FT- Information Technology Application Support Specialist - IT Division

General Purpose

This position provides timely, excellent, and courteous hardware, software, and other customer service and support to internal customers, performs complex hardware and software troubleshooting, repair, and maintenance, and performs basic to intermediate project management functions. Receives direct supervision from the Customer Support Manager. Gives directions to Level I and Level II Information Technology Support Technicians.

Demonstrated Essential Job Functions

• 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 out in demonstrating a positive, friendly presence and helpful attitude.
• Lead out in providing excellent customer service to customers by greeting them cordially and professionally, listening carefully to their needs, providing a workable solution to their request, recording their service request, and following up to assure their satisfaction, while following all customer service guidelines and procedures and other relevant city, departmental, and divisional policies, procedures, governance, and guidelines.
• Install and maintain hardware and software and perform data backup; restore and transfer functions as required.
• Perform complex information technology 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.
• Act as project coordinator for internal ERP software, updates and major upgrades.
• Train level I and ii customer service staff and help them solve more complex customer requests.
• Create pristine documentation and service records and train customer service staff in record keeping and documentation duties including but not limited to physical inventory, trouble tickets and work orders, and various user management systems.
• Aid other customer service technicians and other information technology staff in performing technical support functions as requested.
• Demonstrate responsibility and provide information on departmental and city policies and procedures as required and approved.
• Participate in safety and risk management activities; take action to reduce liability to the city.

Education And Experience Requirements

• At least three years of general IT customer support or hands-on IT experience, or an equivalent combination of training and experience.
• A high school diploma or its equivalent.
• Any combination of experience and education that would likely provide the required knowledge and abilities may be qualifying.

Special Requirements

• Possession of, or ability to obtain, a valid Utah driver's license.
• Employee will be required to complete NIMS IS100, IS200, IS700, and IS800 within three months of hire.