Support Specialist

City of Meridian; United States; On-site; USD 35,000 - 50,000; Full time

Job summary

The City of Meridian in the United States is seeking a Support Specialist to assist with installation, maintenance, and support of the city’s computers, hardware, and software. You will work in a tier two role to support first responders’ MDTs and deploy computers and peripherals.

Responsibilities include MDT troubleshooting, deploying new technology, providing technical support to field workers, and after-hours support. Collaboration with other agencies and IT policy updates are required.

Qualifications

• Associates Degree in Computer Science, Information Systems, Electronics or Networking.
• Two years’ experience providing technical support to computer users.
• Comparable experience may substitute for education.

Responsibilities

• Troubleshoot MDTs, deploy new hardware, and support printers.
• Provide technical support to first responders and field workers.
• Assist in maintaining and creating IT standard operating procedures.

Skills

Active Directory

DHCP

DNS

VPN

Windows OS

IT support

Education

Associates Degree in Computer Science

Tools

Acronis

Ghost

Windows Deployment Services

Job description

Salary

$31.13, per hour

Job Summary

Under the direction of the Service Desk Manager the Support Specialist performs a variety of technical duties related to the installation, maintenance, and support of the city’s computers, related hardware and software. This position supports the help desk in a tier two role, including supporting first responder’s mobile data terminals (MDT), and deploying computers and peripheral devices.

Essential Duties & Responsibilities

• Maintain and troubleshoot mobile data terminals (MDT);
• Assist in researching, procuring, configuring, testing, and deploying new MDT technology;
• Provide technical support to first responders and field workers;
• Provide after-hours emergency support;
• Communicate, interact, and collaborate with other agencies relative to similar technology systems and issues;
• Support, manage and troubleshoot mobile broadband devices and VPN connections;
• Serve as end user support in diagnosing and troubleshooting issues;
• Research, procure and install software and hardware necessary to meet or improve departmental operations;
• Upgrade and support existing hardware and software systems;
• Maintain and troubleshoot various mobile devices;
• Deploy new computers and hardware replacements;
• Create and maintain computer images;
• Coordinate with IT Asset Management Coordinator to accurately process inventory changes and internal invoices related to deployments;
• Transfer user’s files, shortcuts, and computer settings;
• Troubleshoot printer hardware and software issues;
• Provide printer preventative maintenance;
• Assist contractors and vendors on deploying and maintaining leased and purchased department multi-function printer devices;
• Perform on site repair of printer hardware equipment and or software;
• Coordinate and supervise on site repairs needed from contractors or vendors;
• Assist in managing computer updates and service packs;
• Assist in updating and maintaining citywide technology policies;
• Create and maintain documentation;
• Document and record help desk tickets;
• Assist in maintaining and creating IT standard operating procedures;
• Maintain and create help files;
• Assist in maintaining and tracking inventory;
• Support VoIP phone system;
• Assist with configuring and terminating Ethernet connections;
• Assist with maintaining and organizing cabling and labeling in telecom closets and data center;
• Perform client troubleshooting in regards to DHCP, DNS, GPO and AD issues;
• Manage users and groups in Active Directory;
• Manage permissions and file shares;
• Update and maintain DHCP reservations;
• Provide support for Exchange, email, and spam filter issues;
• Support audio and video systems throughout city facilities;
• Support and facilitate hardware, software, and live streaming for State of the City, City Council, and other public meetings;
• Support and troubleshoot audio / video systems, including projectors, TVs, speakers and other associated audio and video equipment throughout city facilities;
• Other duties as assigned.

Job Specifications

• Associates Degree in Computer Science, Information Systems, Electronics or Networking;
• comparable experience may be substituted for education;
• Two years’ experience providing technical support to computer users dealing with computer software and hardware.

Knowledge, Skills & Abilities

• Knowledge of principles and practices of computer and network operation;
• Knowledge of network telecommunications concepts and installation practices;
• Knowledge of operating system and software upgrade procedures;
• Ability to perform normal preventative maintenance practices on computer systems;
• Knowledge of imaging tools such as Acronis, Ghost, or Windows Deployment Services;
• Knowledge of Windows client operating systems and basic Active Directory functions;
• Ability to support multiple diverse and legacy applications;
• Ability to conduct technical research on information services technologies;
• Must be able to operate and demonstrate proficiency with computers and communications equipment;
• Must be able to install, operate, and trouble-shoot standard operating systems, software packages and associated devices;
• Must be able to quickly define, diagnose and resolve user problems with computer hardware and software related problems;
• Ability to manage multiple complex tasks and projects simultaneously;
• Must be able to maintain confidentiality and security of data;
• Must be able to document and keep accurate records;
• Possess strong technical writing skills;
• Ability to understand and follow oral and/or written policies, procedures and instructions;
• Ability to resolve technical issues over the phone, email, and in person;
• Must be able to communicate clearly and concisely both orally and in writing;
• Willtingness to foster a team environment and be open to input from others;
• Must be able to work well under pressure and without supervision;
• Must be able to maintain a professional demeanor during stressful situations;
• Ability to make sound and reasonable decisions in accordance with laws, ordinances, regulations and established procedures.

Work Environment and Physical Demands

• Work is performed primarily in an office environment with moderate noise level
• Occasionally work environment will include outdoor weather conditions, extreme temperatures, with areas of dust, odors, etc.;
• Requires sitting at a desk or computer terminal for long periods of time and ability to lift up to 60 lbs.;
• Requires clarity of speech and hearing, which permits the employee to communicate effectively;
• Requires clear vision to read printed materials and computer screen to accomplish work;
• Requires repetitive movement of the wrists, hands, and/or fingers;
• Requires sufficient personal mobility and physical reflexes, which permits the employee to function in a general office environment to accomplish tasks.

Travel Requirements

• Local travel is required.
• Must hold a valid driver’s license.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

City of Meridian is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.

The City of Meridian is unable to provide visa sponsorship at this time. This includes, but is not limited to, H-1B and F-1 visa categories. Candidates must possess valid work authorization in the United States that does not require employer sponsorship.

The City of Meridian's mission is simple: to ensure the well-being and prosperity of our residents. We strive to uphold the highest standards of customer service, accountability, respect, and excellence in all our endeavors. Guided by equity, transparency, and fairness, we work tirelessly to meet the diverse needs of our community. Our dedicated team tackles complex challenges with innovative solutions, from enhancing infrastructure to promoting sustainability. We're committed to building a prosperous and sustainable future. Collaboration lies at the heart of our approach. By partnering with residents, businesses, and stakeholders, we foster dialogue and cooperation to drive positive change. Driven by a deep sense of responsibility, we listen, advocate, and act in the public's best interest. Together, we can build a stronger, more resilient society where every voice is heard and every individual has the opportunity to thrive.

Join us and be part of a team that is making a difference in the lives of our residents every day.