Description

To provide a point of contact for end users to receive support and maintenance within the organization’s technology landscape including desktops, laptops, and mobile devices; includes installing, diagnosing, repairing, maintaining, upgrading, replacement and inventory of all related hardware, equipment and peripherals to ensure optimal computer system performance; administer city’s service desk application; and to perform a variety of technical duties as required.

Essential Job Duties

• Provide superior customer service by leveraging customer feedback and seeking continuous improvement.
• Perform a variety of onsite and remote functions in troubleshooting and resolving software and hardware concerns
• Maintain, repair and install end user software and hardware workstations and peripherals including, PCs, laptops, scanners, monitors, mobile devices, IP phones, printers, point of sale, and conferencing equipment.
• Utilize Support Desk application for trouble ticket management.
• Utilize client management system to manage computer clients, application and patch delivery, integrations with network monitoring and service desk applications, city control and compliance requirements and remote client support.
• Assist in network infrastructure installation, maintenance, configuration and administration with Network Engineer oversight.
• Assist in developing long-term strategies and capacity planning for meeting future end user computer hardware needs.
• Assist in maintaining an inventory of IT hardware assets including desktops, laptops, network infrastructure, and mobile devices.
• Collaborate with users regarding system and printing needs; analyze and test software and hardware for system compatibility; maintain endpoint virus protection and security.
• Coordinate IT activities with other City departments; provide training to users in operating system, file maintenance, physical and virtual desktop system utilities and office automation applications as required.
• Evaluate operations and activities of assigned system responsibilities; research and recommend improvements and modifications; collaborate and confer with vendors and suppliers; recommend or make purchases.
• Participate in the preparation of the Information Technology budget; submit budget recommendations.

City Organization Duties and Responsibilities:

• Represent the Department and City to other staff and members of the public.
• Provide quality customer service to individuals needing or assistance.

Fiscal Responsibilities:
Incumbent has the authority to make minor purchases under the purchasing policies of the department and City of Durango.

Supervisory Relationships:
Works under general supervision of the Infrastructure & Security Manager within the scope of general policies, procedures and objectives and is carried out in accordance with standard practices, instructions or previous training.

JOB QUALIFICATIONS – KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• Practices, methods, tools, materials and equipment of information technology.
• Operational characteristics of PC desktop systems, laptops, tablets, cell phones and peripherals.
• Principles and operating procedures of Windows, iOS and Android-based computer systems.
• Principles and techniques of various programming languages, database administration and data backup.
• Operational characteristics of LAN telecommunications, including Cat5/6 cabling, Ethernet switches and other telecommunications equipment.
• Principles and practices of technical analysis and documentation.
• Attend and participate in professional group meetings; stay abreast of new trends and innovations in personal computer, mobile device, peripheral and general information systems technology.
• Procedures, policies and operations within area of assignment.
• City employee handbook policies and procedures.

Skill in:

• Installing, configuring, analyzing and maintaining computer systems and peripherals, including printers, scanners and plotters.
• Utilizing Microsoft System Center Configuration Manager (SCCM) application.
• Operating, troubleshooting and training others in computer hardware and software programs utilized by the City.
• Utilizing support desk application for trouble ticket management.
• Communicating clearly and concisely in verbal and written form.
• Ability to present ideas in user-friendly language.

Ability to:

• Read, understand and interpret documents such as safety rules, operation and maintenance instructions, procedure manuals, etc.
• Write technical specifications for new desktop, laptop, tablets and peripherals.
• Read, interpret and apply complex technical publications, manuals and other documents.
• Interpret data and develop logical solutions to complex computer hardware and software application problems.
• Make recommendations in desktop systems, peripherals and software applications.
• Understand and follow oral and written instructions.
• Establish and maintain effective working relationships with those contacted in the course of work.
• Maintain after hours on-call support phone on rotating basis.
• Work the allocated hours of the position.

CONDITIONS OF EMPLOYMENT: All positions require satisfactory completion of a fingerprint background investigation to include local, state and federal criminal history. This requirement is based on the need for access to law enforcement facilities, records, and communications systems. Personnel will be held to a strict standard of legal responsibility and accountability in order to maintain state and federal certifications needed to perform job responsibilities. CJIS Security Awareness Training Level 4 will be required.

Work Environment:
Work is performed in a typical indoor office setting. The work is mostly sedentary with periods of mobility and light physical activity.

Physical and Mental Requirements/Activities:

• This work requires the occasional lifting of up to 10 pounds and the occasional exertion of up to 50 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
• Specific vision abilities required by this job include close, distance and peripheral vision; depth perception; and the ability to adjust focus. Will spend a large amount of time viewing a computer screen.
• Vocal communication and normal hearing are required for expressing or exchanging ideas by means of the spoken word.
• Acceptable verbal and conversation skills to effectively communicate with others via the phone, at meetings and to greet and assist visitors.
• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
• Frequent use of phone handset and repetitive use of hand & fingers to operate office equipment, use computer keyboard & computer mouse and to perform other office tasks.
• Ability to recognize occupational hazards in work activities and take safety precautions.
• Maintain mental capacity which allows the capability of making sound decisions and following directions.

Minimum Qualifications

Supplemental Information

Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time. The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.