State of Ohio driver's license and ability to maintain insurability under the City's vehicle insurance policy.
5. Regular and reliable attendance
6. Any combination of training and experience which will indicate the possession of the skills, knowledge and abilities listed below.

Supplemental Information / Special Requirements

ADDITIONAL INFORMATION:
The City of Delaware offers a complete benefits package to full-time employees including: health, dental, and life insurance, retirement pension and savings plans, paid holidays, vacation, sick leave, and longevity pay and in many positions, paid uniforms or clothing allowance. This position is part of the Management Pay Plan.  Details about the compensation and benefits for this position can be found in the agreement by clicking here.

The information above is intended to be illustrative of the kinds of duties that may be assigned to the position and should not be interpreted to describe all the duties which may be required of employees holding this position.

The City of Delaware is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. In compliance with the Americans with Disabilities Act (ADA) and the Americans with Disabilities Act Amendment Act (ADAAA), the City of Delaware will provide reasonable accommodations, upon reasonable request, to qualified individuals with disabilities and encourages both prospective employees and incumbents to discuss potential accommodations with the employer.