Technical Support Specialist II - City of Cleveland, FL : Job Details

Salary: $44,696.00 - $58,106.00 AnnuallyLocation : 0115 - Muni Court JudicialJob Type: Full-timeJob Number: 8215-HRDepartment: 0115 - Muni Court JudicialDivision: 011501 - Municipal Court-JudicialOpening Date: 10/22/2024Closing Date: ContinuousDescriptionTechnical Support Specialist II Examples of Duties

Triage technical and case management system issues and service requests via phone, email, using VNC, and in person.

Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool (Track-IT).

Accurately record and document all details of asset moves, adds, and changes for each issue or service request, including categorization and priority into the IT service desk tool of record.

Training other staff members on troubleshooting and diagnosing problems.

Writing, editing, and revising training manuals for new and updated software and hardware.

Diagnosing and resolving problems with networks and other computer systems.

Following up with customers to ensure full resolution of issues.

Remotely accessing hardware or software for clients to make changes and fix problems.

Analyze help desk calls and develops and implements remedies and/or preventative procedures/recommendations on a timely basis.

Participate in Business Process Re-Engineering for all IT supported processes.

Monitor help desk logs to develop corrective action to address repetitive problems. Participate in training needs assessment for various departments and recommends training based on assessment. Provide feedback to department managers and trainers.

Advise and train Court personnel relative to changes in procedures, processes and proper use of hardware and software and case management system.

Provide quality service that continuously improves, that meets or exceeds public expectations, and that ensures all are treated with courtesy, dignity, and respect.

Minimum Qualifications Bachelor's Degree Computer Science or related field desired. Three to five years of related professional experience required. Demonstrated experience in developing and conducting presentations and training required. Supplemental Information 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. Alternative qualifications may be substituted if sufficient to perform the duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Microsoft Windows 10 required. Windows Server 2012, and/or 2016, Microsoft Active Directory maintenance experience desired.

Demonstrated experience with personal computers, printers, desktop productivity software, and local area networks.

Excellent oral and written communication skills.

Ability to organize and prioritize duties.

Microsoft SQL Server2008, SQL Server 2016, Cisco networking and telephony, Exchange Administration, Group Polices, Active Directory skills preferred.

Experience with audio video recording and video conferencing preferred.

The City's guiding principles are as follows: Placing Clevelanders at the Center, Empowering Employees to Do Purposeful Work, Defining Clear and Pragmatic Objectives, Leading with Trust and Transparency, Striving for Equity in All We Do, and Embracing Change. All City employees are responsible for embracing and carrying out these principles in all that they do.The City of Cleveland makes available a variety of benefit options depending upon your employment status and any applicable union membership. In general, benefit options include comprehensive medical, dental, vision, prescription medical and life insurance. Specific information regarding benefit eligibility will be discussed and reviewed at the time of hire.