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Computer Support Specialist, Senior

Company: City of Boynton Beach, FL
Location: Boynton Beach
Posted on: November 25, 2022

Job Description:

Purpose of Classification The purpose of this classification is to perform front-line support and lead technical support to multiple levels of end users within a multi-vendor, multi-platform network environment, including advanced technical work relating to the installation, maintenance, operation, and administration of the City's computer systems and business applications. Essential Functions The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned. Provides guidance, training, and assistance to employees; organizes, prioritizes, and coordinates work; monitors status of work in progress troubleshoots problem situations; assists with interviews for Tier 1 applicants; assists with training, coaching, and developing new Tier 1 staff. Coordinates the Help Desk work order process from inception to resolution; obtains details of problems from customer by telephone, by email, or in person; triages and classifies work orders according to problem type and priority; analyzes problem, attempts to resolve during initial contact, and informs customer when additional time/resources will be needed; documents all relevant information regarding nature/circumstances of problem, along with actions taken and tools/resources used; communicates with customer to provide status updates, included expected resolution timeframe; reassigns, escalates, or enlists technical support from internal staff when needed; provides customer with directions for resolution via telephone, e-mail, PC remote control, onsite visit in person, or onsite visit by third-party support; updates work order information; provides courtesy follow-up to ensure customer satisfaction. Monitors local area network (LAN) and wide area network (WAN) resources; verifies that enterprise document imaging services are online; monitors LAN/WAN performance reporting problems to department management and Tier 2 technical staff. Performs website administration; publishes new content and updates on website; collects, analyzes, and disseminates site activity data; studies emerging technologies. Coordinates purchase and implementation of technology products; evaluates new technologies and products for possible purchase; reviews requests for purchases; matches customer needs to product specifications; obtains price quotes; coordinates purchasing process with procurement staff and vendors; tracks status of orders through delivery; installs and configures products; delivers products to customers and conducts testing to ensure proper operations; performs follow-up to verify customer satisfaction. Manages the department annual computer replacement plan. Provides general support for the Information Technology Services (ITS) Department; monitors overall status of Help Desk; provides status reports to management; works with ITS management staff to develop work process strategies and procedures. Performs general technical support tasks; performs installation, configuration, or upgrading of equipment hardware, peripheral equipment, and software programs; performs data backups onto tape, diskette or other media; verifies backups; stores backups in secured location; restores data from backup tapes as needed; performs computer maintenance and preventive maintenance tasks, such as cleaning equipment, replacing components/parts, loading paper into printers, clearing paper jams, or replacing ribbons/toner cartridges; ensures the security and integrity of computer data by implementing passwords and security procedures, maintaining access controls, and monitoring system access. Provides information, training, assistance, and technical support to users regarding computer operations, procedures, problems, software applications, maintenance, and related issues; responds to operational requests of users; responds to complaints and questions; troubleshoots user problems, researches problems, and initiates problem resolution. Works with subject matter experts and third-parties to ensure optimal performance of line of business applications and systems. Works with vendors to resolve problems, implement solutions, and maintain acceptable levels of performance from hardware/software components. Compiles or monitors administrative and/or statistical data; analyzes data and identifies trends; summarizes data and prepares reports. Prepares or completes various forms, reports, correspondence, work orders, status reports, email updates, performance analysis reports, inventory records, or other documents. Receives or refers to various forms, reports, correspondence, purchase requisitions, purchase orders, delivery slips, invoices, web log files, printer logs, inventory records, status reports, technical reports, periodicals, technical manuals, implementation guides, on-line resources, catalogs, policies, procedures, manuals, directories, reference materials, or other documentation; reviews, completes, processes, forwards or retains as appropriate. Operates a variety of computer systems, peripherals, and other equipment/tools associated with department activities, which may include a personal computer, laptop computer, printer, scanner, network server, backup devices, diagnostic instruments, projector, or general office equipment; utilizes a variety of computer operating systems and software programs, which may include word processing, spreadsheet, database, networking, desktop publishing, graphics, website administration, diagnostic, e-mail, Internet, or other computer programs. Maintains documentation of system activities, operations, modifications, maintenance, repairs, and other activities. Communicates with supervisor, employees, other departments, City officials, system users, technical colleagues, vendors, service providers, the public, outside agencies, and other individuals as needed to coordinate work activities, review status of work, exchange information, resolve problems, or give/receive advice/direction. Maintains a comprehensive, current knowledge of applicable laws/regulations; maintains an awareness of new technologies, products, trends and advances in the profession; reads technical journals and professional literature; maintains professional affiliations; attends workshops and training sessions as appropriate.ADDITIONAL FUNCTIONS Performs general/clerical tasks, which may include answering telephone calls, making copies, sending/receiving faxes, filing documentation, or processing incoming/outgoing mail. Provides assistance to other employees or departments as needed. Performs other related duties as required. Minimum Qualifications MINIMUM QUALIFICATIONS

