City of Evanston
City of Evanston
Salary Range: $33.44 – $46.82*/Hour
*Starting salary is dependent upon qualifications, but in most cases is no higher than the midpoint for range.
NATURE OF WORK:
Under the general direction of the Chief Information Officer (CIO) and the direct supervision of the Service and Delivery Manager, the Technical Support Specialist (TSS) is primarily responsible for providing end user support of computer hardware and software, virtual desktops, Active Directory account access, mobile devices, IP phones, printers, copiers, other network-attached devices. Additionally, assists with IT-related projects and provides prompt response and resolution.
ESSENTIAL FUNCTIONS (Specific assignment will include some or all of the following):
• Efficiently troubleshoots computer hardware and software issues in a courteous, professional, skillful and expeditious manner
• Assists and backups the Service & Delivery Manager in assigning and managing the service desk.
• Deploys new and existing desktops/laptops/peripherals.
• Assists in the management and assignment of VMware Horizon View virtual desktops
• Creates and updates master operating systems images using Windows Deployment Services or similar.
• Installations and supports of Video Conferencing systems and peripherals.
• Performs Adds/Moves and Changes as well as basic troubleshooting of Cisco IP phones.
• Answers and appropriately handle incoming customer support requests via the City’s online service desk system Zendesk (including escalation of problems as appropriate)
• Documents, tracks, and monitors all problem/resolution activity in the service desk tracking system to ensure a timely resolution.
• Basic troubleshooting of all city applications to identify local or system wide problems.
• Basic network troubleshooting of Cisco devices and network connectivity.
• Installs PC software applications and grants access to SAS solutions as necessary.
• Rotates off-hours support coverage with other IT Staff.
• Continuous development of problem-solving techniques and the creation of more efficient support methods.
• Participates in team projects that enhance the quality of our service levels.
• Assists in IT related purchasing activities as well as shipping and receiving.
• Performs other IT related operations, administration and maintenance functions as requested.
MINIMUM REQUIREMENTS OF WORK:
Must possess a high school diploma or GED and must possess four (4) or more years of work experience with desktop technical support or other equivalent technical support position. Possession of an associate degree or higher in a related discipline from an accredited college or university is preferred.
• Must possess a valid driver’s license and a safe driving record.
Experience that results in possession of the below Knowledge, skills, and abilities in the following areas:
• Excellent verbal and written communication skills.
• Strong commitment to customer service.
• Strong knowledge of the Windows operating system.
• Experience supporting network connectivity issues both wireless and wired.
• Basic understanding of network management including various kinds of network devices (e.g., switches and routers)
• Experience supporting the technical needs of end users with varying levels of computer skills.
• Ability to establish and maintain effective working relationships with a diverse group of internal and external customers.
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 indoor environmental office conditions.
SUPERVISION:
The Technical Support Specialist reports to the Service and Delivery Manager. The employee is responsible for prioritizing work tasks and for identifying and utilizing the appropriate resources and staff to resolve a problem or situation. Performance is reviewed at least annually through observation, completion of projects, status reports, service desk performance, customer feedback, and meetings.
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 required to provide proof of licenses, certifications, and education required for this position. Candidates will also be subject to qualifying pre-employment processes, including medical examination, drug/alcohol screen, employment verification, and criminal background check.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person’s race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status, or gender identity. The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847-448-8204 (voice) or 847-866-5095 (TTY).
