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IT Support Specialist

2 months ago

Spring Hill, Tennessee, United States City of Spring Hill Full time
Job Overview

Position Summary:

The IT Support Specialist is responsible for providing comprehensive IT assistance across various departments within the city. This role involves delivering both in-person and remote support for a range of IT-related functions. Key responsibilities include Tier 1 Help Desk Support, managing third-party software assistance, conducting software maintenance and troubleshooting, offering training and user support, and ensuring the upkeep of both hardware and software systems.

Key Responsibilities:

1. Tier 1 Help Desk Support:

a. Address and resolve user inquiries and issues through phone, email, or face-to-face interactions.

b. Record and monitor issues utilizing the help desk ticketing system.

c. Refer complex problems to higher-level support when necessary.

2. Management of Third-Party Software Support:

a. Liaise with external vendors for software support and updates.

b. Oversee software licensing and ensure adherence to compliance agreements.

c. Provide assistance for third-party applications utilized by city departments.

3. Software Maintenance and Troubleshooting:

a. Conduct regular maintenance on software applications to guarantee optimal functionality.

b. Diagnose and resolve software-related issues.

c. Implement necessary software updates and patches.

4. Training and User Assistance:

a. Facilitate training sessions for staff on the effective use of city software.

b. Develop and maintain user manuals and documentation.

c. Support staff with software-related inquiries and challenges.

5. General Hardware and Software Maintenance:

· Oversee and troubleshoot computer hardware, including desktops, laptops, and peripherals.

· Install, configure, and update operating systems and software applications.

· Ensure the security and integrity of IT systems through regular updates and monitoring.

Qualifications:

1. Education and Experience:

a. High school diploma or equivalent is required.

b. An associate's degree in information technology or a related field is preferred.

c. A minimum of two years of experience in IT support or a similar role.

2. Knowledge, Skills, and Abilities:

a. Expertise in troubleshooting hardware and software issues.

b. Familiarity with help desk ticketing systems.

c. Understanding of operating systems, software applications, and network systems.

d. Strong communication and interpersonal skills.

e. Capability to provide effective training and support to end-users.

3. Certifications:

a. CompTIA A+, Microsoft Certified Professional (MCP), or similar certifications are preferred.

Working Conditions:

1. The IT Support Specialist will primarily operate in an office environment but may need to travel to various departmental locations.

2. The role may involve lifting and transporting equipment, as well as occasional after-hours work for system maintenance and upgrades.

Physical Requirements:

1. Ability to lift up to 50 pounds.

2. Extended periods of sitting at a desk and working on a computer.

3. Dexterity of hands and fingers to operate a computer keyboard, mouse, tools, and other computer components.

Equal Employment Opportunity Statement:

The City of Spring Hill is an Equal Opportunity Employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, genetic information, or any other characteristic protected by law.