IT Support & Training Specialist II

City of Cleveland

Cleveland (OH)

On-site

USD 52,000 - 76,000

Full time

7 days ago

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Job summary

City of Cleveland is seeking a Technical Support Specialist II to join the IT service desk. The role emphasizes strong problem-solving, communication, and teamwork, with proficiency in PC/Mac software and network troubleshooting.

The successful candidate will record issues in Track-IT, assist with asset management, and train staff on new software and hardware while ensuring high-quality customer service and timely issue resolution.

Qualifications

Bachelor's degree in Computer Science or related field.
Three to five years of related professional experience.
Demonstrated experience in developing and conducting presentations and training.
Strong problem-solving, communication and customer service skills.

Responsibilities

Triage technical and case management system issues via phone, email, using VNC, and in person.
Record and document all issue details in Track-IT with priority and categorization.
Document asset moves/adds/changes with proper categorization in the service desk tool.
Train other staff on troubleshooting and diagnostics.
Write, edit, and revise training manuals for software and hardware.
Diagnose and resolve network and computer system problems.
Follow up with customers to ensure full resolution.
Remotely assist clients to fix problems.
Analyze help desk calls and implement remedies and preventative procedures.
Participate in IT process re-engineering and monitor logs for improvements.
Advise Court personnel on changes in procedures and best practices.
Provide quality service that meets public expectations with courtesy and respect.