Technical Support Specialist I

Notice of Employment Opportunity

The following full-time job posting will remain open until

Thursday, May 23, 2024.

Technical Support Specialist I

Salary Range: $65,606 - $85,285

Canton Township is a reciprocal unit as defined in the Reciprocal Retirement Act, Act 88 of 1961.

• This is an external posting open to all applicants.
• Must meet the minimum requirements of the position.
• Applications not completed in their entirety will not be considered.
• Only those applications that are received prior to the posted deadline will be considered.
• See attached job description and hiring process for minimum qualifications and timeline.

The Charter Township of Canton provides equal employment opportunities (EEO) and is committed to a workplace free of discrimination and harassment based on race, color, religion, age, gender, sex, pregnancy, national origin, disability, height, weight, gender identity, marital status, military status, sexual orientation, veteran status, genetic information, or any other characteristic protected by law.

Canton Township takes great pride in the diversity of our community and promotes diversity in the workforce.

Dated Posted: May 6, 2024

Job Description and Hiring Process Attached

JOB DESCRIPTION

TECHNICAL SUPPORT SPECIALIST I

EXEMPT

DESCRIPTION OF DUTIES:

This is technical work providing support to the Township Information Technology Services Division for the maintenance and troubleshooting of computer related hardware and software problems. An employee in this classification assists in the support operations of the Information Technology Services Division including setup, deployment, and maintenance of computers, printers, networks and other technology used throughout the Township.

Although the employee works under the general direction of the Network Administrator and Information Technology Manager, the work requires considerable independent judgment and initiative based on training and work experience.

EXAMPLES OF WORK: (Note: These examples are merely illustrations of the types of work that may be performed and expectations of this position.)

• Provides technical system and user support by responding to calls and email requests for technical support in a timely manner.
• Documents, tracks, and monitors problems to ensure a timely resolution and appropriate follow-up with clients.
• Assesses issues and escalates issues, if needed, to higher levels of client support.
• Assists other department employees in troubleshooting difficult or time-sensitive problems.
• Configures client equipment both locally and remotely.
• Responds to issues to minimize down time and potential data loss and complies with published response standards as they relate to customer service.
• Maintains knowledge and expertise by learning new and evolving technologies and by achieving appropriate industry and professional certifications.
• Researches new technologies and make recommendations for use.
• Performs installation of personal computers and peripheral devices.
• Contacts hardware vendors to resolve warranty claims and resolution on computer and peripheral equipment.
• Contacts hardware and software vendors to obtain specifications, pricing, quotations and other purchase related information needed to assist departments in meeting their hardware and software needs or requests.
• Acts as secondary backup to answer Help Desk phone and provide first and second level support to end computer users for all Township supported hardware and applications.
• Documents support requests and support activities in the Township's work order management system.
• Maintains working knowledge of a wide variety of commonly used PC hardware and software in use or pending implementation.
• Provides technical support of personal computers, peripheral devices, including but not limited to, providing user support related to hardware, software and network issues.
• Assists Network Administrator with the analysis of user needs and requests and develops technical specifications based on stated requirements.
• Works with users to troubleshoot technology issues with programs or equipment.
• Provides technical aid and training to Township employees related to the effective use of hardware and software.
• Orders and deploys cellular devices to employees within provided portal applications.
• Works with the Network Administrator and IT Manager to develop annual or as needed PC replacement plans.
• Develops and maintains master personal computer images in conjunction with higher level staff.
• Coordinates disposal of electronic assets per Township Policy.
• Performs other duties as assigned.

ESSENTIAL FUNCTIONS - KNOWLEDGE, SKILLS AND ABILITIES:

• High School Diploma or GED Required.
• CompTIA A+ or CompTIA Network+ certification required.
• Two to four years of verifiable work experience with client end devices and peripherals support in an Active Directory environment.
• Two to four years of verifiable related work experience with Microsoft Windows 10 in an Active Directory environment.
• Experience with Microsoft Office 2019 or Office 365 application installation, support and troubleshooting.
• Must possess a current, valid Driver's License with a driving history that does not create liability concerns; which includes, but is not limited to, convictions for reckless driving, careless driving, suspended license, or convictions involving drinking and impaired driving.
• Familiar with basic network troubleshooting techniques.
• Familiar with HP printer management, including but not limited to, physical replacement, network integration, device configuration and end user installation.
• Experience with Malware virus remediation techniques.
• Extensive verifiable working knowledge of TCP/IP protocol, Internet technologies and applications.
• Experience working with advanced software issues that require root cause analysis.
• Proficient in Internet related applications such as email clients, FTP clients and web browsers.
• Experience with Android/Apple iOS devices preferred.
• Working knowledge of computer hardware, software and networks, including but not limited to enterprise class WIFI networks, Local Area Networks.
• Must have ability to use network troubleshooting devices, cable testing and termination
• Ability to work with limited space when installing, removing, upgrading or troubleshooting technology equipment in Township facilities or vehicles.
• Demonstrated self-starter with excellent communication skills, detail oriented and organized
• Ability to establish and maintain effective working relationships with other employees, government officials, business representatives and the public.
• Ability to clearly communicate procedures, problems, and policies with fellow employees and the public in a tactful and courteous manner.
• Ability to prioritize workload based on level of client needs vs. business impact.
• Ability to work as a team member often supporting other team member initiatives.
• Ability to work after normal business hours in response to situations or events as needed.
• Ability to carry departmental cell phone during and after business hours and to respond to calls when needed.

