End User Support Specialist

Scope of Work:
Provides on-going troubleshooting on desktop hardware and software. Acts as the primary point of contact within the Information Technology organization for users. Responds to requests for services, provides information and coordinates support and resources.

The items below are intended to describe the general nature and level of work performed by an individual assigned to this position. These are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel so classified in this position. The position description is subject to change by the City as the needs of the City and requirements of the position change.

• Performs hardware/software diagnostics in order to resolve computer problems
• Determines optimum installation and configurations
• Adds after-market hardware to computers
• Installs and supports products and services as requested
• Develops workstation documentations, including inventory, of all installed hardware and software
• Installs and maintains any devices purchased through Information Systems
• Maintains on-going contact with users regarding their problems and issues until resolved
• Monitors and supports production equipment
• Performs related duties as assigned
• Subject to recall 24/7

• Ability to sit, stand, and transport self from building to building
• Ability to kneel, crawl, climb, and twist for purposes of installing and maintaining equipment
• Ability to lift PC’s and related equipment.

• Ability to be helpful and provide quality customer service
• Positively interact with other persons at all times
• Good working knowledge of PC operating systems and PC hardware/software
• Knowledge of computer concepts and methodologies
• Ability to read and interpret technical materials
• Self-motivation and good problem-solving and troubleshooting capabilities
• Good oral and written communication skills

Some experience in computer support is preferred. Must obtain the CompTIA A+ Certification within one year of hire. Must maintain a valid driver’s license.