Tech Support Specialist I | Contract (5 Months, Possible Extension) | Stockton, California
Start time: 9/30/2019
Under general supervision, incumbent identifies personal computer hardware and software problem areas and develops solutions; performs related work as assigned. This class performs a variety of technical customer support and training duties involving the use of hardware, application software, and networks; provides both on-site and telephone support and assistance to systems and equipment end users. The scope of help desk assistance includes mainframe, mid-range, client/server, desktop computer, and networks. The incumbent may report to any of the Technology Systems Supervisors or the Network Support Services Supervisor. For clarification on this position and in the future, proof of education can be a copy of diploma, grade report, or unofficial transcripts.
Be part of the journey where technology must go beyond supporting business, it must advance it. Together lets make products smarter, customer experiences more exceptional and employees to be more productive. Be a part of our mission in the next step of growing into the digital age.
- Solving software programming and system design problems from minimal diagnostic information;
- Reviewing and analyzing computer user needs and develop effective hardware and software solutions
- Providing technical guidance and assistance to users, customers, and team members
- Maintaining organized and accurate records, user procedures, reports of work performed, and other written material
- Communicating effectively both orally and in writing
- Recognizing problems, developing recommendations and solutions, and overseeing corrections within specialty
- Establishing and maintaining effective working relationships with those contacted in the course of the work
- Installs and upgrades desktop hardware, software, and peripheral equipment; configures system for optimum operations
- Provides a full range of assistance and help to system and equipment users in the role of help-desk expert
- Trains users in operating systems, computer language, application programs, utilities, and hardware operations; assists users in applying computer training to work environment; creates technical documents and computer training for end-users
- Serves as liaison between vendor, technical support, network, and departments to resolve radio or personal computer operational problems; coordinates and implements corrective measures.
- Reviews change notices for information update and notifies customers.
- Receives problem calls, tracks problem events, and updates knowledge base.
- Diagnoses and troubleshoots radio or personal computer hardware and software problems using diagnostic tools within established time frame.
- Designs, installs, troubleshoots, maintains, and administers local area networks.
- Performs software/database needs assessment; develops, designs, programs, tests, and maintains customized micro-computer applications.
- Reviews trends, recommends event reduction measures, and escalates problems to appropriate second-level support.
- Prepares and tracks radio or computer hardware and software inventory, and surpluses obsolete radio or computer equipment.
- Notifies supervisor or appropriate stakeholder regarding procedural or operational problems and user training needs.
- Possession of an Associate of Arts degree or completion of sixty semester units or equivalent quarter hours from an accredited college or university with major course work in business administration, computer science, or a closely related field. IT Support experience may be substituted for the education on a year-for-year basis
- Must possess the physical characteristics to perform the critical and important duties of the job, including enough dexterity, stamina, and physical strength to lift and carry up to 50 pounds and to operate related equipment.
- If deemed necessary, must be willing to work additional hours and/or weekends to provide operational support.
May be required to complete a background investigation and a California Department of Justice fingerprint clearance. Assignments are predominantly involved in direct user support on single server systems and/or assistance in the resolution of problems relating to desktop equipment and/or proprietary software. Technology Support Specialist I is the entry-level class in the Technology Support Specialist series. The incumbent is expected to have a basic background in information technology hardware, software, and communications protocols with analytical and diagnostic skills. The Technology Support Specialist I performs the routine tasks associated with the position while learning the specifics of the City's personal computer hardware and software systems and/or radio systems, programs, and related policies and procedures. This class is alternately staffed and incumbents may advance to the higher level after successfully completing a one year probationary period and gaining one additional year of experience and demonstrating proficiency that meets the qualifications of the higher-level class.