IT SUPPORT SPECIALIST

Job Function:

Under general supervision, the purpose of the position is to provide entry level technical hardware operations, software applications, network, and internet systems support to City employees, promoting efficient and organized operation of departmental activities. Employees in this classification are responsible for receiving, investigating and resolving technical problems and requests. After-hours work is required for this position. 

Essential Duties:

The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such functions are a logical assignment to the position.

1. Installs, configures, maintains and repairs computer/server hardware and software; responds to software and hardware requests to improve the efficiency and effectiveness of each department.
2. Installs and maintains the City wired and wireless computer network and related systems, internet connections, telecommunications devices and related equipment.
3. Provides technical support to end-users; receives questions and problems, determines the nature of the request, and resolves independently or obtains expert support.
4. Troubleshoots, Researches, analyzes and repairs routine to moderately complex software and hardware issues.
5. Provides setup and technical support for internal and external city related meetings.
6. Retrieves, repairs or disposes of damaged equipment and hardware according to departmental support policies and procedures.
7. Troubleshoots, maintains and repairs wired and wireless computer network and related systems, internet connections, telecommunications devices and related equipment.
8. Take after-hours calls and provide support via telephone, remote access, or on-site.
9. Performs other related duties as directed. Additional duties may be representative of tasks typically performed by those in a lesser or more advanced job grade. All other duties as directed.

Knowledge, Skills, and Abilities:

• Ability to install, configure, maintain and repair computer/server hardware and software.
• Knowledge of the methods, tools, and techniques applied to troubleshoot and create software solutions for existing or new applications in standalone and networked environments.
• Knowledge of the various other technical disciplines of the industry, e.g., web management, database management, network administration, desktop support functions.
• Author and maintain technical documentation on system support models, common issues and solutions, as well as self-service documentation for other IT staff and end users to reference
• Ability to utilize personal computers, standard office equipment and standard software applications, e.g., word processors, database software, spreadsheet applications.
• Ability to establish and maintain effective working relationships with employees, division and department heads, and other public/private sector contacts
• Interface and maintain effective communication with end users and other IT team members when analyzing, updating and resolving tickets

Required Qualifications:

• An Associate’s degree and three (3) to five (5) years hands-on experience with the installation and troubleshooting of computer software and hardware, demonstrating advanced technical skills related to local and wide area networks and information systems.  Or, a comparable amount of training, education or experience may be substituted for the above minimum qualifications
• Must possess and maintain a valid Florida Driver’s License
• Must be able to take and respond to after-hours support calls.
• Complete the required National Incident Management System (NIMS) training within 6 months of completion of probationary period.

Physical Demands:

• While performing the essential functions of this job the employee is frequently required to stand, walk, sit; use hands to finger, handle, or feel; talk or hear; and lift and/or move up to 35 pounds.
• While performing the essential functions of this position the employee is rarely exposed to disagreeable environmental factors.

Working Conditions:

• Multi-site, general office environment.

(Reasonable accommodations will be made in accordance with existing ADA requirements for otherwise qualified individuals with a disability.)

Note: Job Descriptions are only intended to present a descriptive summary of the range of duties and responsibilities associated with specified positions. Therefore, specifications may not include all duties performed by individuals within a classification. In addition, specifications are intended to outline the minimum qualifications necessary for entry into the class and do not necessarily convey the qualifications of incumbents within the position.

This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. If E-Verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact Department of Homeland Security (DHS) or Social Security Administration (SSA) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment. Employers can only use E-Verify once you have accepted a job offer and completed the Form I-9. E-Verify Works for Everyone For more information on E-Verify, or if you believe that your employer has violated its E-Verify responsibilities, please contact DHS.

The City of Mount Dora is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City of Mount Dora will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Mount Dora is a drug-free, smoke-free, EOE.