Desktop Support Specialist

About the role

The City of Fayetteville is currently recruiting for a Desktop Support Specialist to provide first and second tier response for all computer software and hardware support to all City users; to assist with the installation, operation, maintenance and repair of the City's personal computer resources; to assist computer users at the Information Technology Department service desk; to install personal computers, printers, mobile devices and other peripheral devices associated software and hardware necessary for operations throughout the organization.

Essential duties & responsibilities

• Provide first and second tier response on all incidents reported to IT Department, including troubleshooting and interacting with 3rd party vendors as needed to provide resolution; coordinate service calls with vendors and/or original equipment manufacturers (OEMs) for replacement parts
• Image and install personal computer equipment, mobile devices and load appropriate hardware and software for users throughout the City's departments and divisions; assist computer and mobile device users with problems; check, maintain and perform repairs of personal computer equipment, mobile devices and software
• Install, maintain, modify, configure, and repair new applications, PC peripheral devices, and VOIP telephone system
• Ensure that all computer system backups are performed for the GIS, network and administrative computer systems; troubleshoot and identify problems with backups; operate and maintain all equipment associated with backups, including computer console, on-line and off-line peripheral equipment; create and maintain files to catalog all magnetic media
• Coordinate, maintain and monitor daily operations of midrange administrative computer system and network
• Act as a resource for computer and mobile device users throughout the organization; assist in training personnel on software applications; identify and assist personnel with equipment and software problems; identify equipment and software deficiencies and offer recommendations for improving computer resources
• Test and evaluate personal computer software; make recommendations to supervisory and management staff about upgrades and applications of equipment and software; make minor modifications to software
• Run internal/external diagnostic programs to determine status of memory, mainboard, hard drives, and other peripherals; wipe hard drives using magnetic degausser device as needed
• Set up user accounts and create/update computer images for all assigned computers throughout the City
• Assist in a variety of special projects; assist other department personnel with modifications and other work on systems

Minimum qualifications

Any combination of experience and training that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities would be:

• Experience: One year of increasingly responsible experience in information technology operations and support
• Training: Equivalent to completion of the twelfth grade supplemented by course work in MIS, Computer Science, Information Systems, Computer Engineering, or other related field

Licensing & certifications

• Required: Possession of an appropriate valid driver's license and ability to maintain insurability
• Preferred: A+, One or more Microsoft (or other industry standard) certifications related to job duties

Benefits

• Health & Dental
• Paid Vacation, Sick Leave and Holidays
• Retirement
• Supplemental Benefits