IT Support Specialist

GENERAL STATEMENT OF DUTIES

Performs a variety of administrative, clerical, office and communications duties independently requiring a comprehensive understanding of information technology, the organizational and departmental mission, rules, regulations, procedures and services.

DISTINGUISHING FEATURES OF THE CLASS

An employee in this class serves as the first point of contact for the IT Department for support requests via phone, email, and walk-ins. Work involves triage of employee concerns and needs, execution or delegation to the appropriate IT staff member. The employee serves as the principal administrative support for the IT Department; oversees and coordinates all administrative functions within the department. Work is performed under the supervision of the IT Director and is evaluated through conferences, accuracy and completeness of work and service delivery.

DUTIES AND RESPONSIBILITIES

• Serves as Tier 1 IT support helpdesk providing first line support for IT request; screens walk-ins, phone calls, emails and delegates appropriately and/or enters into departmental ticketing system.
• Responds to requests promptly, ascertains technical information, provides problem resolution whenever possible and dispatches as appropriate.
• Manages incidents and requests with adequate documentation until resolution.
• Resolves problems within area of assignment and escalates to appropriate staff as needed.
• Oversees all IT office administration with focus on supporting the IT Department’s efficiency and operations.
• Prepares, maintains, and/or reviews purchase orders, accounts payable, credit card reconciliation, and financial records.
• Reviews and submits department timesheets and monthly expense reports.
• Assists in annual budget preparation and review processes.
• Assists with travel arrangements as needed and processes monthly expense reports.
• Assists in scheduling, arranging, and coordinating weekly department meetings and weekly updates for management.
• Operates a variety of office equipment/software including copiers, desk phones, cell phones, digital faxing, and computers.
• Responsible for inventory and requisition of various supplies and materials, as required.
• Cross trains with other IT positions as instructed by the IT Director.
• Enhances personal proficiency and knowledge of City information systems and technology; stays current with IT industry trends and explores ways to effectively apply new technologies.
• Learns, trains, and supports employees on various matters such as website changes, SmartFusion, email, and Microsoft Office Suite.
• Participates in the rotation of operating technical equipment at council meetings.
• Performs additional duties as required.

KNOWLEDGE, SKILLS, AND ABILITIES

• Knowledge of the operation, uses, and capabilities of personal computers, virtual desktop infrastructure, mobile devices and peripheral equipment.
• Knowledge of internet services, mobile applications, personal computer software systems, and their capabilities.
• Knowledge of general office practices and equipment including but not limited to scanners and copiers.
• Knowledge of the operation, uses, and capabilities of Microsoft Office 365, Internet browsers, Adobe, and Windows operating environment.
• Skill in analyzing problems and identifying a solution.
• Ability to train customers on office automation hardware and software systems.
• Ability to perform deductive reasoning, problem isolation, and troubleshooting.
• Ability to establish and maintain effective working relationships with the public, department heads, government officials, City employees, and vendors.
• Ability to communicate effectively, both orally and in writing, and to prepare and maintain accurate records and reports.

EDUCATION AND EXPERIENCE

• Graduation from an accredited college or university with an associate degree in computer science, information systems, computer engineering or related field.
• 3-5 years of experience in the operation of data processing equipment in an office support role, preferably in a North Carolina unit of local government in a similar position; or an equivalent combination of education and experience providing the necessary knowledge, skills and abilities to adequately perform the essential duties may be considered.

SUPERVISOR RESPONSIBILITIES

• None.

WORKING CONDITIONS

• Work is performed in an inside environment with controlled environmental conditions without exposure to harmful conditions.

PHYSICAL REQUIREMENTS

• Must be able to perform the basic life operational skills of climbing, stooping, kneeling, reaching, standing, walking, fingering, grasping, talking, hearing and repetitive motions.
• Must be able to perform light work exerting up to 10 pounds of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects.
• Must possess visual acuity to inspect and operate a computer terminal, hardware, and equipment, install and maintain equipment, and read and interpret data. Vocal communication is required for expressing or exchanging ideas by means of the spoken word. Hearing is required to perceive information at normal spoken word levels.

SPECIAL REQUIREMENTS

• Legally eligible to work in the United States.
• Possession of a valid North Carolina Class C Driver’s License.
• Must have ability to work a flexible schedule; requires some evening, weekend, holiday, and on-call work.

HIRING RANGE: $48,057-61,321

ACKNOWLEDGEMENT

I have reviewed this job description. I understand the contents and that the City has the right to alter this job description at any time without notice. By signing below, I certify that I understand and agree that this job description applies to my current position, and I am responsible for meeting the requirements outlined.

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Employee Signature Date