Technical Support Specialist I - Frisco, United States - City of Frisco
Description
Under general supervision of the MIS Supervisor/Desktop Administrator, the Technical Support Specialist assists in providing initial troubleshooting and resolution to City of Frisco systems and network users, provides telephone help desk and/or direct assistance and training to assist users in the most effective use of the City's Management Information Systems.
The intent of this position description is to provide a representative summary of the major duties and responsibilities performed by incumbent(s) in this position.
Incumbent(s) may not be required to perform all duties in this description and incumbent(s) may be required to perform position-related tasks other than those specifically listed in this description.
Sets up, installs, upgrades, maintains, troubleshoots and modifies computer hardware and software for personal desktop computer systems and laptops to best meet the end user needs.
Provides support to end users on a variety of issues from PC desktop or laptop mobile device software installation, software customizations, software and hardware failure analysis, printer support, PC peripheral support, and LAN connectivity support which may include wireless connectivity.
Analyzes and troubleshoots PC computer systems, hardware and computer peripheral failures.Documents, maintains, upgrades or replaces PC hardware and software systems. Upgrades PC software as required.
Installs and configures workstations and operating systems.
Manages desktop problems to ensure timely and complete resolution.
Works with end users and end user groups to evaluate and solve technical problems. Must be knowledgeable with PC administration concepts and practices. MS and Apple Desktop OS, MS Office environment.
Provides computer help desk and on-site assistance to end users in troubleshooting and resolving computer programs, utilization or modification issues.
Conducts research of technical materials, professional journals, publications and vendor materials to maintain and update knowledge of the information technology field, complete assigned or special assignments, review and recommend additional modifications, upgrades or new software and hardware to meet the needs and improve the efficiency and effectiveness of the City's automated management information systems.
Other Important Duties:
May be required to work occasional early mornings, evenings, or weekend shifts.
Performs other related duties as assigned.
Regular and consistent attendance for the assigned work hours is essential.
Knowledge of hardware, software and peripheral equipment maintenance, repair, setup, modification and troubleshooting methods, practices and procedures.
Knowledge of Microsoft System Center Configuration Manager/SCCM.
Proficiency in setting up users accounts in Microsoft Active Directory, Microsoft 365, and Microsoft Exchange.
Knowledge of PC administration concepts and practices. Must be familiar with LAN/WAN/VOIP/WWAN administration concepts and practices.
MS Windows OS, Mac OS, MS Office environment, Active Directory, MS Intune, and MS 365.
Proficient in the setup and installation of current Windows Desktop OS (Windows 7/8/8.1/10 and above).
Proficient in the setup, installation, and troubleshooting of Microsoft Office applications suite both desktop and mobile device versions (Office 2013, 2016, 365).
Proficiency set up and maintenance of printer devices and related equipment.Knowledge of DNS, DHCP, TCP/IP.
Knowledge of customer service and training methods and practices.
Knowledge of Android and iOS mobile platforms.
Knowledge of City policies and procedures.
Skill in responding, troubleshooting and resolving technical automated management information systems issues over the telephone, electronically or on site.
Skill in implementing departmental procedures and objectives.
Skill in resolving customer complaints and concerns.
Ability to communicate effectively, verbally and in writing.
Education, Experience, and Certifications:
Associate degree in Management Information Systems, Computer Science, or related field,
and
one (1) year of LAN, WAN or Microsoft Software maintenance or help desk experience;
or
equivalent combination of education and experience.
A+ Certification, MCITP certification preferred.
May be required to obtain applicable Microsoft Certifications.
Must pass a pre-employment drug screen, physical agility test, criminal background check and MVR check.
Must possess a valid State of Texas Driver's License.
Work is performed in office and on-site environments.
May be subject to electrical currents and electrical shock.
Balancing – maintain equilibrium to prevent falling while walking, standing, or crouching.
Climbing – ascending, descending ladders, stairs, ramps, requires body agility.
Crawling – moving about on hands, knees, or hands, feet.
Crouching – bending body forward by bending leg, spine.
Feeling – perceiving attributes of objects by touch with skin, fingertips.
Fingering – picking, pinching, typing, working with fingers rather than hand.
Grasping – applying pressure to object with fingers, palm.
Handling – picking, holding, or working with whole hand.
Hearing 1 – perceiving sounds at normal speaking levels, receive information.
Hearing 2 – receive detailed information, make discrimination in sound.
Kneeling – bending legs at knee to come to rest at knees.
Lifting – raising objects from lower to higher position, moving objects side to side, using upper extremities, back.
Mental Acuity – ability to make rational decisions through sound logic, deductive reasoning.
Pulling - use upper extremities to exert force, haul or tug.
Pushing – use upper extremities to press against objects with force, or thrust forward, downward, outward.
Reaching – extending hands or arms in any direction.
Repetitive Motion – substantial movements of wrists, hands, fingers.
Speaking – expressing ideas with spoken word, convey detailed, important instructions accurately, concisely.
Standing – for sustained periods of time.
Stooping – bending body downward, forward at waist, with full motion of lower extremities and back.
Talking 1- expressing ideas by spoken word.
Talking 2 – shouting to be heard above ambient noise.
Visual Acuity - prepare, analyze data, transcribing, computer terminal, extensive reading.
Visual Acuity - color, depth perception, field of vision.
Visual Acuity - determine accuracy, neatness, observe facilities/structures.
Visual Acuity - operate motor vehicles/heavy equipment.
Visual Acuity 5 -close acuity for inspection of small defects, machines, use measurement devices, or fabricate parts.
Walking - on foot to accomplish tasks, long distances, or site to site.
Work Environment:
Work performed is primarily medium work, exerting up to 50 pounds of force occasionally, and/or up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects.
Equipment and Tools Utilized:
Equipment utilized includes personal computer, copier, calculator, fax machine, other standard office equipment, hand tools, computer peripherals and department vehicles.