Computer Technician

About the Department

Position Duties

• Responds and documents all telephone calls, walk-ins and e-mail messages to Help Desk. Provide primary support via manning the City’s Help Desk operations. Responds and documents all telephone calls, walk-ins and e-mail messages to Help Desk. Documents all incoming trouble tickets and route to appropriate staff for resolution Provide routine support for computer-related issues of City and Public Safety staff. Operates Service Desk software and performs follow-up of outstanding issues as needed. Active Directory user basic management/ Familiar with Exchange for users (Outlook) Escalates more complex situations to second-tier problem resolution staff when necessary Troubleshoots computer programs to improve operations management or provide information. Install new PCs, associated software, and/or peripherals. Diagnose equipment, software, operating systems, cabling issues, and network installs as required. Utilize software-reporting tools to create and distribute pertinent statistical reports to departmental administrators and supervisors. Assist in evaluating existing City software and hardware to make recommendations toward improvements and coordination between City departments. Follow IT procedures for personnel to ensure a professional and timely response to software and hardware support requests. Maintain and coordinate computer software and hardware update requests ensuring the proper guidelines for update are followed and documented for warranty and billing requirements. Support and maintain user account information including rights, security and system groups. Considerable knowledge of principles, practices, and methodologies of operating a computing system. Ability to communicate effectively, both orally and in writing. Maintain Content Management System of all image updates. Maintain existing website in conjunction with staff editors to ensure policy conformity and ADA compliance. Organizes, analyzes, examines or evaluates content or information for publishing and may remediate or prescribe action based on such data or information. Performs related work as required.
• Responds and documents all telephone calls, walk-ins and e-mail messages to Help Desk.
• Provide primary support via manning the City’s Help Desk operations.
• Documents all incoming trouble tickets and route to appropriate staff for resolution
• Provide routine support for computer-related issues of City and Public Safety staff.
• Operates Service Desk software and performs follow-up of outstanding issues as needed.
• Active Directory user basic management/ Familiar with Exchange for users (Outlook)
• Escalates more complex situations to second-tier problem resolution staff when necessary
• Troubleshoots computer programs to improve operations management or provide information.
• Install new PCs, associated software, and/or peripherals.
• Diagnose equipment, software, operating systems, cabling issues, and network installs as required.
• Utilize software-reporting tools to create and distribute pertinent statistical reports to departmental administrators and supervisors.
• Assist in evaluating existing City software and hardware to make recommendations toward improvements and coordination between City departments.
• Follow IT procedures for personnel to ensure a professional and timely response to software and hardware support requests.
• Maintain and coordinate computer software and hardware update requests ensuring the proper guidelines for update are followed and documented for warranty and billing requirements.
• Support and maintain user account information including rights, security and system groups.
• Considerable knowledge of principles, practices, and methodologies of operating a computing system.
• Ability to communicate effectively, both orally and in writing.
• Maintain Content Management System of all image updates.
• Maintain existing website in conjunction with staff editors to ensure policy conformity and ADA compliance.
• Organizes, analyzes, examines or evaluates content or information for publishing and may remediate or prescribe action based on such data or information.
• Performs related work as required.

Minimum Qualifications

• Requires Associate Degree in Business/Computer Technology or similar field; or an equivalent combination of education and experience that provides the required knowledge skills, and abilities. Requires experience in website content and social media management, Helpdesk tasks to include but not limited to answering phones, documenting trouble calls and the ability to solve low level technical and functional issues related to City systems, Required Skills include above average Microsoft Office Suite knowledge, above average Adobe Acrobat Skills and knowledge of ADA website compliance laws. Ability to follow detailed instructions and multi task. Must be a self-starter with the ability to work independently and make logical decisions. Requires a valid State of Florida driver license and a satisfactory driving record as a condition of initial and continued employment. Requires passing a Level 2 Background screening. Must obtain a Criminal Justice Information Services (CJIS) certification within six months of employment. Must Obtain CompTia A+ post 2019 within 1 year of hire date .
• Requires Associate Degree in Business/Computer Technology or similar field; or an equivalent combination of education and experience that provides the required knowledge skills, and abilities. Requires experience in website content and social media management, Helpdesk tasks to include but not limited to answering phones, documenting trouble calls and the ability to solve low level technical and functional issues related to City systems, Required Skills include above average Microsoft Office Suite knowledge, above average Adobe Acrobat Skills and knowledge of ADA website compliance laws. Ability to follow detailed instructions and multi task. Must be a self-starter with the ability to work independently and make logical decisions.
• Requires a valid State of Florida driver license and a satisfactory driving record as a condition of initial and continued employment.
• Requires passing a Level 2 Background screening.
• Must obtain a Criminal Justice Information Services (CJIS) certification within six months of employment.
• Must Obtain CompTia A+ post 2019 within 1 year of hire date .

Benefits

• Health Insurance: Health Insurance is effective after 90 days of employment. Employees may elect a PPO or HMO plan. Provider is BCBS of Florida. Dental Insurance: Dental Insurance is effective after 90 days of employment. Employees may elect a PPO or HMO plan. Provider is Mutual of Omaha. Vision Insurance: Vision Insurance is effective after 90 days of employment. Provider is Mutual of Omaha. Employee Wellness Center: Free to employees, dependents, and retirees who are enrolled in the City's health insurance. The EWC provides free onsite Health Risk Assessments, doctor appointments, basic lab work, and some generic prescriptions. Retirement: A (401A) non-contributory defined contribution pension is provided for general employees. The City contributes 5%.Certified Police employees join the Chapter 185 Plan which requires employees contribute a predetermined percent into the plan. Certified Fire employees participate in a plan which exceeds the requirements of Chapter 175 and which requires employees contribute a predetermined percent into the plan. All employees may elect to tax defer an amount allowed by the IRS to a 457 deferred compensation account Life Insurance: $50,000.00 policy - 50% at age 70 for general employees, police and fire - 100% premium paid. Bereavement Leave: 24 hours of leave with pay. Holidays: 11 paid holidays. PTO Sell Back program: Employees are eligible to sell PTO time back to the City, a maximum of 2 times per fiscal year for a total of 160 hours. Employees can only sell back as much PTO time as they have actually used in the previous 12 months. Employees covered by a CBA may sell time a maximum established by their written bargaining agreement. Computer Purchase: The City will finance the employee's purchase of an approved computer system up to $1,000.00. Total of loan divided by 39 payroll deductions. Fitness Programs: The City will pay 50% payment of the monthly fee for the employee and spouse for one fitness center each. Participating centers are: Not the Norm Crossfit, Planet Fitness, Anytime Fitness, and Infinity Fitness. Safety Shoes: The City will pay up to $150.00 per year for the cost of one pair of approved safety shoes/boots for those positions requiring safety shoes/boots.

Supplemental Questions