PRIMARY PURPOSE

The Technical Support Specialist will provide technical assistance and support to end-users regarding hardware, software, and network-related issues. This role involves diagnosing and troubleshooting problems, providing timely and accurate customer feedback, and ensuring customer satisfaction.

SUPERVISION AND GUIDELINES

Reports to IT Director

ESSENTIAL FUNCTIONS, DUTIES AND RESPONSIBILITIES

Respond to technical support requests via phone, email, or chat
Diagnose and troubleshoot hardware, software, and network and printer issues.
Provide step-by-step technical help, both written and verbal.
Install, modify, and repair computer hardware and software.
Document and track customer issues and resolutions.
Assist in the setup and configuration of new systems and applications.
Provide training and support to end-users on various software and hardware systems.
Ensure all support requests are resolved in a timely and efficient manner.
Maintain and upkeep inventory of all Hardware.
Create, Update and disable User active directory accounts
Provides audio/visual support to include setup, testing, troubleshooting and tear down of presentation and confrencing equipment for all meetings and city events.
Create and maintain Standard Operating Procedures (SOPs) and technical documentation
Assist with basic Inspection of Public Records Act (IPRA) requests involving electronic records, including email, electronic communications, and text messages, in accordance with applicable policies and retention requirements.
Other dutes as assigned

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of Windows systems, software installation, printer set up Certification in IT support (e.g., CompTIA A+, Microsoft Certified IT Professional).

MINIMUM QUALIFICATIONS

Degree in Computer Science, Information Technology, or a related field (or 2 years of equivalent experience). Strong understanding of computer systems, mobile devices, and other tech products. Familiarity with remote desktop applications and help desk software. Excellent problem-solving and communication skills. Ability to work independently and as part of a team. Strong customer service orientation. Ability to manage multiple tasks and prioritize effectively.

ENVIRONMENT AND PHYSICAL FACTORS

Office environment with occasional long periods of standing May require occasional evening or weekend work to resolve critical issues.

Pay:

$26.76 - $28.90 per hour

Benefits:

Dental insurance Employee assistance program Flexible schedule Paid time off Professional development assistance Retirement plan Tuition reimbursement Vision insurance

Work Location:

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