<p>SUMMARY - The Junior IT Support Specialist position provides first-level software, hardware, and user account support to users of the City's computer systems. Responsibilities include managing day to day hardware and software support to include Windows-based desktops and laptops, printers, scanners, and phones. Work is performed under the general supervision of the Deputy Director and IT Support Manager, but considerable leeway is granted for the exercise of independent judgment and initiative. The nature of the work performed requires the employee to establish and maintain effective working relationships with general government employees, police officers, and public safety dispatchers. The employee in this position will be relied upon to effectively support the City's end user's technology to ensure minimal system down time.</p> <p>ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties unique to this Department may be assigned to an individual with specific expertise, not to exceed a reasonable workload.</p> <ul> <li>Monitor the IT Help Desk and perform ticket triage, categorization, response, assignment, and escalation. </li><li>Receive telephone, email, and in-person support requests, documenting those requests and actions taken in the IT Help Desk software. </li><li>Document resolutions and common solutions in the IT Help Desk. </li><li>Maintain an up-to-date IT asset inventory and assist with quarterly inventory audits. </li><li>Provision, deploy, and provide regular maintenance and support for common IT assets such as workstations, laptops, printers, scanners, and common peripherals. </li><li>Perform troubleshooting to diagnose issues with common IT assets and network connectivity. </li><li>Test, image and clean PCs, laptops, monitors, printers, scanners, and other related hardware. </li><li>Maintain, analyze, and troubleshoot software and computer peripherals. </li><li>Set up, configure, and add computer peripherals. </li><li>Assure that all tickets requiring follow up work and/or calls receive appropriate attention. </li><li>Provide technical support to end users via telephone. </li><li>Manage and troubleshoot common network user account issues, including lockouts, access privileges, and multi-factor authentication. </li><li>Configure and support mobile devices including Android and IOS devices using Microsoft Intune. </li><li>Install, deploy, and provide regular maintenance and support for common applications and platforms such as Microsoft Office, Microsoft Teams, Microsoft SharePoint, Zoom, etc. </li><li>Willingly and cooperatively accepts other related duties and responsibilities as assigned. </li></ul> <p>SUPERVISORY RESPONSIBILITIES - None.</p> <p>MINIMUM QUALIFICATIONS - The minimum eligibility requirements for employees in this position are as follows:</p> <ul> <li>EDUCATION and/or EXPERIENCE - High School diploma or GED from an accredited school, preferred 2 years related help desk support experience in a networked environment. </li><li>CERTIFICATES, LICENSES, REGISTRATIONS - A+ preferred </li><li>Computer Skills - Must be proficient in the use of the Microsoft Windows operating system, Microsoft Office 365 including SharePoint. </li></ul>