IT Specialist (Level 2)

JOB PURPOSE
Perform activities related to the day to day functioning of the City's Department of Innovation and Technology (DoIT). This includes work with the helpdesk system, desktops, laptops, mobile devices, servers, network infrastructure, application services, websites, and other technology driven services or hardware. The breadth of such interactions include documenting, troubleshooting, issue resolution, and implementation services. This person reports to the Deputy Director.

PRIMARY TASKS/ACTIVITIES

• Maintain and administer computer networks and related computing environments including computer hardware, systems software, application software, and all other related items.
• Perform system upgrades, both software and hardware.
• Diagnose, troubleshoot, resolve, and clearly document hardware, software, or other network or IT related system problems.
• Maintain all application security access, including, creating, modifying, and removing user access as required.
• Monitor and maintain all City IT security infrastructure, including anti-virus systems.
• Assist in enforcing all City cyber security policies.
• Manage helpdesk tickets as they are assigned to the technician.
• Process, configure, and deploy IT assets as needed.
• Manage telephony systems.
• Manage website content including, monitoring for accuracy, modifying existing content, and developing new content as needed.
• Develop new technology opportunities as you see opportunities for improvements in existing hardware, applications, and workflow processes.
• Be available for on-call services on a regular schedule.
• Organize, plan, and prioritize work.
• Communicate with all levels of City staff and co-workers.
• Assist in one-on-one and class based training.
• Any and all other duties as assigned.

SECONDARY TASKS/ACTIVITIES

• Maintain technical documentation of all systems and solutions.
• Maintain training materials.
• Run prescheduled upgrades and maintenance activities.
• Manage and monitor backup systems
• Monitor physical security systems.
• Assist in researching new technologies.
• Help monitor for undocumented concerns that can arise.
• Collect data about client's needs.
• Monitor the effectiveness of existing technology and workflows.
• Coordinate project tasks with other staff, clients, and vendors.
• Perform project tasks as assigned.
• Research equipment and request equipment needs with supervisors.
• Oversee & assist in the training of new employees.
• Assist overseeing IT interns.
• Monitor and respond to department emails and phone calls.
• Maintain an understanding of emerging technologies and how they could impact the City.
• Assist the Director and Deputy Director in any and all assigned tasks.
• Any and all other duties as assigned.

PHYSICAL REQUIREMENTS
General physical activities such as standing, walking, sitting, bending, stooping, kneeling, and crouching are a requirement of this position. This job requires lifting, reaching, handling & moving objects up to 50 pounds. Person can be required to work within confined spaces or areas of height for extended periods of time. The use of ladders is required. Ability to work in non-climate controlled environments for extended periods of time.

QUALIFICATIONS

• Years of experience: 3 years of IT experience in various IT roles.
• Education: Associate's Degree in computer networking or hardware required; Bachelor's Degree preferred.
• Certification: Comptia A+ required; Comptia Network+ preferred.
• Ability to pass a LEIN background check required.
• Municipal government IT experience preferred.

KNOWLEDGE & SKILLS
Basic Knowledge:

• Clerical
• English Language
• Mathematics
• Customer and Personal Service
• Knowledge of City practices, department information, general events, etc.

Required Knowledge:

• Computers and Electronics
• Technology
• Telecommunications
• Networking
• Project Management

Basic Skills:

• Active Listening: Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Reading Comprehension: Understanding written sentences and paragraphs in work related documents.
• Writing: Ability to coherently write technical level documentation and training materials.
• Speaking: Talking to others to convey information effectively.
• Mathematics: Using mathematics to solve problems.
• Critical Thinking: Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
• Attention to Detail: Verify the accuracy of information and documentation.
• Monitoring: Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
• Time Management: Managing one's own time and the time of others.
• Multi-Tasking: Ability to prioritize and perform multiple activities.
• Flexibility: Ability to adjust priorities and workflow quickly as the situation becomes fluid without losing sight of department goals.
• Complex Problem Solving: Identifying complex problems and reviewing related information to develop and evaluate options and implement solutions.
• Self-Motivation: Strong sense of self-motivation to resolve issues and develop personal skills and knowledge.
• Ethical: Views every action from an ethical and integrity viewpoint to assist in determining the proper action.
• Process Driven: Works in a meticulous and process driven fashion to make sure all tasks are completed fully.
• Big Picture Thinking: Able to review a situation, problem, or action and determine how it will impact the entire City IT infrastructure and services.

Social Skills:

• Service Orientation: Actively looking for ways to help people.
• Social Perceptiveness: Being aware of others' reactions and understanding why they react as they do.
• Coordination: Adjusting actions in relation to others' actions.
• Negotiation: Bringing others together and trying to reconcile differences.
• Persuasion: Persuading others to change their minds or behavior.
• Customer Driven: Actively engaged in providing the best possible experience of the clients.

Computer Skills:

• Navigation: Using scroll bars, a mouse, and dialog boxes to work within the computer's operating system. Being able to access and switch between applications and files of interest. Using dual monitors.
• Databases: Using a computer application to manage large amounts of information, including creating and editing simple databases, inputting data, retrieving specific records, and creating reports to communicate the information.
• Spreadsheets: Using a computer application to enter, manipulate, and format text and numerical data; insert, delete, and manipulate cells, rows, and columns; and create and save worksheets, charts, and graphs.
• Word Processing: Using a computer application to type text, insert pictures, format, edit, print, save, and retrieve word processing documents.
• Websites: Ability to navigate and understand multiple web based applications.
• Enterprise File System: Active Directory and SQL systems.
• Operating Systems: Understand and advanced knowledge of computer OS including configuration and navigation.
• Scripting and Programming: Understand and be able to build basic scripts, programs, and XML configuration files.
• Computer Programs

 Microsoft Office Suite
 Adobe Suite
 Internet Browsers (Edge, Chrome, Opera, Firefox)
 BS&A Modules
 AccessIt Universal
 Wireshark
 Microsoft Operation Systems: Server 2008R2 through Server 2022, Windows 7 through Windows 11
 Telnet
 CLI systems, including Powershell and Command Line
 Active Directory
 Registry
 Google Suite
 FTP Applications (Filezilla and WinSCP)
 Audio Visual Systems (Crestron)
 iOS Systems (iPads and smart phones)
 Apple Business Essentials
 Android Systems
 Any other program required to perform job duties

Office Equipment:

• Desktop and laptop computers
• iPads
• Fax machines
• Multipurpose printers
• Large Scale plotter/scanners
• Special purpose multi-line telephones
• Button set
• Label maker
• Electronic whiteboard
• Dual monitors
• Wall mounted monitors
• Networking tools

Other Equipment:

• HVAC systems
• Generators
• Power distribution systems
• Door locks and other physical security systems
• Cameras and motion sensor equipment