JOB LISTING

Technical Support Specialist

Organization: City of Evanston

Summary:

Technical Support Specialist
Location:	Evanston Civic Center
Department:	Administrative Services Department
Pay range:	$30.336 - $37.304/hour*
# of openings:	1

Description:

Description

Application deadline: Open until filled. Review of applications will begin 10 days from the posting opening date.

*Starting salary is dependent upon qualifications, but in most cases is no higher than the midpoint for the range.

NATURE OF WORK:

Under the general direction of the IT Division Manager and the direct supervision of the Technical Support Supervisor, the Technical Support Specialist (TSS) is primarily responsible for providing end user support of computer hardware and software, Active Directory account access, Cisco IP Phones, mobile devices, printers, and all other peripheral devices to internal staff at the City of Evanston. In this function, the Technical Support Specialist II is responsible for maintaining all operating system master images for the purpose of repair, updates and new deployments. Success for this position is defined as courteous, professional, skillful, and expeditious resolution of our internal customer’s technical issues.

ESSENTIAL FUNCTIONS (Specific assignment will include some or all of the following):

Efficiently troubleshoot computer hardware and software issues in a courteous, professional, skillful and expeditious manner
Create and update master operating systems images with Windows Deployment Services.
Assist and backup Technical Support Supervisor in assigning and managing the service desk
Deploy new and existing desktops/laptops/peripherals
Configure, troubleshoot and repair mobile devices
Support of presentations and presentation AV systems
Cisco IP phone Adds/Moves/Changes and basic trouble shooting
Answer and appropriately handle incoming customer support requests via phone and the City’s online help desk system (including escalation of problems as appropriate)
Document, track, and monitor all problem/resolution activity in the support desk tracking system to ensure a timely resolution
Trouble shooting of all city applications to identify local or system wide problems
Troubleshooting of Cisco devices
First and second level support for personal computer upgrades and installations
Assist in hardware and software asset management
Rotate off-hours support coverage with other teammates
Continuous development of problem solving techniques and the creation of more efficient support methods
Participate in team projects that enhance the quality of the help desk service level, and promote technical and career growth
Assist in IT-related purchasing activities, as well as shipping and receiving
Other IT-related operations, administration, and maintenance functions as requested.

Requirements:

MINIMUM REQUIREMENTS OF WORK:

A Bachelor’s Degree in Computer Science or a related field from an accredited college or university and a minimum of five years hands-on experience troubleshooting, maintaining, and upgrading networked based computers and peripherals. Industry certifications a plus.

An in-depth knowledge of Microsoft operating systems, Microsoft Office products, Cisco Networking, and basic server room operations
Experience working with network devices, including switches and routers. Experience working with Windows Server, including Active Directory
Experience working as a Technical Support Specialist at an organization the size and complexity of the City of Evanston (1,000 user accounts across 16 buildings)
Provide excellent customer service
Understanding of help desk operations
Experience supporting the technical needs of end users with varying levels of computer sophistication;
Ability to lead and train users on various technologies
Experience with troubleshooting and resolving issues related to personal computers and associated software and peripherals
Ability to establish and maintain effective working relationships with a diverse group of internal and external customers (e.g., employees, citizens, and elected officials)

PHYSICAL REQUIREMENTS OF WORK:

Ability to work primarily in a sedentary position, occasionally using force to lift up to 50 pounds and/or 20 pounds frequently, carry or otherwise move objects normally found in an office setting including computers and/or printers. The employee is subject to common inside environmental office conditions.

NECESSARY SPECIAL REQUIREMENTS:

Valid driver’s license and safe driving record

SUPERVISION:

Technical Support Specialist reports to the Technical Support Supervisor. Work is assigned through specific projects related to strategic planning initiatives and through general goals and objectives set by senior City management. The employee is responsible for prioritizing work tasks and for identifying and utilizing the appropriate resources and staff to resolve a problem or situation and/or research and analyze specific programmatic data. Performance is reviewed at least annually through observation, completion of projects, status reports, service desk performance, customer feedback, conferences, and meetings. Guidance is provided through the City Code, BPI methodology, departmental policies, City operating practices and procedures (Ethics/Purchasing), and other resources as applicable to the specific duties/projects assigned. Performance is formally evaluated with respect to project management, service desk performance, problem-solving skills, customer service, research and analytical skills, written and verbal communication, information technology problem-solving and procedural analysis, and performance in accordance with this classification standard.

Special Instructions:

Please mention you learned of this employment opportunity on the Careers In Government website.

PUBLIC CONTACT:

The employee has frequent contact with City employees; regular contact with vendors; and occasional contact with the general public and outside agencies

SELECTION METHOD TYPE OF ELIGIBILITY LIST LIFE OF ELIGIBILITY LIST

Structured Oral Interview

Qualifications Assessment

To apply for this position, please apply online at www.cityofevanston.org on or before the closing date.

Chosen candidates will be subject to a qualifying pre-employment medical examination and drug/alcohol screen.

The City of Evanston is committed to making all public meetings accessible to persons with disabilities. Any citizen needing mobility or communications access assistance should contact the Facilities Management Office at 847-866-2916 (voice) or 847-448-8052 (TTY).

Job Category:

Information, Technology & Communication Services
Sciences
Skilled Trades
Administrative Analysis & Research

Department:

Administrative Services

Location:

2100 Ridge Ave.
City: Evanston
State: Illinois
Zip: 60201
Country: UNITED STATES

Email:

humanresources@cityofevanston.org

Job Type:

Full-time

Job Level:

Mid to Senior Level