I.T. Support Specialist

City of Casper; Casper (WY); On-site; USD 42,000 - 64,000; Full time

Job summary

City of Casper seeks an IT Support Technician to join the Information Technology team and provide hands-on technical help to City employees. You will troubleshoot hardware, software, networks, and printers, assist with accessibility and access issues, and coordinate with vendors to resolve problems.

You will also promote cybersecurity best practices, configure workstations, and research technology solutions for efficient city operations.

Qualifications

• High school diploma or GED required.
• Minimum two years of experience providing information technology support.
• Associate's degree in computer science or closely related field preferred, or equivalent experience.

Responsibilities

• Troubleshoot hardware, software, network, and connectivity issues.
• Set up and configure computers, software, printers, and other equipment.
• Help employees resolve technology and access issues.
• Install and replace PC components and peripherals.
• Promote and support cybersecurity practices across the organization.
• Research technology solutions and recommend hardware or software.

Skills

Troubleshooting

End-user support

Hardware & software setup

Cybersecurity practices

Communication (verbal & written)

Documentation & testing

Education

High school diploma or GED

Associate's degree preferred

Job description

Assigned to: Information Technology

TURN YOUR SKILLS INTO PUBLIC SERVICE

Are you the person others turn to when technology isn't working? Do you enjoy troubleshooting problems, helping people, and finding solutions?

The City of Casper is looking for an IT Support Technician to join our Information Technology team. This is a hands-on role supporting the technology City employees rely on every day to serve our community.

What Your Day May Look Like

• Troubleshoot hardware, software, network, and connectivity issues
• Set up and configure computers, software, printers, and other equipment
• Help employees resolve technology and access issues
• Install and replace PC components and peripherals
• Support applications and coordinate with vendors when needed
• Promote and support cybersecurity practices across the organization
• Research technology solutions and recommend hardware or software
• Explain technical information in a way that makes sense to non-technical users

Incumbents are responsible for providing advanced technical support to maintain, install, troubleshoot and upgrade desktop workstations, software applications, networks, servers, and related peripherals.

REPORTING STRUCTURE

1. Provides advanced technical support to end-users by responding to questions regarding hardware and software malfunctions; trains users on application software, hardware, network and internet use.
2. Promotes, adheres to, and communicates cybersecurity standards throughout the organization.
3. Installs and troubleshoots printers and other peripherals; resolves connectivity issues.
4. Installs and replaces standard PC components.
5. Establishes database and network connections.
6. Prepares and configures workstations for use which includes transferring files, installing software, and testing compatibility.
7. Coordinates technical support with vendors for installations, repair, and/or maintenance issues.
8. Coordinates administration of special application software with the Information Technology Division and other departments.
9. Coordinates the use of GIS applications with GIS staff.
10. Conducts research on specialized software applications and develops recommendations as assigned.
11. Prepares specifications for new hardware and software purchases as assigned.
12. Represents the City of Casper by responding to the public, citizens, its employees, and others in a prompt, professional, and courteous manner while continuously maintaining a positive customer service demeanor.
13. Performs other duties of a similar nature or level.

Knowledge (position requirements at entry): Knowledge of:

• Applicable hardware, software, and peripheral equipment.
• Customer service principles.
• Applicable hand tools and diagnostic equipment.
• Computer back-up, file transfer, and restoration principles.
• Essential system administration functions for application software.

Abilities (position requirements at entry): Ability to:

• Provide technical support at City Council meetings after normal business hours.
• Read, analyze and interpret general business manuals or procedures.
• Routinely demonstrate the City of Casper core values.
• Follow all City safety rules and procedures and immediately report all accidents/incidents or unsafe conditions to a supervisor.
• Effectively present information and respond to questions about computers and software.
• Communicate clearly and concisely, both orally and in writing.
• Operate a variety of modern office equipment and tools including specialized software.
• Work on a variety of tasks simultaneously.
• Maintain a neat and professional appearance.
• Communicate effectively verbally and in writing.
• Follow written and verbal instructions.
• Establish and maintain effective working relationships with those contacted in the course of work.

Skills (position requirements at entry): Skill in:

• Troubleshooting and repairing hardware, software, and peripheral problems.
• Installing hardware and software.
• Providing end-user support.
• Communicating technical information to a non-technical audience.
• Creating operating system images.
• Attention to detail.
• Operating in a courteous, knowledgeable and tactful manner with customers, staff and the general public.
• Operating modern office equipment, software and operating systems/applications.
• Oral and written communication sufficient to exchange or convey information and to receive work direction.

EDUCATION and EXPERIENCE:

• High school diploma or equivalent (G.E.D.) required.
• Minimum two years of experience providing information technology support.
• Associate's degree in computer science or a closely related field is preferred, or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed below.

LICENSING and CERTIFICATION REQUIREMENTS:

• Possession of a valid Wyoming Driver's License is preferred.
• CompTIA or Microsoft certification(s) preferred.

The above job description is intended to represent only the key areas of responsibilities; specific position assignments will vary depending on the business needs of the department.

This position may be eligible to naturally progress to an Administrative Assistant II. Prior to any natural progression, a Department Head must justify that there is an operational need, and budget accordingly, prior to an incumbent obtaining the necessary requirements, or regularly performing work at the higher level.

Women, minorities, and individuals with disabilities are encouraged to apply.

Employment with the City of Casper is contingent upon a successful background screen and pre-employment drug test.

As a condition of employment, the successful candidate must utilize direct deposit for payroll purposes.

Driving records are required for all new employees regardless of the position's driving requirements. If the employee has not held a Wyoming driver's license for the last three years, the employee must provide at their own initiation and expense a driving record from their previous state(s) of residence.

Physical and Environmental Conditions:

City of Casper employees that perform safety sensitive tasks are subject to pre-employment and/or random drug testing. These tasks include, but may not be limited to:

• Emergency response/rescue
• Handling or working with hazardous materials, including chemicals as well as solid and liquid waste
• Operating or maintaining water and wastewater systems
• Maintaining City computer and data systems including networks, servers, communication systems, etc.
• Driving for the City of Casper, whether essential or non-essential
• Operating power-driven machinery or equipment
• Handling confidential information, including personnel, health, financial, or attorney-client information
• Working with or around children

Positions in this class typically require: stooping, kneeling, crouching, reaching, standing, walking, pushing, pulling, lifting, grasping, talking, hearing, seeing and repetitive motions.

Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work and the worker sits most of the time, the job is rated for Light Work.

Incumbents typically work indoors in an office environment and are subject to the common noises associated with office work including telephones, copiers, and printers. The position requires frequent sitting, typing, and customer contact, both by telephone and in person.