  • Must possess a high school diploma or valid equivalent.
  • Three (3) years* of verifiable previous work experience involving computer operating systems, system administration, personal computer repair/maintenance and user support.
  • Must possess and maintain at least one of the following certifications:
    • Comp TIA A+
    • Comp TIA Network +
    • Comp Tia Security +
    • Microsoft Technology Associate certificationMust possess (or be able to obtain within fourteen (14) days) and maintain a valid State of Florida driver's license.Must satisfactorily demonstrate to hiring committee that proficient communications, decision-making, planning, presentation, and leadership skills are evident and that management and organizational culture philosophies are aligned with those desired by the City Manager; andMust be eligible to obtain and maintain thereafter, within six (6) months of employment, NCIC/FCIC certification through the state of Florida. *An Associate's Degree or higher in Computer Science, Information Technology, Business Technology or closely related field may be substituted for one (1) year of verifiable previous experience. PREFERRED QUALIFICATIONS --- An Associate's Degree or higher in Computer Science, Information Technology, or Business Technology. --- Possess and maintain more than one of the following certifications:
      • Comp TIA A+
      • Comp TIA Network+
      • Comp TIA Security+
      • Microsoft Technology Associate certification Supplemental Information The ability to clearly communicate Department and City Goals, Policies, Strategic Plans and other key information to employees and peers using multiple communication platforms including e-mail and social media. Effectively communicates with supervisor, employees, other departments, contractors, engineers, companies, vendors, outside agencies, the public, and other individuals as needed to coordinate work activities, review status of work, exchange information, or resolve problems. Accurately and expeditiously receives and delivers messages and information to the appropriate individuals. Ability to prepare accurate and thorough written records and reports. Ability to understand and follow oral and written instructions and to complete assigned tasks with minimal direction. Ability to understand and quickly and accurately follow brief oral and written instructions on moderately complex matters. Ability to establish and maintain harmonious relationships with supervisor, customers, owners, tenants, City officials, other employees, other departments, other governmental and regulatory agencies, and the general public as needed.KNOWLEDGE, SKILLS, AND ABILITIES--- Advanced knowledge of information systems products and services to assist internal users with software application and computer related problems.--- Advanced knowledge of MS Office applications with the ability to provide instruction to users on the use/functions of these applications.--- Advanced knowledge of PC Network Environments.--- Ability to review, classify, categorize, prioritize, and/or analyze data.--- Ability to effectively troubleshoot complex PC/networking issues.--- Ability to work independently to research and solve technical issues with minor assistance.--- Ability to understand business application logic in order to support updates and changes to line of business applications--- Ability to perform mathematical calculations to include: addition, subtraction, multiplication, and division.--- Ability to interpret and calculate decimals and percentages from mathematical calculations.--- Ability to exercise judgment, decisiveness, and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable.--- Ability to train new ITS staff in computer setup and software usage.PHYSICAL AND SENSORY REQUIREMENTS / ENVIRONMENTAL FACTORS Physical Ability : Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (20 pounds). Sensory Requirements : Tasks require the ability to perceive and discriminate colors or shades of colors, sounds, odor, depth, texture, and visual cues or signals. Tasks require the ability to communicate orally. Environmental Factors : Performance of essential functions may require exposure to adverse environmental conditions, such as dust, machinery, vibrations, or electric currents.The City of Boynton Beach, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act (42 U.S. C. 12101 et. seq.), the City of Boynton Beach will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer. The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. A review of this position has excluded the marginal functions of the position that are incidental to the performance of fundamental job duties. All duties and responsibilities are essential job functions and requirements are subject to possible modifications to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent(s) will possess the abilities and aptitudes to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat of significant risk to the health or safety of themselves or others. Requirements are representative of the minimum level of knowledge, skills, and ability.VETERANS' PREFERENCE Certain servicemembers and veterans, and the spouses and family members of such servicemembers and veterans, receive preference and priority in the City's hiring process. Additionally, certain servicemembers may be eligible to receive waivers for postsecondary educational requirements in employment by the City.

Keywords: City of Boynton Beach, FL, Boynton Beach , Computer Support Specialist, Senior, IT / Software / Systems , Boynton Beach, Florida

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