TECHNICIAL SUPPORT SPECIALIST I

About the Department

Performs intermediate skilled technical work assisting with troubleshooting and updating computer systems; does related work as required. Work is performed under the limited supervision of the Director of Information Technology.

 

This is medium work requiring the exertion of 50 pounds of force occasionally, up to 20 pounds of force frequently, and up to 10 pounds of force constantly to move objects; work requires climbing, balancing, stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, and repetitive motions; vocal communication is required for expressing or exchanging ideas by means of the spoken word; hearing is required to perceive information at normal spoken word levels; visual acuity is required for color perception, preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, use of measuring devices, assembly or fabrication of parts at or within arms’ length, operation of machines, determining the accuracy and thoroughness of work, and observing general surroundings and activities; the worker is subject to inside environmental conditions, and hazards.

Position Duties

Installing, configuring, upgrading and troubleshooting personal computers (PC); troubleshooting network and telecommunications systems; diagnosing, tracking, resolving, and documenting issues.
Installs and sets up printers, multi-function printers (MFP), or large format printers.
Distributes use of printers to end users.
Provides support of printer issues and contacts third party vendors as needed.
Mobile device troubleshooting and resolution.
Sets up and manages remote access to end users’ messages.
Assists users with issues with utilizing Unified Communications.
Assists with issues for sending or receiving a fax.
Deploys new desktops, laptops, portable devices, and all associated accessories.
Troubleshoots issues with desktops, laptops, portable devices, and all associated accessories.
Follows lifecycle polices for desktops, laptops, and portable devices.
Assesses issues and escalates to the proper solution provider.
Provide call support for organization help desk on a rotating basis.
Provides prompt, knowledgeable, and professional service to end users, citizens, and third-party organizations.
Performs related tasks as required.

Minimum Qualifications

General knowledge of data processing procedures for machine production of records and decision making information; general knowledge of modern office procedures, methods, techniques, and equipment; general knowledge of programming techniques and mathematics as applied to computer operations; general knowledge of the operations, characteristics, and requirements of a computer configuration; skill in the use of personal computers, related software applications, hardware and peripheral equipment; ability to troubleshoot and resolve user and system problems; ability to train others in computer hardware and software applications; ability to communicate effectively orally and in written form; ability to establish and maintain effective working relationship with associates and vendors.

EDUCATION AND EXPERIENCE:
Any combination of education and experience equivalent to a high school diploma or GED and moderate experience in installing hardware and software and networking computers.

Other Qualifications

Required Certifications: CompTIA A+
Optional Certifications: Network+, Linux+, Server+
Possession of an appropriate driver’s license valid in the State of North Carolina.

 

Provides municipal services and public safety for Monroe residents.