PHYSICAL DEMANDS:

Reasonable Accommodations: Canton Township provides reasonable accommodations to applicants with disabilities. If you need a reasonable accommodation for any part of the application and hiring process, please contact the ADA Coordinator at (734) 394-5260. We encourage all interested qualified applicants to apply for open positions. Request for accommodations will be reviewed on a case-by-case basis.

Physical Demands

• Stand - Frequently
• Walk - Frequently
• Sit - Frequently
• Use of Hands/Fingers - Constantly
• Reach – Occasionally
• Climb - Occasionally
• Crawl - Rarely
• Squat or Kneel - Occasionally
• Bend - Occasionally

Lift/Carry

• Less than 10 lbs - Occasionally
• 10 - 29 lbs - Occasionally
• 30 - 59 lbs - Rarely
• 60 - 100 lbs - Rarely

Push/Pull

• Less than 10 lbs - Occasionally
• 10 - 29 lbs - Occasionally
• 30 - 59 lbs - Rarely
• 60 - 100 lbs - Rarely

REPORTS TO: Information Technology Manager

HIRING PROCESS – TECHNICAL SUPPORT SPECIALIST I

Monday, May 6 – Thursday, May 23, 2024 - Employment Application

1. Submit a Canton Township Employment Application Form (online or paper), completed in its entirety prior to the posted deadline date.
2. Online applications must be completed and submitted electronically before 11:59 p.m. on the deadline date.
3. Paper applications must be received in the Canton Township Human Resources Division by 4:30 p.m. on the posted deadline date. Applicants choosing to submit a paper application need to be conscious of postal delivery times. Paper applications are available in the Human Resources Department.
4. Late and incomplete applications will not be accepted.
5. Faxed or emailed paper applications will not be accepted.
6. All communication will be via email. Applicants must provide a valid email address on the application. Please add jobs@cantonmi.gov to your safe sender list.

Wednesday, May 29, 2024 - Application Screening Process

Employment applications and job question responses will be screened to determine which candidates will be interviewed. The preferred candidates will meet the following criteria:

1. This will be a competitive process. A limited number of candidates will be selected for the interview based on their relevant work experience, education and training as compared to the other candidates in the application pool.
2. Demonstrated ability to meet the minimum requirements of the job description as determined by responses to the initial job questions and employment application. Candidates must meet the minimum requirements of the position as posted on the job description to be considered.
3. Application prepared representing the quality of desired professional work (spelling, grammar, and presentation are essential).
4. Must possess a current, valid Driver's License with a driving history that does not create liability concerns; which includes, but is not limited to, convictions for reckless driving, careless driving, suspended license, or convictions involving drinking and impaired driving. Candidate selected for this position will undergo a driving history check.

On or After Monday, June 3, 2024 - Oral Board Interviews

1. Oral Interviews will be held on or after June 3rd.
2. Candidates selected for the Oral Interview will be notified via e-mail on May 29, 2024.
3. The Oral Interview may include extensive questions that explore sensitive or confidential aspects of a candidate's personal life.
4. Applicants not selected for the Oral Interview will be notified via e-mail on May 29, 2024.
5. Candidates that do not receive an email regarding the status of their application on May 29th are asked to contact Human Resources at 734-394-5251.

Upon Completion of Oral Board Interviews - Conditional Offer of Employment Extended

1. All offers of employment are contingent on the results of reference checks, thorough background investigation, social media check, working history verification, pre-employment physical examination, drug screen and satisfactory completion of a six-month probationary period.
2. Offer letter sent to candidate.
3. Public safety background check will be conducted upon acceptance of contingent job offer.
4. Eligibility list must be approved in accordance with the Merit System Commission Human Resources Policy Manual.