Job Description

JOIN REDMOND!

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The City of Redmond is a thriving, culturally diverse community and home to over 80,000 residents. Redmond is the hub of an array of commerce and industry ranging from technology, aerospace, and gaming to biomedical and innovation start-ups. In this role, you will represent the city, and our values of service, integrity, accountability, belonging and stewardship.


The Systems Support Specialist identifies, troubleshoots, diagnoses, and repairs hardware and software problems of the City's computer systems. System Support Specialists provide support to internal users of the City's data network, phone and computer equipment and systems via telephone, remote control, or on-site with the users.

ROLE & RESPONSIBILITIES

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Essential Duties and Responsibilities

Creates, implements, installs and maintains hardware and software accounts for users including new employees, terminations, contractors, etc. Administers automated workstation environment; assesses what needs to be installed, removed, and/or updated; ensures deployment is quick and seamless Manages and implements Windows, Security and Anti-virus and other program updates and patches; develops scripts for maintenance and updates Manages user accounts and administers services using a variety of applications such as System Center Configuration Manager, Active Directory, Deep Freeze and Unified Messaging to provide users with appropriate access to technology and services Provides phone, e-mail, remote control and desk-side technical support; answers/resolves questions and issues related to computer hardware and software, printers and other peripherals as well as problems with IP and mobile phones Provides technical advice and instruction to non-technical staff; troubleshoots, diagnoses and repairs hardware and software problems and network connectivity issues; cleans and performs minor repairs on computer hardware including monitors, keyboards, printers, peripherals and telephones Designs, develops and analyzes call tracking reports and uses call tracking system to log, update and report work orders Records, tracks and documents all pertinent end user information as well as a description of the problem; this tracking process includes all actions taken to achieve a successful resolution; monitors resolutions and provides appropriate reporting and status as necessary

Knowledge of and Skills in:

Current knowledge of IT principles and practices including technical support principles, processes, standards and best practices Knowledge of software and hardware configurations, including printers and other peripherals, mobiles devices and communication related software Knowledge of up-to-date operating systems and command/utilities at a user level Exceptional customer service skills Knowledge of desktop and server operating systems Solid understanding of IP networking, Virtual Private Networks (VPN) and wireless connectivity, including LAN, WAN and Wi-Fi

Ability to:

Analyze, troubleshoot and problem-solve Work alongside other technicians to diagnose and resolve system and/or end user issues Provide excellent customer service Communicate effectively orally, by phone, in person, and in writing Analyze technical problems and provide solutions Follow instructions Self-motivated and directed with a keen attention to detail Complete projects with minimal supervision Evaluate, prioritize and coordinate solutions to issues; recognize sense of urgency and respond appropriately Effectively escalates problems to the appropriate, experienced technician or manager

QUALIFICATIONS

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Education and Experience

Vocational or Associate degree Three to four years of experience in a helpdesk or computer repair environment plus two years of experience analyzing, procuring, testing or maintaining personal computers and hardware and software systems Any equivalent combination of education, experience and training that provides the required knowledge, skills and abilities

Licenses and Certificates

Specific certifications may be preferred or required in some assignments.

Other

This class description describes the general nature of the work performed, representative duties as well as the typical qualifications needed for acceptable performance. It is not intended to be a complete list of all responsibilities, duties, and skills required of the job.


Please review the Systems Support Specialist job description for more information about the knowledge, skills, abilities, working conditions, and physical requirements.

BENEFITS

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Our employees earn competitive wages and enjoy an exceptional benefits package that includes:

MEDICAL INSURANCE - Choice of two plans for employees and their eligible dependents: Premera or Kaiser Permanente. All employee healthcare premiums paid for by the City of Redmond. PRESCRIPTION DRUG INSURANCE - Included with each medical plan DENTAL INSURANCE - For employees and their eligible dependents VISION INSURANCE - For employees and their eligible dependents OTHER INSURANCE - Life, accidental death & dismemberment insurance, short and long-term disability, optional employee-paid voluntary life insurance FLEXIBLE SPENDING ACCOUNTS - For tax savings on healthcare and dependent care expenses PAID VACATION & HOLIDAYS - with (13) paid holidays per year EMPLOYEE ASSISTANCE PROGRAM (EAP) RETIREMENT PLANS - Department of Retirement Systems (DRS) plus additional options that include: Municipal Employees Benefit Trust (Social Security replacement plan) and MetLife 457 Plan Annual COLA adjustments Annual merit increases of up to 5%

To learn about benefits at the City of Redmond, please visit

C2MB (ajg.com)