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Form of workJob Summary
Under general direction and in compliance with standard operating procedures and policies, provides hardware and software support, responds to helpdesk requests, and communicates status updates to users. Regularly exercises a moderate level of discretion in the interpretation and application of policies, operating procedures, and rules. Serves as technical support and technical resource to end users on a wide variety of systems and software applications. Provides support via phone, remote access, or desk-side as needed to minimize user downtime. Provides support during normal business hours (8-hour rotation between 7:00am - 5:30pm) as well as after-hours, on-call support. Provides support for desktop operating systems, applications, hardware (PCs, laptops, printers, copiers, etc.), smartphones, tablets, security video, equipment relocation, and upgrades. Prioritizes tickets, communicates effectively and professionally with users, peers, and management, and coordinates with vendors for external support. Works various assignments which may include assignment at City Hall, Law Enforcement Center, or other locations.
Essential Functions
% of Time
- Respond to Break/Fix Issues & Phone Queue: Address break/fix issues as users report problems to the service desk. Additionally, work proactively with users to address potential problems. Break/fix includes problems with any supported hardware or software. Answer service desk calls from phone and email queues when at desk.
45%
- Provide Software Support: Resolve issues with Microsoft-based software such as Windows and Microsoft Office up to and including 365, as well as other software used by the organization. Work on issues with other, third-party applications such as anti-virus, user-specific applications, or business line applications. Research and test new software. Remove software deemed malicious. Check for software patches/updates and apply accordingly.
20%
- Provide Hardware Support: Re-image existing hardware, deploy new hardware, and move existing data and configurations to new hardware. Address any issues with peripherals such as printers, copiers, and phones. Address users' hardware for speed/performance issues, malware, spyware, and viruses. Determine if hardware meets specifications for new software. Set up conference rooms with needed peripherals and/or devices.
20%
- Utilize Ticketing Application & Provide Communication: Update progress of all work performed daily in helpdesk ticketing application. Abide by all support procedures and Service Level Agreement. Effectively communicate status updates with affected user(s) and manager. Utilize vendor-based support when needed. Escalate to the server or network team as needed.
10%
- Provide Miscellaneous Support: Work with Police Department on public safety camera video requests. Maintain required certifications for support purposes. Participate in special IT projects as requested by Manager.
5%
Perform other duties as assigned.
Job Requirements
- Associate degree in computer science or information technology related field. Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job may be substituted.
- Over two (2) years of experience in an information technology field.
Preferred Qualifications
- A+ certification.
Driver's License Requirements
- Valid South Carolina Class D Driver's License.
Performance Requirements
Knowledge of:
- Various hardware, software, and networking systems being supported.
- Methods used to troubleshoot and repair hardware, software, or network systems.
- Malicious software programs and their removal.
- Microsoft-based software such as Windows, Microsoft Office up to and including 365, Outlook, and any other software used by the City.
- Hardware specifications for installing new software.
- Re-imaging existing hardware, deploying new hardware, and moving existing data and configurations to new hardware.
- Personal computers, laptops, printers, copiers, scanners, phones, tablets, security video, equipment relocation, and upgrades.
- Confidentiality protocols and processes.
Ability to:
- Research and resolve hardware, software, or network problems.
- Collaborate and communicate with any City employee or third-party vendor when necessary.
- Update the progress of all work performed daily in helpdesk ticketing application.
- Answer calls, listen carefully, extract useful information in order to utilize excellent problem-solving, communication, and interpersonal skills in understanding and resolving technical issues.
- Exercise patience with users from various departments.
- Present a customer friendly attitude and work successfully in a team environment.
- Prioritize tickets based on severity and immediacy.
- Research, learn, and test new software or hardware.
- Provide after-hours, on-call support on a rotational basis.
- Maintain high level of confidentiality of City information.
- Maintain required certifications for support purposes.
- Troubleshoot and repair hardware, software, or network systems.
- Drive a City vehicle to work sites.
- Read, analyze, and interpret general business periodicals, professional journals, technical journals, and department and organization policies and procedures.
- Make mathematical calculations and draw logical conclusions.
- Write reports, prepare business letters, summarize meeting minutes, and compose emails in a clear and professional manner.
- Operate general office equipment to include scanner, printer, copier, external hard drives, peripherals, smartphones, tablets, computers, other end user hardware, telephone, screwdriver, power tools, and air compressor.
- Utilize specialized software and systems to include Microsoft Office Suite up to and including 365, end user operating systems, end user applications, anti-virus and malware removal applications, and a wide range of business line applications.
Working Conditions
Primary Work Location: Office environment, vehicle, and outdoors at City satellite sites.
Protective Equipment Required: None.
Environmental/Health and Safety Factors:
Relatively free from unpleasant environmental conditions or hazards. Occasional exposure to mechanical hazards and electrical hazards.
Physical Demands:
Continuously requires vision, hearing, and talking. Frequently requires fine dexterity. Occasionally requires standing, walking, lifting, carrying, sitting, reaching, kneeling, pushing/pulling, foot controls, balancing, bending, and crouching. Rarely requires handling, crawling, climbing, and twisting. Medium strength demands include exerting 20-50 pounds occasionally and up to 20 pounds frequently.
Mental Demands:
Frequently requires time pressures, emergency situations, frequent change of tasks, irregular schedule/overtime, performing multiple tasks simultaneously, working closely with others as part of a team, tedious or exacting work, and noisy/distracting environment.
Americans with Disabilities Act Compliance
The City of Greenville is an Equal Opportunity Employer. To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions. Prospective and current employees should contact Human Resources to request an ADA accommodation.
Disclaimer
The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Employment Type: Full Time
