It Systems Support Specialist

All applicants of this position will be required to complete an online Civil Service exam after the application deadline. Applicants will receive the exam invitation via the email address used on their application.

Owensboro Municipal Utilities

IT Systems Support Specialist

Job Description

Job Code: 156

Exempt: No

Civil Service: Yes

Random Drug Screen: No

Residency Requirement: No

Department: Customer Service and Shared Services

Reports To: IT Manager

Location: Main Office

GENERAL DESCRIPTION OF POSITION

The intent of this description is to provide a representative summary of the major duties and responsibilities performed by employees on this job. Employees may be required or assigned other related activities, projects, or tasks other than those specifically presented in this description. The requirements are representative of the knowledge, skill and/or ability needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Under the direction of the IT Manager, evaluates and maintains the integrity and performance of computing equipment, including peripherals. Provides first level Helpdesk support and works with users routinely to resolve personal computing issues. Provides advanced trouble shooting skills and hardware repair. Documents licensing and equipment installations for all personal computing requirements. Recommends and procures computer equipment, including peripherals. Must be able to effectively use interpersonal and communication skills including tact and diplomacy.

ESSENTIAL DUTIES AND RESPONSIBILITIES

1. Maintains computing environment by identifying personal computing requirements; installing upgrades; securing electronic data.
2. Establishes desktop specifications by conferring with users; analyzing application requirements, security requirements, and procurement as necessary.
3. Meets user needs by planning and executing the selection, installation, configuration, and testing of PC hardware, software, and peripheral equipment.
4. Provides Helpdesk support in an effective and professional manner.
5. Analyzes diagnoses and resolves basic and complex PC problems for various end users. Implements and recommends corrective hardware solutions.
6. Secures system by developing system access, monitoring, control, and evaluation.
7. Maintains documentation and records. Assists in lifecycle planning.
8. Helps to maintain inventory of hardware and software.
9. Upgrades personal systems by conferring with users and vendors; developing, testing, evaluating, and installing enhancements and new software.
10. Submits information for budgets and monitors expenses.
11. Designs and conducts training programs for users.
12. Stays abreast of technology and trends Updates job knowledge by participating in educational opportunities; reading professional publications; participating in professional organizations.
13. Maintains the highest level of confidentiality with data, systems and information for the organization, users and security.
14. Accomplishes organization's goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
15. Must be available for after hour work, projects and emergency response.
16. Perform any other related duties as required or assigned.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

EDUCATION AND EXPERIENCE

Knowledge of a specialized field (however acquired), such as basic accounting, computer, etc. Equivalent of four years in high school, plus night, trade extension, or correspondence school specialized training, equal to two years of college, plus 12 to 18 months related experience and/or training, or equivalent combination of education and experience.

COMMUNICATION SKILLS

Ability to effectively communicate information and respond to questions in person-to-person and small group situations with customers, clients, general public and other employees of the organization.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, ratios, and proportions to practical situations.

CRITICAL THINKING SKILLS

Ability to solve practical problems and deal with a variety of known variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, or diagram formats.

REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS

Valid Driver's License

PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS

Not indicated.

SOFTWARE SKILLS REQUIRED

Advanced: Other

Intermediate: Contact Management, Database, Programming Languages

INITIATIVE AND INGENUITY

SUPERVISION RECEIVED

Under general supervision where standard practice enables the employee to proceed alone on routine work, referring all questionable cases to supervisor.

PLANNING

Considerable responsibility with regard to general assignments in planning time, method, manner, and/or sequence of performance of own work; may also occasionally assist in the planning of work assignments performed by others within a limited area of operation.

DECISION MAKING

Performs work operations which permit frequent opportunity for decision-making of minor importance and also frequent opportunity for decision-making of major importance; the latter of which would affect the work operations of other employees and/or clientele to a moderate degree.

MENTAL DEMAND

Moderate mental demand. Operations requiring almost continuous attention, but work is sufficiently repetitive that a habit cycle is formed; operations requiring intermittent directed thinking to determine or select materials, equipment or operations where variable sequences may be selected by the employee.

ANALYTICAL ABILITY / PROBLEM SOLVING

Moderately structured. Fairly broad activities using moderately structured procedures with only generally guided supervision. Interpolation of learned things in somewhat varied situations.

RESPONSIBILITY FOR WORK OF OTHERS

Responsibility for work of others: Not indicated.

RESPONSIBILITY FOR FUNDS, PROPERTY and EQUIPMENT

Regularly responsible for property where carelessness or error would result in only minor damage or minor monetary loss. Almost continuous care and attention is required when handling this property in order to prevent loss.

ACCURACY

Probable errors of internal scope should ordinarily be detected within the department or office in which they occur, but may affect the work of others within the unit, requiring additional expenditure of time to trace errors and make all necessary corrections. Errors would require a moderate amount of time to correct.

ACCOUNTABILITY

FREEDOM TO ACT

Generally controlled. General processes covered by established policies and standards with supervisory oversight.

ANNUAL MONETARY IMPACT

The amount of annual dollars generated based on the job's essential duties / responsibilities. Examples would include direct dollar generation, departmental budget, proper handling of organization funds, expense control, and savings from new techniques or reduction in manpower.

None. Job does not create any dollar monetary impact for the organization.

IMPACT ON END RESULTS

Modest impact. Job has some impact on the organizations end results, but still from an indirect level. Provides assistance and support services that facilitates decision making by others.

PUBLIC CONTACT

Occasional contacts with patrons on routine matters.

EMPLOYEE CONTACT

Contacts of considerable importance within the department or office, such as those required in coordination of effort, or frequent contacts with other departments or offices, generally in normal course of performing duties. Requires tact in discussing problems and presenting data and making recommendations, but responsibility for action and decision reverts to others.

USE OF MACHINES, EQUIPMENT AND/OR COMPUTERS

Regular personal computer support, technical help, and/or basic software support, database analysis, level I technician, project coordination, installation and help desk.

WORKING CONDITIONS

Normal working conditions as found within an office setting, wherein there is controlled temperature and a low noise level, plus a minimum of distractions.

ENVIRONMENTAL CONDITIONS

The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the functions of this job, the employee is frequently exposed to outdoor weather conditions, risk of electrical shock, risk of radiation; and occasionally exposed to work near moving mechanical parts, work in high, precarious places, fumes or airborne particles, toxic or caustic chemicals. The noise level in the work environment is usually loud.

PHYSICAL ACTIVITIES

The following physical activities described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions and expectations.

Moderate diversity, low physical. Work activities which allow for a moderate amount of diversity in the performance of tasks which are not as varied as those positions with high-level diversity and decision-making.

While performing the functions of this job, the employee is frequently required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, talk or hear; and occasionally required to sit, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move more than 100 pounds; frequently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision; distance vision; color vision; peripheral vision; depth perception; and ability to adjust focus.

ADDITIONAL INFORMATION

Knowledge and Abilities

Associate degree in computer science or related field needed. Must have quality customer service skills, a strong work ethic, and is a team player with the ability to work well independently. Must possess above average organizational skills, excellent communication skills, and problem solving skills. Must have the ability to learn, understand and apply new technology, new developments and applications. Relevant work experience will be considered in lieu of educational background.

Experience

One or more years of personal computing and Helpdesk support experience is desired. Must possess strong skills in multi-tasking, troubleshooting, desktop repair, security applications, and Helpdesk etiquette. Basic Windows scripting skills required.