Salary : $53,040.00 - $76,772.80 Annually
Location : Gahanna, OH
Job Type: Full Time
Job Number: 20240805
Department: Information Technology
Opening Date: 08/05/2024
Closing Date: 8/28/2024 11:59 PM Eastern
FLSA: Exempt
Bargaining Unit: 10
Job Summary
Under general supervision from the IT Manager, the Information Technology Support Specialist II is responsible for providing tier two (2) technical assistance and support related to computer systems, hardware, or software, both in city office space and City mobile units, and related duties as required.
Starting Salary Range: The starting salary is between the minimum and midpoint of the range ($53,040 - $64,979 annually). Candidates will start at the minimum of the range unless their skills, experience, education, or other factors exceed the qualifications for the position.
Essential Job Functions Monitors and responds to Help Desk inquiries and support tickets in a timely and efficient manner. Provides tier 2 support to end users in a desktop, server, and infrastructure environment. Responds to requests promptly, which may require providing service outside of regular business hours. Acts as project technical specialist on information technology projects. Maintains accurate inventory of computer devices and other hardware. Maintains phone system end devices and associated wiring; troubleshoots problems and makes changes as needed. Install new cabling, replace cabling, terminate, and test cabling. Assists with training classes as necessary to support existing and emerging technologies. Configure, manage, maintain, and report metrics for enterprise applications related to: Enterprise imaging system for PC deployment (Windows Deployment Toolkit - MDT) Mobile device management system for mobile devices (Jamf) Enterprise anti-virus, anti-malware systems, and Multi-Factor Authentication (Watchguard EPDR and Authpoint) Enterprise software deployment package (PDQ & PowerShell) Evaluate, research, recommend, purchase, set up, and test equipment, supplies, hardware, and software. Works collaboratively with the Systems Administrator on configuration change management and maintenance of system images. Develops workflows for system images and installation. Creates and maintains documentation of processes and procedures. Assists Systems Administrator and Network Administrator with tasks as necessary. Regular, predictable, and punctual attendance is required. Minimum Qualifications
Any combination of education, training, and experience that provides the required knowledge, skills, and abilities to perform the essential functions of the job. A typical way to qualify is three (3) or more years of information technology or related experience and a bachelor's degree in computer science, information systems management, or a related field. Experience with Public Safety is preferred.
Licensure or Certification Requirements: Acquire and maintain LEADS and NCIC certification within six (6) months of hire. Completed OSSI CAD/RMS and Mobile Computer Terminal System Administrator training within two (2) years of hire. Current and valid Ohio driver's license with an acceptable driver's abstract to meet criteria for insurability established by the City of Gahanna. Important Job FunctionsCoordinates with IT staff to ensure City policies, procedures, and protocols are being implemented appropriately. May serve as backup for other positions within the Information Technology department. Inform and train users in equipment and software operations; analyze and make recommendations on response time, training design, user support needs, and end-user satisfaction. Performs all other related duties as assigned. Knowledge, Skills, and Abilities Knowledge Of: Computers, servers, operating systems, fiber optics, virtualized network designs, Wi-Fi client services, and technologies. Hardware and Software troubleshooting and diagnostic techniques. Telephone systems and troubleshooting techniques. Project management techniques for hardware life cycle management. All computer applications and hardware related to the performance of the essential functions of the job. Office practices, equipment, and forms control. Server maintenance and administration Skill in: Managing multiple complex projects simultaneously. Running diagnostic programs to resolve problems. Programming and troubleshooting Providing excellent support to end users, including customer service and high work product quality. Analyzing situations and issues independently. Thinking logically and exercising technical judgment in troubleshooting computer applications and programs. Working with a high degree of accuracy and attention to detail. Working collaboratively within a team environment and with individuals in user departments. Ability to: (Mental and Physical Abilities) Speak and write effectively. Establish and maintain effective working relationships with others. Work with and maintain sensitive information. Apply logical thinking to solve problems or accomplish tasks; to understand, interpret, and communicate. Communicate effectively with end users, vendors, and the general public. While performing the essential functions of this job, the incumbent is regularly required to sit, see clearly; hear; read, and write. Walk; stand; grasp and hold objects; stoop, reach, bend; continuously keyboard; and occasionally drive, work at night, or lift moderate objects up to 50 pounds. Working Conditions: Work is performed in a normal office environment with some exposure to outdoor temperatures or dirt and dust. Frequently performs work on equipment within a City vehicle or at an off-site facility. The incumbent's working conditions range from moderately quiet to very loud.
The City of Gahanna offers comprehensive benefit packages including health insurance, prescription drug insurance, employer-paid dental and vision insurance, Health Savings Account contributions, life insurance, supplemental life insurance, AD&D insurance, retirement benefits, deferred compensation programs, and an Employee Assistance Program. The City also offers vacation, personal time, sick leave, paid holidays, flex time, and public service credit (when applicable). In addition, the City also offers college tuition reimbursement, employer-paid professional development, and an annual service credit. *Subject to change with collective bargaining agreement and/or salary ordinance changes.
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This position requires employees to be at least 18 years old at the start of employment. Will you meet this requirement? Yes No
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Briefly describe how your experience relates to this position.
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Please indicate the years of experience you have related to this position: Less than 4 years 4 years More than 4 years
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Do you have a Bachelor's degree in Computer Science, Information Systems Management, or related field? Yes No
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