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City Utilities of Springfield Desktop Support Specialist I in Springfield, Missouri

Desktop Support Specialist I - ( 22000320 )

Description

PURPOSE OF POSITION:

Under the direction of the Supervisor - IT Desktop Support or designee, provides exceptional service to Information Technology (IT) customers by maintaining a central point where customers can report problems, ask questions, seek resolution, and obtain status of requests related to project/tasks. Assists in coordination between all areas of IT in resolving Support Center calls, completing requests, and providing communication support for all aspects of IT. Assists as a technical resource in a project environment and provides daily desk side support to customers. Develops, researches, maintains, and documents support actions into an ITIL based trouble-ticketing application in an enterprise environment compliant with SLA’s and ITIL practices. Assist in developing and teaching IT related training classes to the employees of City Utilities, which includes the MS Office 365 products suite. Installs, maintains, configures images to work with various software and operating systems, and supports all aspects of computer hardware and software, printers, and peripherals.

ESSENTIAL JOB FUNCTIONS:

  1. Incorporates Support Center action items into individual’s personal role and participates in completing them.

  2. Assists in coordinating all IT communication to customers, including receiving and coordinating all Support Center calls and requests.

  3. Must be able to research, make technical decisions, and implement the best solution for the customer’s desktop environment in conjunction with our standards and budgetary responsibility.

  4. Defines, monitors, and applies IT policies when appropriate.

  5. Must have an awareness of Information Technology Infrastructure Library (ITIL), IT Service, and best practices.

  6. Must participate in IT asset management decisions and processes.

  7. Promotes the use of IT services through knowledge of marketing strategies. Writes or presents recommendations for departmental review and approval.

  8. Maintains knowledge of new technologies through product research, technical reports, training, etc., which will enhance decision-making capability in providing cost-effective IT solutions.

  9. Writes Request for Proposals, Request for Information, and Requisitions to purchase computer hardware and software, printers, and peripherals.

  10. Documents IT support calls, resolutions and provides follow-up on communications.

  11. Develops, implements, and monitors Support Center reports and procedures. Provides data for management review concerning Support Center activity.

  12. Writes and records formal communication (via email or voice mail messages) to communicate the status of infrastructure issues that affect user’s connectivity with the network.

  13. Assists with coordinating installs and support of IT equipment. This will require time management and decision-making skills to ensure that the desktop hardware and software are configured at the appropriate time along with granting the appropriate Network access. Coordination and communication will need to occur with Network Operations, Facilities, Telecommunications, and the customer. This will also require physical capabilities in lifting and moving IT equipment.

  14. Provides recommendations to management for desktop hardware, software, printer, and peripheral needs. These recommendations will need to be submitted with business justification and cost.

  15. Troubleshoots and researches operating systems, application software, and hardware problems. Then implements the solution and updates IT’s Service Management knowledge base.

  16. Assists in periodic audits to ensure compliance to company policies.

  17. Conducts one-on-one training on the use of products associated with the desktop, including the network and computer hardware and software during installations.

  18. May assist with creating the monthly IT Computer Training Calendar, enrolling employees into classes, prepares training documentation and sets up the classroom.

  19. Assists external customers, when on-site, in connecting their computer equipment to CU projection systems, as well as connection to CU’s corporate wireless network.

  20. Provides input in forecasting future budget needs for IT and understands how it relates to our customers.

  21. Travel between City Utilities’ various locations around Springfield (a City Utilities’ vehicle is available for shared use within the Support Center).

  22. Assists employees with Microsoft Applications on employee-owned devices. Provides one-on-one training and CU policy review with the employee to ensure proper use.

  23. Coordinates reservations and provides technical support for checkout equipment such as laptops, projectors, thumb drive, and MiFi units for employee use.

  24. Assists in identifying spyware, adware, and virus intrusion on the computer in order to protect the integrity of the network and user data.

  25. May assist on the Support Center on-call and phone rotation.

  26. Performs other related duties as required or assigned by management.

QUALIFICATIONS:

Education and Experience:

Bachelor’s degree from an accredited college or university with a major or minor in Business, Office Systems, Communications, Public Relations, Computer Information Systems, Computer Science, or a related field is required. Exceptional experience and/or certification in A , Network , MCSE, MCDST, HDI Help Desk Analyst and/or Support Technician, or ITIL Certification may be considered in lieu of degree. One year of recent experience related to supporting/troubleshooting/configuring personal computer hardware, software, Windows Operating Systems and MS Office 365 is required.

Licensing/Certification:

Certification in A , Network , MCSE, MCDST, HDI Help Desk Analyst and/or Support Technician, or ITIL Certification is preferred. Certification and training related to Hewlett Packard/Dell/Compaq is preferred. Must have a valid driver’s license (minimum Class F).

Knowledge, Skills and Abilities:

  • High analytical, organizational, problem-solving, decision-making, and relational skills.

  • Capability to quickly learn and become familiar with technical subjects is essential.

  • Ability to:

  • Communicate clearly, concisely, and convey technical information in non-technical terms.

  • Meet and deal with people cooperatively and effectively.

  • Prioritize and work a wide range of technical support calls.

  • Meet deadlines and scheduling of work for timely completion.

  • Troubleshoot and diagnose wireless related solutions on portable mobile devices.

  • Working knowledge of Microsoft Windows, Microsoft Office 365 client and cloud-hosted applications, smartphone devices, Citrix-based applications, Internet Explorer, Chrome, and SharePoint.

  • Experience with vehicle mounted computer hardware, Panasonic Toughbooks, tablets, air cards and GPS.

  • Good oral and written presentation skills.

  • Good telephone skills and be able to multitask while communicating effectively with customers and team members over the phone and in person.

  • Assist in installing, maintaining, and supporting all aspects of IT equipment.

  • Some knowledge of cybersecurity principles as they relate to end users, including the appropriate use of information resources and support of anti-virus/malware protection software.

  • Experience in developing, reviewing, researching, and documenting support actions into an ITIL based service management application in an enterprise environment compliant with SLA’s and ITIL practices.

Physical Requirements:

Typically, sedentary work. Ability to express or exchange ideas by means of the spoken word and receive detailed information through oral communication. Substantial movements of the wrists, hands, and/or fingers, and close visual acuity to operate a computer is required. Bending and stooping may be required for filing and file retrieval. Must be able to lift 25 pounds (computer equipment).

Working Conditions:

Normal office environment. Duties will be performed at various City Utilities' locations and may require flexible hours.

Miscellaneous Requirements:

Must be able to work successfully with diverse groups of people.

Full/Part Time: : Full-time - Regular

Work Schedule: : 8AM To 5PM MON-FRI

Work Locations : MO-Springfield

Department : Information Technology

Supervisor's Title: : Supervisor-IT Desktop Support

Pay Range: : Grade 55 Minimum: $987.49/week Midpoint: $1,209.68/week

Job Posting : Nov 22, 2022, 10:55:40 AM

Req ID: 22000320

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