Desktop Support

• This is an OnSite job with Hours of Operations from 7.30 AM to 5.30 PM EST Monday Friday (Except City Holidays). However if required the client may ask to provide support on behalf of IT for the time period during and immediately following Citydeclared emergency operations.
  
• The candidate must have or obtain a current and valid Virginia or North Carolina drivers license in accordance with Virginia or North Carolina DMV drivers license eligibility requirements.
  

• Assist in the implementation and maintenance of microcomputer systems which enable the City to meet data management needs.
  
• Maintain and update documentation of computer procedures which could include technical support data and disaster recovery information.
  
• Conduct technical research and analysis of computer hardware specifications to identify and recommend the best technical and cost effective solution; and review software and hardware enhancements for compatibility.
  
• Assist in acquisition and installation of hardware and software to the required quality specifications; and install workstations.
  
• Identify and resolve hardware and/or software problems.
  
• Develop computer literacy among employees using informal and formal training sessions.
  
• Perform other job duties requiring skills knowledge and physical requirements as demanded by those duties described or less. Individual assignments will be determined by the supervisor based on then current workloads and department needs.
  

Requirements

• Requires any combination of education (above the high school level) and/or experience equivalent to four (4) years in fields utilizing the required knowledge skills and abilities and associated with such positions as Systems Analyst MIS Professional Systems Engineer or Microcomputer Specialist with at least two (2) years of concentrated work with microcomputer systems.
  

• Knowledge of industry standard data processing concepts including the fundamentals of hardware and software troubleshooting and best practices.
  
• Knowledge of information technology solutions including office automation suite local area networks operating systems and peripheral equipment.
  
• Knowledge of basic connectivity standards and related communications facilities which could include adding hardware and software to work effectively.
  
• Knowledge of City Departmental and Divisional policies procedures guidelines directives and standards.
  

• Skill in microcomputer hardware installation troubleshooting and maintenance and software installation upgrading and troubleshooting.
  
• Skill in basic hardware software and network debugging techniques and practices.
  
• Skill in working with members effectively and professionally.
  
• Skill in effective use of basic office automation software.
  
• Skill in organizing and interpreting technical data and providing technical support for hardware and/or software based on established procedures.
  
• Skill in installing and troubleshooting desktop and/or network and/or hardware components office automation and network problems.
  
• Skill in articulating complex desktop or network issues effectively both orally and in writing.
  

• Ability to manage high volume ongoing duties while maintaining responsiveness to staff and management requirements.
  
• Ability to shift priorities as directed.
  
• Ability to recognize trends in the constantly changing field of technology for applicability to specific tasks assigned.
  
• Ability to work with management and staff in IT and other departments.
  
• Ability to troubleshoot and identify hardware office automation and network problems.
  
• Ability to work with users to promote organizational computer literacy and knowledge of City Departmental and Divisional policies procedures guidelines directives and standards
  
• Ability to instruct people with limited computer experience or knowledge.
  
• Ability to coordinate with groups/members on purchasing needs; recommend new equipment for replacement and expansion.
  
• Ability to effectively determine which issues problems or concerns are appropriate for escalation and which should be resolved by the individual member.
  
• Ability to perform other related duties as required.
  

• HDI Support Center Certification
  
• ITIL Foundation (newest version)
  
• Exam MD101 : Managing Modern Desktops
  

• Microsoft 365 Certified : Fundamentals
  
• Apple Certified IT Professional
  
• CompTIA A
  
• CompTIA Net
  
• CompTIA Sec