Information Systems Support Technician

GENERAL DEFINITION OF WORK:

Performs difficult skilled technical work developing, maintaining, and implementing work processes to enhance the City computer related hardware and software, providing Advanced System/Windows Administrator support to domain users, performing routine maintenance and repair, and related work as apparent or assigned. Work involves configuring equipment and user security records in compliance with policies and goals, under the direction of the Director of Information Technology.

ESSENTIAL FUNCTIONS/TYPICAL TASKS:

• Develops, oversees, maintains, recommends, and initiates work processes to improve the delivery of the City computer-related hardware and software inventory.
• Provides Advanced System/Windows Administrator support to domain users via Advanced Active Directory tools.
• Performs routine maintenance and repairs on computers, peripherals, printers, and network equipment; diagnoses advanced hardware and software problems coordinating with vendors and tier one through three support staff as needed.
• Provides Public Safety System application support including application programming, troubleshooting, program fixes, upgrades, user training, and upgrades and patching.
• Provides support and troubleshooting for vehicle issues pertaining to hardware and software; supports remote network mobile computer communications for Public Safety vehicles.
• Assists with the maintenance of anti-virus/anti-malware software, operating system and other software as needed.
• Prepares non-functional or decommissioned equipment for disposal and recycling.
• Handles warranty, Return Merchandise Authorization (RMA), and shipping and/or receiving of computer/network equipment.
• Creates and maintains equipment inventory records for hardware and software and system documentation for the City; creates and maintains desktop application images and clones hard drives for computer workstation configurations.
• Cross-trains personnel and develops standardized procedures for computer software configurations; assigns work to other staff as needed.
• Provides users with assistance in a variety of office automation software and hardware; performs local area networking administrative tasks for personal computers; consults with users to solve technical questions and provides assistance in using custom developed applications.
• Performs Local Area Networking (LAN) Administrative tasks.
• Performs related tasks as required by Director of IT and Administrators.

KNOWLEDGE, SKILLS AND ABILITIES:

Thorough knowledge of the operation, uses, and capabilities of data processing equipment and peripheral equipment, computer software systems and their capabilities; general knowledge of the policies, procedures and activities of the department; thorough knowledge in Microsoft Windows Operating Systems and Microsoft Office Professional applications; thorough knowledge in virus and spyware protection tools.

Skill in the use of personal computers, associated software packages, hardware, and peripheral equipment; skill in enterprise level LAN/Wide Area Network (WAN) environment including administration of network architectures, principles and topologies; skill in troubleshooting.

Ability to analyze software programs design and install program adjustments; ability to train ends users of hardware and software systems; ability to troubleshoot basic hardware and software issues with computers, printers, equipment, City-standard software applications, and other peripherals, and perform minor repairs or fixes; ability to troubleshoot issues over the telephone and remotely; ability to read, interpret, and apply detailed and technical manuals and verbal/visual instructions, as well as understand documented procedures, flow charts, operating systems, and computer operations concepts; ability to complete work in a timely fashion and initiate proper and acceptable direction for completion of work with a minimum of supervision and instruction; ability to communicate effectively in oral and written form; ability to perform and organize work independently; ability to multitask; ability to use strong interpersonal and customer service skills using tact, patience and courtesy; ability to establish and maintain effective working relationships with associates, department heads, vendors, and the general public.

EDUCATION AND EXPERIENCE:

Associates/Technical degree with coursework in computer science, information technology, or related field and considerable experience in computer programming and maintenance of data processing equipment, Microsoft System administration, or equivalent combination of education and experience.

PHYSICAL REQUIREMENTS:

This work requires the regular exertion of up to 10 pounds of force, frequent exertion of up to 25 pounds of force and occasional exertion of up to 50 pounds of force; work regularly requires speaking or hearing, using hands to finger, handle or feel, stooping, kneeling, crouching or crawling, reaching with hands and arms, pushing or pulling and repetitive motions, frequently requires walking and sitting and occasionally requires standing, climbing or balancing, tasting or smelling and lifting; work requires close vision, distance vision, ability to adjust focus, depth perception and color perception; vocal communication is required for expressing or exchanging ideas by means of the spoken word and conveying detailed or important instructions to others accurately, loudly or quickly; hearing is required to perceive information at normal spoken word levels and to receive detailed information through oral communications and/or to make fine distinctions in sound; work requires preparing and analyzing written or computer data, visual inspection involving small defects and/or small parts, using of measuring devices, assembly or fabrication of parts within arm’s length, operating machines, operating motor vehicles or equipment and observing general surroundings and activities; work has no exposure to environmental conditions; work is generally in a moderately noisy location (e.g. business office, light traffic).

SPECIAL REQUIREMENTS:

Possession of Microsoft Certified Systems Professional (MCSP) Certification or equivalent within one year of hire.

Must meet and maintain all training and education requirements for position.

Valid driver’s license in the State of Ohio.

The City of Shaker Heights does not hire individuals who use or test positive for

tobacco or nicotine products.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential tasks.

PLEASE SEND RESUME AND/OR CITY APPLICATION TO THE CITY OF SHAKER HEIGHTS HUMAN RESOURCES DEPARTMENT, 3400 LEE ROAD, SHAKER HEIGHTS, OH 44120.

EOE

Job Type: Full-time

Pay: $59,351.00 - $65,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person