Description

Department: Computer Resources

Reports to: IT Manager

Salary range: $23.69 - $29.02

Benefits information

FLSA Status: Non-exempt hourly

Position closes: Midnight on Monday, February 6, 2023

Position Summary: Under general direction, responsible for ensuring continuity of computer system services for computer users by providing the technical expertise, assistance, and project coordination necessary to install computer software products, modify/repair hardware and resolve technical problems. Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet city and user requirements. Provide support to staff on City-supported applications. Troubleshoot computer problems, determine source and advise on appropriate action.

Essential Duties and Responsibilities*: The essential duties and responsibilities listed below are central to the job or are the reason the position exists, and the employee must be able to perform each essential function satisfactorily. This list is not designed to cover or contain a comprehensive list of all duties and responsibilities. Duties and responsibilities may change at any time with or without notice. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Through training and end user support, provides instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems including but is not limited to hardware and City-supported applications (City email configuration, timesheet system log-in, etc.). Assures, within established guidelines, that users can access and work with the computer system(s).
• Provides technical assistance and advice in a timely manner to users as needed including support of Microsoft Office software and responding to questions users may have related to the software.
• Investigates user problems and identifies their source; determines possible solutions; consults with IT Manager and may test and implement solutions.
• Installs, configures, and maintains software and hardware products. This includes following guidelines established to complete a standard set-up of computers / hardware. May also install software and hardware beyond the standard set-up as directed. Repairs hardware as necessary and works with service vendors as directed.
• Provides set up of computer and related equipment for meetings and users as requested / scheduled.
• May research software products and applicability to organizational environment as requested by IT Manager.
• Assists with maintenance of City network and communication center information systems to include hardware and software applications.
• Troubleshoots telecommunications (phone) systems.
• Provides orientation to new and existing City staff.
• Provides excellent customer service to external and internal customers including but not limited to effectively listening and communicating, providing accurate information, offering solutions, assisting in resolution, and ensuring timely follow up as needed.

Non-Essential Duties and Responsibilities*: The following duties, although not essential to the position, are important components to the smooth and efficient operation of the Division, Department, and City.

• Attends or completes trainings, seminars, and meetings as required.
• Performs related duties as established by law or ordinance or as reasonably directed by the City.
• Provides support/backup to Videographer as needed.
• May be required to work after-hours or on weekends on a scheduled basis.
• May be required to participate in on-call rotations as needed.

• This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Knowledge, Skills and Abilities: The essential and non-essential duties listed below are representative of the knowledge, skills, and/or abilities required. The below list is not designed to cover or contain a comprehensive listing of all knowledge, skills and abilities that are required.

• Advanced knowledge of Microsoft Office Software and Operating Systems.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Knowledge of theory, principles, practices, and methods of utilizing and analyzing centralized computer systems, peripheral equipment, local area networks and wide area networks.
• Ability to diagnose and correct minor network issues, as well as have a basic technical understanding of networking principles and methods
• Skilled in the practices and methods of training computer users including effective communication of technical information to non-technical personnel.
• Ability to prioritize and exhibit strong time management skills.
• Ability to communicate effectively, both verbally and in writing.
• Ability to read and follow complex oral and written directions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Knowledge of principles and processes for providing excellent customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build effective relationships, as needed, with employees, government officials, contractors, vendors, and the public.

Knowledge, Skills and Abilities: The essential and non-essential duties listed below are representative of the knowledge, skills, and/or abilities required. The below list is not designed to cover or contain a comprehensive listing of all knowledge, skills and abilities that are required.

• Advanced knowledge of Microsoft Office Software and Operating Systems.
• Knowledge of computer and/or network security systems, applications, procedures, and techniques.
• Knowledge of theory, principles, practices, and methods of utilizing and analyzing centralized computer systems, peripheral equipment, local area networks and wide area networks.
• Ability to diagnose and correct minor network issues, as well as have a basic technical understanding of networking principles and methods
• Skilled in the practices and methods of training computer users including effective communication of technical information to non-technical personnel.
• Ability to prioritize and exhibit strong time management skills.
• Ability to communicate effectively, both verbally and in writing.
• Ability to read and follow complex oral and written directions.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Knowledge of principles and processes for providing excellent customer service. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
• Ability to build effective relationships, as needed, with employees, government officials, contractors, vendors, and the public.

Minimum Qualification(s):

Education and Experience

• High School Diploma, or equivalent.
• Minimum of one-year professional experience supporting PC users, performing help desk for PC users and/or supporting Microsoft Office Products/Operating Systems.
• Any acceptable combination of education, training and experience that provides the listed knowledge, abilities and skills may be substituted.

Licenses/Certifications

• Valid Driver’s License and satisfactory driving record required.

Preferred Qualification(s):

Education and Experience

• Associate’s degree in computer science or related field preferred.
• At least three-years of professional experience supporting PC users, performing help desk for PC users and/or supporting Microsoft Office Products/Operating Systems.
• Experience working with computer networks.
• Experience trouble shooting network and Communications issues.

Licenses/Certifications

• CompTIA ITF+
• CompTIA A+
• Microsoft Office/365

Physical Activities:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position works in an office setting with occasional local travel.
• This position requires light physical exertion and the normal range of motion, dexterity, and vision.
• May be required to lift up to 35 pounds.

Additional Information

• This position will typically work Monday – Friday but may flex to working weekends and evenings based on organizational or event needs.
• This position may be required to attend occasional meetings and events outside of normal work hours.
• Travel within the City of Cañon City and Fremont County will be required, with occasional travel outside of Fremont County.
• This position often has to adjust schedule to accommodate users and assist in technical troubleshooting and maintenance.