The purpose of this classification is to ensure proper computer and telecommunications operations so that the customers can accomplish their business tasks. An individual in this classification is expected to be highly self-motivated and self-directed with keen attention to detail. This will include receiving, prioritizing, documenting, and actively resolving customer requests and questions. Problem resolution may involve the use of diagnostic and tracking tools, as well as may require that the individual give hands on assistance at the desktop level. Duties are to be performed with an exceptional customer service orientation.

The following duties are normal for this position. The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification. Other duties may be required and assigned.

Strategy & Planning

• Evaluate documented resolutions and analyze trends for ways to prevent future problems.
• Work in a team-oriented, collaborative environment.
• Develop and execute performance goals in support of the department’s mission and objectives.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue utilizing appropriate service desk software and tools.
• Develop documentation including help sheets and frequently asked questions lists for end users.
• Develop documentation to include knowledge base, installation procedures, support documentation, detailed user instructions, etc. for specific hardware and software systems.
• Identify and learn appropriate software and hardware, including enterprise systems, used and supported by the organization. Obtain certifications as required.
• Perform training of users and cross training of staff for specific hardware and software systems.

• Conduct research on computer products in support of PC and/or software procurement efforts. Evaluate and recommend hardware, software and/or training products for purchase.
• Write technical specifications for purchase of software, PCs, networking hardware and related products.
• Recommend, schedule, and perform PC, hardware and peripheral equipment installations, improvements, upgrades, and repairs.
• Recommend, schedule, and perform software upgrades and installations.
• Create and deploy PC images to comply with the current standard build.

• Manage incoming service requests from end users in a courteous manner.
• Build rapport and elicit problem details from service desk customers.
• Interview customers to collect information about problems and lead them through diagnostic procedures.
• Conduct research and root cause analysis into a wide range of service desk incidents and problems.
• Apply diagnostic utilities to aid in troubleshooting.
• Test fixes to ensure problem has been adequately resolved.
• Perform end-user support and problem resolution utilizing remote desktop software.
• Perform post-resolution follow up to help requests.
• Prioritize and schedule tasks in a high-pressure environment. Escalate problems (when required) to the appropriately experienced technician. Ability to communicate any problems or issues, facilitate and track through an escalation process.
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications.
• Keep images up to date as needed, review updates and apply as needed.
• Support Audio/Visual and conference rooms, support hardware and network systems, phone, projector and conference equipment.
• Perform hands-on fixes on specific server-side applications.
• Access software updates, drivers, knowledge bases, frequently asked questions and other resources on the Internet to aid in problem resolution.
• Install and maintain desktop security software including anti-virus, anti-malware, and intrusion prevention software.
• Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Perform moves, adds, and changes for telecommunications devices including Deskside phones, cell phones, smart phones, air cards, or other imbedded cellular devices.
• Perform and maintain hardware and software inventory of end user systems.
• Perform network printing infrastructure installation, maintenance and troubleshooting.
• Provide technical systems administration of identified application products.
• Perform installation, maintenance, and troubleshooting of remote access systems/applications and Virtual Private Networks (VPN).
• Perform as a Duty Designation “A” working before, during, and/or after a hurricane or other emergency incident as needed.
• Perform as a Duty Designation “B” working before and immediately after a hurricane or other emergency incident as needed.
• Participate in “on call” 24X7 rotation duties.
• Install and maintain in-vehicle mobile laptops, printers, software and peripheral devices.

• High School diploma or GED
• Five (5) years previous experience or training that includes computer sciences, information systems, customer service and personal computer operations; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this position.
• Must be Proficient with the Windows Operating System and other Microsoft based applications such as Windows Server and RSAT tools (i.e. Active Directory, DHCP, DNS, TCP/IP).
• Experienced with client-server and browser-based applications, PC virtualization, and general desktop applications including Adobe CC, Microsoft Office Professional, and desktop security software (anti-virus, anti-malware, intrusion protection).
• As a condition of employment in the Information Services (IS) Department, employees in this role must successfully complete a Criminal Justice Information Services (CJIS) background check and obtain/maintain CJIS certification. Failure to meet or maintain this requirement will result in disciplinary action, up to and including termination of employment.
• Must possess and maintain a valid Florida driver’s license. For application purposes, a valid driver’s license from any state (equivalent to the State of Florida Class E) may be utilized; with the ability to obtain the State of Florida driver’s license within thirty (30) days from the date of employment.

• ITIL Foundation, Microsoft Certified: Fundamentals, and/or CompTIA certifications are preferred.
• Knowledge/experience supporting Law Enforcement hardware and software applications.

Data Utilization: Requires the ability to review, classify, categorize, prioritize, and/or analyze data. Includes exercising discretion in determining data classification, and in referencing such analysis to established standards for the purpose of recognizing actual or probable interactive effects and relationships.

Human Interaction: Requires exceptional interpersonal skills with a focus on rapport building, active listening, and questioning. Requires the ability to provide guidance, assistance, and/or interpretation to others regarding the application of procedures and standards to specific situations.

Equipment, Machinery, Tools, and Materials Utilization: Requires the ability to operate and control the actions of equipment, machinery, tools and/or materials requiring complex and rapid adjustments.

Verbal Aptitude: Requires the ability to utilize a wide variety of reference, descriptive, advisory and/or design data and information. Requires the ability to present ideas in a friendly manner and language.

Mathematical Aptitude: Requires the ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.

Functional Reasoning: Requires the ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.

Situational Reasoning: Requires the ability to exercise judgment, decisiveness and creativity in situations involving the evaluation of information against sensory, judgmental, or subjective criteria, as opposed to that which is clearly measurable or verifiable. Requires the ability to conduct research into a wide range of computing issues. Requires the ability to quickly absorb and retain information.

ADA COMPLIANCE

Physical Ability: Tasks require the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-20 pounds); may occasionally involve the lifting, carrying, pushing, and/or pulling of moderately heavy objects and materials (20-50 pounds).

Sensory Requirements: Some tasks require the ability to perceive and discriminate colors or shades of colors, sounds, odor, depth, and visual cues or signals. Some tasks require the ability to communicate orally.

Environmental Factors: Performance of essential functions may require exposure to adverse environmental conditions, such as dust, odors, machinery, or electric currents.

The Town of Jupiter, Florida, is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the Town will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.