Technical Support Specialist II

City of Cleveland; Cleveland (OH); On-site; USD 52,000 - 76,000; Full time

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.

Skills

Problem solving

Communication

Interpersonal skills

Patience

Customer-friendly

Troubleshooting

PC/Mac/MS software

Network repairs

Customer service

Technical writing

Education

Bachelor's in CS or related field

Tools

Track-IT

VNC

Active Directory

SQL Server

Windows Server

Cisco networking

Job description

Technical Support Specialist II

POSITION SUMMARY

This position must be able to perform the duties of a Technical Support Specialist II. Help Desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Familiarity with PC, Mac, and Microsoft software. Experience with Minor Network Repairs and Analysis, Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience, Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems.

ESSENTIAL AND RESPONSIBILITIES include the following: (Other duties may be assigned.)

1. Triage technical and case management system issues and service requests via phone, email, using VNC, and in person.
2. Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Track-IT).
3. Accurately record and document all details of asset moves, adds, and changes for each issue or service request, including categorization and priority into the IT service desk tool of record.
4. Training other staff members on troubleshooting and diagnosing problems.
5. Writing, editing, and revising training manuals for new and updated software and hardware.
6. Diagnosing and resolving problems with networks and other computer systems.
7. Following up with customers to ensure full resolution of issues.
8. Remotely accessing hardware or software for clients to make changes and fix problems.
9. Analyze help desk calls and develops and implements remedies and/or preventative procedures/recommendations on a timely basis.
10. Participate in Business Process Re-Engineering for all IT supported processes.
11. Monitor help desk logs to develop corrective action to address repetitive problems. Participate in training needs assessment for various departments and recommends training based on assessment. Provide feedback to department managers and trainers.
12. Advise and train Court personnel relative to changes in procedures, processes and proper use of hardware and software and case management system.
13. Provide quality service that continuously improves, that meets or exceeds public expectations, and that ensures all are treated with courtesy, dignity, and respect.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned this classification. They are not an exhaustive list of all duties to be performed. Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

None

KNOWLEDGE, SKILLS and ABILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Alternative qualifications may be substituted if sufficient to perform the duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Microsoft Windows 10 required. Windows Server 2012, and/or 2016, Microsoft Active Directory maintenance experience desired.
2. Demonstrated experience with personal computers, printers, desktop productivity software, and local area networks.
3. Excellent oral and written communication skills.
4. Ability to organize and prioritize duties.
5. Microsoft SQL Server2008, SQL Server 2016, Cisco networking and telephony, Exchange Administration, Group Polices, Active Directory skills preferred.
6. Experience with audio video recording and video conferencing preferred.
7. Must have or develop an understanding of the functions of Court departments in order to assess needs and provide appropriate services.
8. Strong customer service skills required.

EDUCATION AND/OR EXPERIENCE

Bachelor’s Degree Computer Science or related field desired. Three to five years of related professional experience required. Demonstrated experience in developing and conducting presentations and training required.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position.

Must be able to push and pull up to 75 pounds and lift and carry 15-20 pounds on a regular basis.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

COURT EXPECTATIONS of EMPLOYEE

In accomplishing the responsibilities of this position, the Court expects that the employee will adhere to the mission and values of the Court as well as all Court policies and procedures. In addition, while carrying out the duties of this position, the employee is expected to model high ethical conduct on and off the job and exhibit a professional and respectful demeanor with all Court employees.

Qualified applicants will be required to submit to testing and may be required to provide writing samples. Proof of education and employment references will be required before final interview. Employment predicated upon successful completion of criminal record check and drug testing and 180-day work testing period.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.