FT- Information Technology Application Support Specialist

Pay Grade 140: $59,977.93 to $86,968.00 annual ($28.84 - $41.81 hourly). FLSA Status: Non-Exempt, Full-Time, eligible for benefits.

About the Role

This position provides timely, excellent, and courteous hardware, software, and other customer service and support to internal customers. It involves complex hardware and software troubleshooting, repair, and maintenance, as well as basic to intermediate project management functions. The role receives direct supervision from the Customer Support Manager and provides direction to Level I and Level II Information Technology Support Technicians.

Responsibilities

• Demonstrate expert knowledge and skill in providing timely and excellent customer service and technical support to local and remote customers.
• Be present and visible at the Customer Service Desk and available to customers requiring technical assistance.
• Lead in demonstrating a positive, friendly presence and helpful attitude while providing excellent customer service by greeting customers cordially and professionally, listening to their needs, and providing workable solutions.
• Install and maintain hardware and software, and perform data backup, restore, and transfer functions as required.
• Perform complex IT customer support functions and troubleshooting procedures related to computer equipment and software, utilizing a systematic troubleshooting methodology.
• Act as project coordinator for intermediate to complex technical projects, including internal ERP software updates and major upgrades.
• Train Level I and II customer service staff and assist them in solving complex customer requests.
• Create documentation and service records, and train customer service staff in record-keeping duties, including physical inventory, trouble tickets, work orders, and user management systems.
• Assist other customer service technicians and IT staff in performing technical support functions as requested.
• Demonstrate responsibility and provide information on departmental and city policies and procedures.
• Participate in safety and risk management activities to reduce liability to the city.
• Maintain regular attendance and punctuality, work as part of a team, and communicate in-person with the public during office hours.
• Perform other related duties as required or assigned.

Requirements

• At least three years of general IT customer support or hands-on IT experience, or an equivalent combination of training and experience.
• High school diploma or its equivalent.
• Possession of, or ability to obtain, a valid Utah driver's license.
• Completion of NIMS IS100, IS200, IS700, and IS800 within three months of hire.

Skills

• Skill in communicating clearly, concisely, and courteously, both orally and in writing.
• Knowledge of fundamental and complex operations of commonly used software, hardware, and other equipment.
• Knowledge of the fundamentals of project management and teamwork methodologies.
• Knowledge of technology changes or problems.
• Ability to maintain effective audio-visual discrimination and perception for observations, communication, and equipment operation.
• Ability to climb ladders, pull cables, and install hardware.
• Ability to establish and maintain effective working relationships with others.
• Ability to maintain mental capacity for effective interaction and communication.
• Ability to comply with all city policies and regulations, including safety and risk management standards.

Benefits

• Pay Longevity Pay
• Paid Holidays
• Sick, Vacation, and Comp Time Leave
• Medical and Dental
• Employee Assistance Program (EAP)
• Life Insurance
• Long-Term Disability
• Employee Loan Program (Computer, Bike & Exercise equipment loans when available)
• Wellness Program
• Tuition Reimbursement