Job Description

Pay Range: $48,921.60 -$56,872.40 annually, depending on knowledge and experience.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.


JOB SUMMARY
The IT Support Technician I performs computer based technical work providing technical software, hardware, and network problem resolution to all City wide computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; and clearly communicating technical solutions in a user-friendly, professional manner. General directions received from a supervisor designated by the Technology Resources Administrator. Work is reviewed by results attained.


ESSENTIAL JOB FUNCTIONS

• Provides support to users taking requests over the phone or online.
• Utilizes the Help Desk tracking software tool to log the status of all calls.
• Consults with users and conducts information assessments to determine user needs.
• Provides one-on-one end-user problem resolution over the phone for city issued Personal Computer (PC) software and hardware.
• Coordinates and ensures the standard implementation of policies, procedures, and systems operations with local computer support personnel.
• Writes and/or maintains up-to-date documentation for basic hardware and software installation and support procedures.
• Assesses the effectiveness of hardware, software, and communications performance.
• Ensures equipment is meeting user needs.
• Analyzes and resolves hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes.
• Monitors the hardware to ensure it is properly maintained.
• Conducts on-going system audits to evaluate the utility and efficiency of the system's hardware, software, and communications components and the effectiveness of user training programs in meeting management information needs.
• Installs and configures computers throughout City departments.
• Provides Audio Visual support.
• Trains users in various computer programs and software.
• Follows up on outstanding requests and ensure timely resolution.
• Configures hardware as part of on-boarding process.
• Supports mobility devices.
• Provides a single, identified point of contact for all Service Desk and change request services.
• Updates and maintains Service Desk records in accordance with established support procedures.
• Performs account password administration and processes new user account requests.
• Follows standard Service Desk operating procedures.
• Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary, calls the user to update them on progress.
• Processes standard change request (ITSM tickets) for Installations, Moves, Adds, and Changes (IMAC’s).
• Performs other related duties as assigned.

QUALIFICATIONS
Education and Experience:

• Associate's Degree in computer science or related field. One (1) year of basic Help Desk support experience may be substituted for each year of college.

Or

• Combination of education, training and/or work experience equal to or higher than the requirements listed above as determined by Human Resources.

Licenses or Certifications:

• Possession of an appropriate driver’s license for equipment operated and any license, training, or certification required by law or regulation to complete assigned tasks.

Special Requirements:

• None.

Knowledge, Skills and Abilities:

• Knowledge of computer processing operations, procedures, and equipment.
• Knowledge of problem-solving techniques.
• Knowledge of computers and software.
• Knowledge of the principles, practices, and techniques of computer programming and/or computer systems analysis.
• Thorough knowledge of pertinent principles, practices, methods, materials, tools, and equipment applied in computer operations.
• Skill in installing and configuring of PC’s, printers, monitors, modems, scanners, and other peripheral equipment.
• Ability to process information logically and solve problems.
• Ability to develop training programs related to users’ operations and procedures.
• Ability to monitor and resolve problems with computer system components.
• Ability to identify and define user task needs.
• Ability to communicate effectively.
• Ability to establish and maintain effective working relationships with associates and the general public.
• Ability to plan, organize, and coordinate work assignments.

PHYSICAL DEMANDS
While performing the duties of this job, the employee is regularly required to use hands and fingers to hold or feel, reach with hands and arms, walk, talk, and hear. The employee is occasionally required to stand, sit, climb, balance, stoop, and crouch. Specific vision abilities include close, distance, color, and peripheral vision, and depth perception.

The employee regularly lifts and/or moves up to 25 pounds and occasionally lifts and/or moves up to 45 pounds.


WORK ENVIRONMENT
The noise level in the work environment is usually moderate. Some jobs may require an employee to be exposed to outside weather conditions, wet and/or humid conditions, and risk of electrical shock.

The City of Pensacola has the right to revise this job description at any time. This description does not represent in any way a contract of employment.

