Technical Support Specialist I
City of Evanston, Evanston, IL, United States
Salary
$9.47-55.26 per hour. Starting salary depends on qualifications, and is typically no higher than the midpoint of the range.
Nature Of Work
Under the general direction of the Chief Information Officer (CIO) and the direct supervision of the Service and Delivery Manager, the Technical Support Specialist (TSS) is primarily responsible for providing end‑user support for computer hardware and software, virtual desktops, Active Directory account access, mobile devices, IP phones, printers, copiers, and other network‑attached devices. The TSS also assists with IT‑related projects, responds promptly to issues, and resolves problems efficiently.
Essential Functions
Troubleshoot computer hardware and software issues in a courteous, professional, and expeditious manner.
Assist and backup the Service & Delivery Manager in assigning and managing the service desk.
Deploy new and existing desktops, laptops, and peripherals.
Support management and assignment of VMware Horizon View virtual desktops.
Create and update master operating system images using Windows Deployment Services or similar tools.
Install and support video conferencing systems and peripherals.
Perform adds/moves and changes as well as basic troubleshooting of Cisco IP phones.
Answer and appropriately handle incoming customer support requests via the city’s online service desk system (Zendesk), including escalation of problems as appropriate.
Document, track, and monitor all problem‑resolution activity in the service desk tracking system to ensure timely resolution.
Perform basic troubleshooting of all city applications to identify local or system‑wide problems.
Perform basic network troubleshooting of Cisco devices and network connectivity.
Install PC software applications and grant access to SAS solutions as necessary.
Rotate off‑hours support coverage with other IT staff.
Continuously develop problem‑solving techniques and create more efficient support methods.
Participate in team projects that enhance the quality of our service levels.
Assist in IT‑related purchasing activities as well as shipping and receiving.
Perform other IT‑related operations, administration, and maintenance functions as requested.
Minimum Requirements Of Work
Must possess a high school diploma or GED and have at least four (4) years of work experience in desktop technical support or an equivalent technical support position. An associate degree or higher in a related discipline from an accredited college or university is preferred.
Must possess a valid driver's license and a safe driving record.
Experience, Skills, and Abilities
Excellent verbal and written communication skills.
Strong commitment to customer service.
Strong knowledge of the Windows operating system.
Experience supporting network connectivity issues (both wireless and wired).
Basic understanding of network management, including working with various network devices (e.g., switches and routers).
Experience supporting the technical needs of end users with varying levels of computer skills.
Ability to establish and maintain effective working relationships with a diverse group of internal and external customers.
Physical Requirements Of Work
Primarily a sedentary position. Occasionally use force to lift up to 50 pounds and/or 20 pounds frequently, and carry or otherwise move objects normally found in an office setting, including computers and printers. The employee is subject to common indoor environmental office conditions.
Supervision
The Technical Support Specialist reports to the Service and Delivery Manager. The employee is responsible for prioritizing work tasks and for identifying and utilizing the appropriate resources and staff to resolve problems or situations. Performance is reviewed at least annually through observation, completion of projects, status reports, service desk performance, customer feedback, and meetings.
Public Contact
The employee has frequent contact with city employees, regular contact with vendors, and occasional contact with the general public and outside agencies.
Selection Method
Structured Oral Interview.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person's race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status or gender identity. The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847‑448‑8204 (voice) or 847‑866‑5095 (TTY).
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$9.47-55.26 per hour. Starting salary depends on qualifications, and is typically no higher than the midpoint of the range.
Nature Of Work
Under the general direction of the Chief Information Officer (CIO) and the direct supervision of the Service and Delivery Manager, the Technical Support Specialist (TSS) is primarily responsible for providing end‑user support for computer hardware and software, virtual desktops, Active Directory account access, mobile devices, IP phones, printers, copiers, and other network‑attached devices. The TSS also assists with IT‑related projects, responds promptly to issues, and resolves problems efficiently.
Essential Functions
Troubleshoot computer hardware and software issues in a courteous, professional, and expeditious manner.
Assist and backup the Service & Delivery Manager in assigning and managing the service desk.
Deploy new and existing desktops, laptops, and peripherals.
Support management and assignment of VMware Horizon View virtual desktops.
Create and update master operating system images using Windows Deployment Services or similar tools.
Install and support video conferencing systems and peripherals.
Perform adds/moves and changes as well as basic troubleshooting of Cisco IP phones.
Answer and appropriately handle incoming customer support requests via the city’s online service desk system (Zendesk), including escalation of problems as appropriate.
Document, track, and monitor all problem‑resolution activity in the service desk tracking system to ensure timely resolution.
Perform basic troubleshooting of all city applications to identify local or system‑wide problems.
Perform basic network troubleshooting of Cisco devices and network connectivity.
Install PC software applications and grant access to SAS solutions as necessary.
Rotate off‑hours support coverage with other IT staff.
Continuously develop problem‑solving techniques and create more efficient support methods.
Participate in team projects that enhance the quality of our service levels.
Assist in IT‑related purchasing activities as well as shipping and receiving.
Perform other IT‑related operations, administration, and maintenance functions as requested.
Minimum Requirements Of Work
Must possess a high school diploma or GED and have at least four (4) years of work experience in desktop technical support or an equivalent technical support position. An associate degree or higher in a related discipline from an accredited college or university is preferred.
Must possess a valid driver's license and a safe driving record.
Experience, Skills, and Abilities
Excellent verbal and written communication skills.
Strong commitment to customer service.
Strong knowledge of the Windows operating system.
Experience supporting network connectivity issues (both wireless and wired).
Basic understanding of network management, including working with various network devices (e.g., switches and routers).
Experience supporting the technical needs of end users with varying levels of computer skills.
Ability to establish and maintain effective working relationships with a diverse group of internal and external customers.
Physical Requirements Of Work
Primarily a sedentary position. Occasionally use force to lift up to 50 pounds and/or 20 pounds frequently, and carry or otherwise move objects normally found in an office setting, including computers and printers. The employee is subject to common indoor environmental office conditions.
Supervision
The Technical Support Specialist reports to the Service and Delivery Manager. The employee is responsible for prioritizing work tasks and for identifying and utilizing the appropriate resources and staff to resolve problems or situations. Performance is reviewed at least annually through observation, completion of projects, status reports, service desk performance, customer feedback, and meetings.
Public Contact
The employee has frequent contact with city employees, regular contact with vendors, and occasional contact with the general public and outside agencies.
Selection Method
Structured Oral Interview.
The City of Evanston is an equal opportunity employer and ensures against discrimination in employment on the basis of a person's race, color, sex, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military discharge status, source of income, housing status or gender identity. The City of Evanston is also committed to accessibility for persons with disabilities. Any person needing mobility or communications access assistance should contact Human Resources at 847‑448‑8204 (voice) or 847‑866‑5095 (TTY).
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