What are the responsibilities and job description for the Software Systems Specialist position at City of Odessa?
Department: Information Technology Reports to: Software System Supervisor
Summary: Under basic supervision, provides second-level technical support functions and training for City computer users; troubleshoots and resolves problems, and maintains computer systems and peripherals.
Essential Functions: -- Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This is not a comprehensive listing of all functions and duties performed by incumbents of this class; employees may be assigned duties which are not listed below; reasonable accommodations will be made as required. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
- Interviews user to collect information about technology problems and technical issues, and leads user through diagnostic procedures to determine source of error; duties may vary according to individual skills.
- Creates processes and instructions for systems repair and maintenance.
- Resolves escalations from Tier 1 and shares resolutions with team members.
- Creates and maintains technical documentation.
- Determines whether user problem is caused by hardware, software or other issues, implements technical solutions to resolve user problems within scope of authority and training; adds and deletes users, and configures software, including access levels and security; performs preventive maintenance and error checks on servers; defines problems, and researches and isolates error sources.
- Must have and maintain a cell phone for City use to hold this position.
- Supports the departmental operations with regular and timely attendance.
- Supports the relationship between the City of Odessa and the general public by demonstrating courteous and cooperative behavior when interacting with visitors and City staff; maintains confidentiality of work-related issues and City information; performs other duties as required or assigned.
Minimum Qualifications:
Education, Training and Experience Guidelines: High School Diploma or GED required. Three years of technical support experience; OR an equivalent combination of training, and experience. Associate's Degree in Computer Science is desirable.
Knowledge of:
- Hardware, software, and peripheral equipment troubleshooting techniques.
- Software applications and operating systems used at City, including MS Office Suite and GIS.
- Knowledge of SharePoint, SSRS reporting, and SQL Server Databases.
Skill in:
- Diagnosing and resolving technical problems in a network environment.
- Assessing customer support needs, and implementing effective solutions.
- Installing and maintaining software, hardware, and peripherals in a complex operating environment.
- Solving technical problems involving integrated operating systems and hardware platforms.
- Using basic tools, equipment, and procedures for repairing computers and peripheral devices.
- Communicating effectively verbally and in writing.
License and certification requirements: A valid Texas State Driver's License is required. Microsoft (MCSE), CompTIA A , and other professional IT certifications are desirable
Physical demands and working environment: Work is performed in a standard office environment. On call 24 hours per day to resolve any technical issues.