The City of Pensacola provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

The IT Support Technician I performs computer based technical work providing technical software, hardware, and network problem resolution to all City wide computer users by performing question/problem diagnosis and guiding users through step-by-step solutions; and clearly communicating technical solutions in a user-friendly, professional manner. General directions received from a supervisor designated by the Technology Resources Administrator. Work is reviewed by results attained. ESSENTIAL JOB FUNCTIONS - Provides support to users taking requests over the phone or online. Utilizes the Help Desk tracking software tool to log the status of all calls. Consults with users and conducts information assessments to determine user needs. Provides one-on-one end-user problem resolution over the phone for city issued Personal Computer (PC) software and hardware. Coordinates and ensures the standard implementation of policies, procedures, and systems operations with local computer support personnel. Writes and/or maintains up-to-date documentation for basic hardware and software installation and support procedures. Assesses the effectiveness of hardware, software, and communications performance. Ensures equipment is meeting user needs. Analyzes and resolves hardware, software, and communications problems using diagnostic software and/or technical troubleshooting processes. Monitors the hardware to ensure it is properly maintained. Conducts on-going system audits to evaluate the utility and efficiency of the system's hardware, software, and communications components and the effectiveness of user training programs in meeting management information needs. Installs and configures computers throughout City departments. Provides Audio Visual support. Trains users in various computer programs and software. Follows up on outstanding requests and ensure timely resolution. Configures hardware as part of on-boarding process. Supports mobility devices. Provides a single, identified point of contact for all Service Desk and change request services. Updates and maintains Service Desk records in accordance with established support procedures. Performs account password administration and processes new user account requests. Follows standard Service Desk operating procedures. Monitors customer problems to ensure prompt, satisfactory service/resolution is being provided, if necessary, calls the user to update them on progress. Processes standard change request (ITSM tickets) for Installations, Moves, Adds, and Changes (IMAC’s). Performs other related duties as assigned. QUALIFICATIONS - Education and Experience:Associate's Degree in computer science or related field. One (1) year of basic Help Desk support experience may be substituted for each year of college. Or. Combination of education, training and/or work experience equal to or higher than the requirements listed above as determined by Human Resources. Licenses or Certifications:Possession of an appropriate driver’s license for equipment operated and any license, training, or certification required by law or regulation to complete assigned tasks. Special Requirements:None. Knowledge, Skills and Abilities: Knowledge of computer processing operations, procedures, and equipment. Knowledge of problem-solving techniques. Knowledge of computers and software. Knowledge of the principles, practices, and techniques of computer programming and/or computer systems analysis. Thorough knowledge of pertinent principles, practices, methods, materials, tools, and equipment applied in computer operations. Skill in installing and configuring of PC’s, printers, monitors, modems, scanners, and other peripheral equipment. Ability to process information logically and solve problems. Ability to develop training programs related to users’ operations and procedures. Ability to monitor and resolve problems with computer system components. Ability to identify and define user task needs. Ability to communicate effectively. Ability to establish and maintain effective working relationships with associates and the general public. Ability to plan, organize, and coordinate work assignments. PHYSICAL DEMANDS - While performing the duties of this job, the employee is regularly required to use hands and fingers to hold or feel, reach with hands and arms, walk, talk, and hear. The employee is occasionally required to stand, sit, climb, balance, stoop, and crouch. Specific vision abilities include close, distance, color, and peripheral vision, and depth perception. The employee regularly lifts and/or moves up to 25 pounds and occasionally lifts and/or moves up to 45 pounds. WORK ENVIRONMENT - The noise level in the work environment is usually moderate. Some jobs may require an employee to be exposed to outside weather conditions, wet and/or humid conditions, and risk of electrical shock. The City of Pensacola has the right to revise this job description at any time. This description does not represent in any way a contract of employment. The City of Pensacola provides equal employment opportunities to all employees and applicants for employment without regard to race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Equal employment opportunity applies to all terms and conditions of employment, including hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training.

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