Support Technician I

Support Technician I

The Support Technician I is responsible for providing first line support to end users. This position resolves users' problems by troubleshooting and resolving hardware, software and connectivity problems. The Support Technician I works independently within established policies and procedures, and supervision consists of general instructions.

Examples of Essential Functions

Provides end user support regarding hardware, software and connectivity. (95%) Troubleshoots hardware, software and connectivity malfunctions and provides appropriate solutions. Answers, evaluates, and prioritizes service requests received via telephone, voicemail, e-mail, and in-person. Performs diagnostics with user to collect information about problem to determine source of error. Coordinates with end users and managers to ensure that user requirements are met prior to closing trouble tickets. Logs and tracks end user technology issues in problem management database and records resolution information. Partners with external hardware, software and telecommunication providers in resolving data communication problems. Installs and/or upgrades departmental systems: workstations, networks and portable computers. Brainstorms with team members to resolve more complex problems and escalates difficult issues to Support Technician II and/or Support Technician III for additional technical support. Maintains network/workstation user account maintenance, establishes new user access and performs password resets and/or changes. Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network.

Additional Duties and Responsibilities (5%) Performs all duties and responsibilities in a manner consistent with the core values of the City, and consistent with City and Department policies. Completes the identified required or assigned training timely and applies acquired knowledge and/or skills. Participates in department meetings, staff meetings and other related activities. Adheres to laws, regulations and policies of the City and of the assigned Department. Follows instructions provided by the supervisor, Department Director or their designee. Follows safe working practices and has a working knowledge of safety practices and procedures. Maintains, preserves, retains and disposes public records pursuant to FS Chapter 119.

Emergency Management Role Participates as a member of the City staff as required to take action in the event of an emergency. Acts in the assigned role to support the City in disaster preparation and/or disaster recovery efforts as described in the City of Casselberry Emergency Management Plan, supervisor or designee.

Typical Qualifications

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.

Education and Training: A minimum of a High School Diploma or GED is required; an Associate's Degree in computer science or related field is preferred. A comparable combination of education and experience may be considered.

Experience: A minimum of one (1) year experience in computer technical experience to include troubleshooting is required. Government agency experience preferred. A comparable combination of education and experience may be considered.

Certificates, Licenses and/or Registrations Required: CompTIA A+/N+ certification is preferred, and possession/maintenance of a valid Florida Driver's license is required. A Motor Vehicle Record (MVR) check will be made to determine acceptance of past driving record.

Security Clearance: Florida Department of Law Enforcement background clearance is required.

Knowledge, Skills and Abilities:

• Knowledge (basic level) of computer science, computer systems, concepts, techniques and operating principles.
• Knowledge of current technology and trends of the computer industry.
• Knowledge (basic to intermediate level) of how to install, troubleshoot personal computers, peripherals; to include but not limited to printers, telephones, scanners and operating systems.
• Knowledge (intermediate to advanced level) of Microsoft Office Suite; including but not limited to Outlook, Word, and Excel.
• Knowledge of applicable laws and license requirements affecting work; including but not limited to FDLE, HIPAA, and PCI.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Skill in organizing resources and establishing priorities.
• Skill in the installation of upgrades to network, workstations, and portables.
• Ability to establish and maintain working relationships with other employees and the public.
• Ability to communicate technical information to nontechnical personnel.
• Ability to train personnel in general application software.
• Ability to multitask and manage frequent interruptions.
• Ability to install, configure and maintain personal computers, networks and related hardware and software.
• Ability to identify and resolve computer system malfunctions and operations problems.
• Ability to learn and support new systems and applications.
• Ability to operate a motor vehicle.

Supplemental Information

The work environment and physical demands described here are representative and not intended to be all-inclusive of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made when requested to enable individuals with disabilities to perform the essential functions.

A. Work Environment: This position primarily performs the duties in an office setting. Occasionally, this position may be exposed to outside various weather conditions while traveling to support another location, works near moving mechanical parts and may have risk of electrical shock/explosives. The noise level in the work environment is moderate and consistent with an office environment.

B. Physical Demands: The primary functions require prolonged periods of time sitting and using hands to handle or feel, in addition, this position is required to stand and walk. This position will occasionally be required to bend, push, pull, drive, stoop, kneel, crouch or crawl. And reach with hands and arms. In addition, this position may be required to frequently lift and carry up to fifty (50) pounds and occasionally lift and carry with or without assistance up to one hundred (100) pounds. Vision and hearing with or without correction is required.

C. Equipment/Tools and Technology Used: This position utilizes the following tools and equipment while performing the duties of the job: Desktop computer, desk phone, mobile phone, desktop scanner, copier, wiring tools and devices and hand-tools.

D. Employee Infection/Exposure Risk Classification: Category III: Employee performs tasks that involve no exposure to blood, body fluids or other potentially infectious materials (OPIM). Persons who perform these duties are not called upon as part of their employment to perform or assist in emergency medical care or first aid, or to be potentially exposed in some other way. Tasks that involve handling of implements or utensils, use of public or shared bathroom facilities or telephones, and personal contact such as handshaking are Category III tasks.

The City of Casselberry offers a competitive salary and a comprehensive benefits package.