Technical Support Specialist II

POSITION SUMMARY

This position must be able to perform the duties of a Technical Support Specialist II. Help Desk personnel need excellent problem-solving, communication and interpersonal skills, along with patience, a customer-friendly attitude and the ability to work in a team environment. Strong Computer Skills and the Ability to Troubleshoot and Diagnose Problems, Familiarity with PC, Mac, and Microsoft software. Experience with Minor Network Repairs and Analysis, Good Customer Service Skills, Ability to Communicate Effectively to help customers fix their issues and feel satisfied with the experience, Writing and Editing Skills to aid in writing and updating manuals, Education in Computer Repairs and how to Troubleshoot Problems.

1. Triage technical and case management system issues and service requests via phone, email, using VNC, and in person.
2. Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Track-IT).
3. Accurately record and document all details of asset moves, adds, and changes for each issue or service request, including categorization and priority into the IT service desk tool of record.
4. Training other staff members on troubleshooting and diagnosing problems.
5. Writing, editing, and revising training manuals for new and updated software and hardware.
6. Diagnosing and resolving problems with networks and other computer systems.
7. Following up with customers to ensure full resolution of issues.
8. Remotely accessing hardware or software for clients to make changes and fix problems.
9. Analyze help desk calls and develops and implements remedies and/or preventative procedures/recommendations on a timely basis.
10. Participate in Business Process Re-Engineering for all IT supported processes.
11. Monitor help desk logs to develop corrective action to address repetitive problems. Participate in training needs assessment for various departments and recommends training based on assessment. Provide feedback to department managers and trainers.
12. Advise and train Court personnel relative to changes in procedures, processes and proper use of hardware and software and case management system.
13. Provide quality service that continuously improves, that meets or exceeds public expectations, and that ensures all are treated with courtesy, dignity, and respect.

SUPERVISORY RESPONSIBILITIES

None

1. Microsoft Windows 10 required. Windows Server 2012, and/or 2016, Microsoft Active Directory maintenance experience desired.
2. Demonstrated experience with personal computers, printers, desktop productivity software, and local area networks.
3. Excellent oral and written communication skills.
4. Ability to organize and prioritize duties.
5. Microsoft SQL Server2008, SQL Server 2016, Cisco networking and telephony, Exchange Administration, Group Polices, Active Directory skills preferred.
6. Experience with audio video recording and video conferencing preferred.
7. Must have or develop an understanding of the functions of Court departments in order to assess needs and provide appropriate services.
8. Strong customer service skills required.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.