Current Employment Opportunities with the City of Meridian:
Job Title: Support Specialist
Department: Information Technology
Reports To: Service Desk Manager
Open Date: September 7, 2023, First Review Date September 29, 2023
Salary: $28.57
Job Summary:
Under the direction of the Service Desk Manager the Support Specialist performs a variety of technical duties related to the installation, maintenance, and support of the city’s computers, related hardware and software. This position supports the help desk in a tier two role, including supporting first responder’s mobile data terminals (MDT), and deploying computers and peripheral devices.
Essential Duties & Responsibilities:
Maintain and troubleshoot mobile data terminals (MDT);
Assist in researching, procuring, configuring, testing, and deploying new MDT technology;
Provide technical support to first responders and field workers;
Provide after-hours emergency support;
Communicate, interact, and collaborate with other agencies relative to similar technology systems and issues;
Support, manage and troubleshoot mobile broadband devices and VPN connections;
Serve as end user support in diagnosing and troubleshooting issues;
Research, procure and install software and hardware necessary to meet or improve departmental operations;
Upgrade and support existing hardware and software systems;
Maintain and troubleshoot various mobile devices;
Deploy new computers and hardware replacements;
Create and maintain computer images;
Coordinate with IT Asset Management Coordinator to accurately process inventory changes and internal invoices related to deployments;
Transfer user’s files, shortcuts, and computer settings;
Troubleshoot printer hardware and software issues;
Provide printer preventative maintenance;
Assist contractors and vendors on deploying and maintaining leased and purchased department multi-function printer devices;
Perform on site repair of printer hardware equipment and or software;
Coordinate and supervise on site repairs needed from contractors or vendors;
Assist in managing computer updates and service packs;
Assist in updating and maintaining citywide technology policies;
Create and maintain documentation;
Document and record help desk tickets;
Assist in maintaining and creating IT standard operating procedures;
Maintain and create help files;
Assist in maintaining and tracking inventory;
Support VoIP phone system;
Assist with configuring and terminating Ethernet connections;
Assist with maintaining and organizing cabling and labeling in telecom closets and data center;
Perform client troubleshooting in regards to DHCP, DNS, GPO and AD issues;
Manage users and groups in Active Directory;
Manage permissions and file shares;
Update and maintain DHCP reservations;
Provide support for Exchange, email, and spam filter issues;
Support audio and video systems throughout city facilities;
Support and facilitate hardware, software, and live streaming for State of the City, City Council, and other public meetings;
Support and troubleshoot audio / video systems, including projectors, TVs, speakers and other associated audio and video equipment throughout city facilities;
Other duties as assigned.
Job Specifications:
Associates Degree in Computer Science, Information Systems, Electronics or Networking; comparable experience may be substituted for education;
Two years’ experience providing technical support to computer users dealing with computer software and hardware.
Knowledge, Skills & Abilities:
Knowledge of principles and practices of computer and network operation;
Knowledge of network telecommunications concepts and installation practices;
Knowledge of operating system and software upgrade procedures;
Ability to perform normal preventative maintenance practices on computer systems;
Knowledge of imaging tools such as Acronis, Ghost, or Windows Deployment Services;
Knowledge of Windows client operating systems and basic Active Directory functions;
Ability to support multiple diverse and legacy applications;
Ability to conduct technical research on information services technologies;
Must be able to operate and demonstrate proficiency with computers and communications equipment;
Must be able to install, operate, and trouble-shoot standard operating systems, software packages and associated devices;
Must be able to quickly define, diagnose and resolve user problems with computer hardware and software related problems;
Ability to manage multiple complex tasks and projects simultaneously;
Must be able to maintain confidentiality and security of data;
Must be able to document and keep accurate records;
Possess strong technical writing skills;
Ability to understand and follow oral and/or written policies, procedures and instructions;
Ability to resolve technical issues over the phone, email, and in person;
Must be able to communicate clearly and concisely both orally and in writing;
Willingness to foster a team environment and be open to input from others;
Must be able to work well under pressure and without supervision;
Must be able to maintain a professional demeanor during stressful situations;
Ability to make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures.
Work Environment and Physical Demands:
Work is performed primarily in an office environment with moderate noise level;
Occasionally work environment will include outdoor weather conditions, extreme temperatures, with areas of dust, odors, etc.;
Requires sitting at a desk or computer terminal for long periods of time and ability to lift up to 60 lbs.;
Requires clarity of speech and hearing, which permits the employee to communicate effectively;
Requires clear vision to read printed materials and computer screen to accomplish work;
Requires repetitive movement of the wrists, hands, and/or fingers;
Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.
Travel Requirements:
Local travel is required. Must hold a valid driver’s license.
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