IT Support Specialist

The purpose of this job is to take responsibility for testing, system configuration and implementation, process and report creation and maintenance, end user training, as well as general administration of the customer information system (CIS). Supports billing and field operations processes, and all CIS interfacing applications.

ESSENTIAL DUTIES & RESPONSIBILITIES 
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by employees in this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.

• Provides a wide range of end-user support services for City users for a wide range of hardware, network infrastructure, operating systems, telecommunications equipment and applications. 
• Reviews, assesses, tracks and resolves system and user issues for multiple systems and software applications including system interfaces
• Configures and maintains systems and streamlines system processes; collaborates with other City departments including City IT and various vendors to develop and implement system processes
• Provides user management including adding, deleting and assigning to proper user and user group permissions for software applications and hardware
• Creates or updates policies, procedures, work instructions, and training documents; creates, maintains and conducts training for system users
• Creates reports and monitors solutions for internal and interdepartmental use; compile and analyzes data for managerial decisions
• Audits and monitors systems for daily operations, including interface operations; plans and schedules technology installs; System restarts after server reboots
• Performs monthly, quarterly and year-end tasks to maintain departmental compliance with Rules and Regulations, City Ordinances, and State Laws
• Configures the CIS and executes functional, daily operations and acceptance testing including upgrades to keep in line with industry standard, technical resolution and vendor support
• Provides written and oral reports to management
• Performs related work as required

Required Education and Experience 

• Associate’s degree from an accredited college or university in Computer Science, Information Technology, Computer Engineering, Business Information Systems or a related field.

--AND--

• At least one (1) to three (3) years of related work experience in a related position 

• Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities

 
BENEFITS FOR THIS POSITION INCLUDE

• Medical, Dental, and Vision starting Day 1
• 6% employee 401a contribution with employer matching (6% or 7% based on bargaining unit)
• Employee & Employer contributions to Retiree Health Savings Account
• Twelve Paid Holidays
• Paid Vacation and Sick Time
• Paid parking (if applicable)
• Tuition Reimbursement and professional development opportunities
• Paid Parental Leave
• Employee Assistance Program with free mental health visits 
• Comprehensive Wellness program 
• Voluntary benefits including: term life insurance, flexible spending account, disability insurance, and deferred compensation plan options

Should an applicant need any disability related accommodation or other consideration in the application or selection process, please notify the human resources department upon submittal of application
 
 
The City of Grand Rapids does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy or gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Salary : $59,667 - $78,505