Technical Support Specialist II

About the Department

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.

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.

Position Duties

ESSENTIAL AND RESPONSIBILITIES include the following: (Other duties may be assigned.) Triage technical and case management system issues and service requests via phone, email, using VNC, and in person. Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Track-IT). 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. Training other staff members on troubleshooting and diagnosing problems. Writing, editing, and revising training manuals for new and updated software and hardware. Diagnosing and resolving problems with networks and other computer systems. Following up with customers to ensure full resolution of issues. Remotely accessing hardware or software for clients to make changes and fix problems. Analyze help desk calls and develops and implements remedies and/or preventative procedures/recommendations on a timely basis. Participate in Business Process Re-Engineering for all IT supported processes. 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. Advise and train Court personnel relative to changes in procedures, processes and proper use of hardware and software and case management system. Provide quality service that continuously improves, that meets or exceeds public expectations, and that ensures all are treated with courtesy, dignity, and respect. The above statements are intended to describe the general nature and level of work being performed by individuals assigned this classification. They are not an exhaustive list of all duties to be performed. Other duties may be assigned. SUPERVISORY RESPONSIBILITIES None

• Triage technical and case management system issues and service requests via phone, email, using VNC, and in person.
• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Track-IT).
• 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.
• Training other staff members on troubleshooting and diagnosing problems.
• Writing, editing, and revising training manuals for new and updated software and hardware.
• Diagnosing and resolving problems with networks and other computer systems.
• Following up with customers to ensure full resolution of issues.
• Remotely accessing hardware or software for clients to make changes and fix problems.
• Analyze help desk calls and develops and implements remedies and/or preventative procedures/recommendations on a timely basis.
• Participate in Business Process Re-Engineering for all IT supported processes.
• 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.
• Advise and train Court personnel relative to changes in procedures, processes and proper use of hardware and software and case management system.
• 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

Minimum Qualifications

KNOWLEDGE, SKILLS and ABILITIES To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Alternative qualifications may be substituted if sufficient to perform the duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Microsoft Windows 10 required. Windows Server 2012, and/or 2016, Microsoft Active Directory maintenance experience desired. Demonstrated experience with personal computers, printers, desktop productivity software, and local area networks. Excellent oral and written communication skills. Ability to organize and prioritize duties. Microsoft SQL Server2008, SQL Server 2016, Cisco networking and telephony, Exchange Administration, Group Polices, Active Directory skills preferred. Experience with audio video recording and video conferencing preferred. Must have or develop an understanding of the functions of Court departments in order to assess needs and provide appropriate services. Strong customer service skills required. EDUCATION AND/OR EXPERIENCE Bachelor’s Degree Computer Science or related field desired. Three to five years of related professional experience required. Demonstrated experience in developing and conducting presentations and training required.

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

Other Qualifications

PHYSICAL DEMANDS T he physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the position. Must be able to push and pull up to 75 pounds and lift and carry 15-20 pounds on a regular basis. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. COURT EXPECTATIONS of EMPLOYEE In accomplishing the responsibilities of this position, the Court expects that the employee will adhere to the mission and values of the Court as well as all Court policies and procedures. In addition, while carrying out the duties of this position, the employee is expected to model high ethical conduct on and off the job and exhibit a professional and respectful demeanor with all Court employees. Qualified applicants will be required to submit to testing and may be required to provide writing samples. Proof of education and employment references will be required before final interview. Employment predicated upon successful completion of criminal record check and drug testing and 180-day work testing period. 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.

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.

Benefits

The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire.

Agency Information