Technical Support Specialist

We need to output HTML fragment with sections: About the role? Actually the posting includes "General Summary", "Preferred Benefits", "Essential Responsibilities And Duties", "Other Duties", "Education, Experience And Skills", "Certifications/Licenses/Other Requirements", "Knowledge, Skills, Abilities And Other Characteristics", "Physical Conditions & Additional Information". We need to use

for section headings (e.g., About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). But we can adapt headings to match content: maybe "About the role" for General Summary, "Responsibilities" for Essential Responsibilities And Duties and Other Duties, "Requirements" for Education, Experience And Skills and Certifications/Licenses/Other Requirements, "Skills" for Knowledge, Skills, Abilities..., "Benefits" for Preferred Benefits, "Pay" for salary range, "Schedule" for hybrid schedule mention. Also we need to include only sections with real specific content. We must not repeat job title. Must not include boilerplate like EEO etc. Remove navigation/legal etc. Also remove duplicated lines. We need to preserve all substantive information. So we need to extract details. Let's parse content: General Summary: "The Technical Support Specialist performs responsible technical work as the first point of contact to troubleshoot and facilitate timely and suitable resolution to Information Technology issues. Work is performed under general supervision of and reports to the IT Operations Manager. This position may be eligible for a hybrid (partial telework) schedule following successful completion of a 6-month probationary period; however, this is not a fully remote position and regular in-person attendance for meetings, trainings, and operational needs is required." Preferred Benefits: "The preferred hiring range for this position is between $25.81 - $31.08 an hour ($53,684.80 - $64,646.40 annually), with starting pay based on applicable education, experience, and internal equity. This full-time, non-exempt position offers a comprehensive benefits package, health insurance with employer contribution, employer-paid life insurance, gym membership reimbursement, tuition assistance, and professional development opportunities. This position is also eligible for the following leave and retirement benefits: Vacation Leave: 3.09 hours accrued bi-weekly (increases with YOS). Sick Leave: 4.62 hours accrued bi-weekly, approx. 120 hours per year with no limit on accumulation. 13 Paid Observed City Holidays 1 Floating Holiday which must be taken during the fiscal year (July 1 - June 30) Choice of retirement plan: Defined Benefit Pension Plan: Provides a monthly benefit upon retirement, calculated using a defined formula based on earnings history, years of service, and age. The plan includes a 5-year vesting period and requires an employee contribution of 5% of salary. Defined Contribution 401a Plan: Employer makes fixed contributions to an individual account, which are invested, and returns are credited to the account. The account balance is used to provide retirement benefits. Vesting occurs at 33% after one year, 67% after two years, and 100% after three years of service. No salary contribution is required. Voluntary 457 Deferred Compensation Plan Eligibility to purchase prior service credit under the Defined Benefit Plan The City of Charlottesville manages its own retirement system and does not participate in VRS; however, a Portability Agreement is available for eligible employees. For additional details, please refer to the “Benefits” tab within this posting or visit the City’s Employee Benefits webpage." Essential Responsibilities And Duties: List of duties: - Provides technical assistance to personal computer users who make requests via telephone or email to the IT helpdesk. - Researches and/or troubleshoots issues and resolves first and second tier IT service issues. - Routes complex service requests to the Systems, Network, or Application Teams. - Reviews, resolves, and documents assigned Helpdesk tickets in a timely manner. - Installs and configures personal computers, software and peripheral equipment utilizing enterprise deployment/management tools such as SCCM. - Performs maintenance and repairs on personal computers and serves as the point of contact for devices repaired by outside vendors. - Provides information, explanations and instruction to resolve issues and to orient users with new hardware, software and security policies. - Maintains accurate records for all services calls using Helpdesk system. - Participates in the accomplishment of organizational, departmental, and workgroup goals and objectives. - Performs new hire IT Security orientation for new employees. - Remains knowledgeable about emerging desktop and mobile technologies. - Ensures departmental policies and procedures are used/followed. - Subject to being on standby call nights, weekends and/or holidays to respond to emergencies. Must have ability to be contacted and respond based on Departmental guidelines. - Responsible for appropriate use and maintenance of City equipment, tools, and other resources, including work time. - Regular and reliable attendance. Other Duties: - Performs additional duties to support operational requirements as apparent or assigned. Education, Experience And Skills: Education and Experience: - Candidates may qualify by demonstrating the required knowledge and skills outlined for the job through experience(s) other than formal education. - Associate’s degree in a computer technology related subject area AND at least 1 year experience working in a computer help desk or similar environment. - OR High School diploma or GED AND at least 3 years of experience working in a computer help desk or similar environment. - OR 5 or more years of experience working in a computer help desk or similar environment. - OR An equivalent combination of education and experience may be considered in lieu of the specific requirements listed above. Preferred Experience in IT support areas including: - mass desktop deployment/management utilizing enterprise tools such as SCCM. - computer virus/malware prevention and remediation. - mobile device (iOS and Android). - foundational knowledge in computer networking and telecom technologies. Certifications/Licenses/Other Requirements: - Must obtain and maintain a valid Virginia driver’s license and acceptable driving record according to city criteria. - Required to successfully pass a pre-employment background check and pre-employment drug screen. Knowledge, Skills, Abilities And Other Characteristics: Job Knowledge: - In-depth knowledge of personal computers and demonstrable expertise in the most current versions of Microsoft Windows and Microsoft Office. - Knowledge of IT terminology, processes, and best practices. Reading Intermediate: ability to read and understand written materials such as newspapers, magazines, technical journals, multi-step instruction manuals, and reference materials. Writing Basic: ability to write simple letters, paragraphs and sentences containing subject, verb, and object, and/or series of numbers, names, and addresses. Math Intermediate: ability to deal with number systems; simple formulas, practical application of fractions, percentages, ratios/proportions and measurement. Communication Skills Basic: Establishes and maintains effective working relationships with co-workers, City staff, consultants and vendors. Provides standard information to others outside direct reporting relationships on procedures or general policies. Contact may require the consideration of different points of view to reach understanding and gain cooperation and acceptance of ideas. Independence and Decision-Making Requires General Direction: normally performs the job by following general instructions or established standard operating procedures and/or policies. There is some discretion when making decisions among a few easily identifiable choices of the appropriate procedure or policy to apply to duties. Performance is reviewed frequently. Technical Skills Skilled: comprehensive, practical knowledge of a technical field with use of analytical judgment and decision-making abilities appropriate to the assigned and apparent job responsibilities. Basic skill and ability to accurately interpret requirements, analyze data, reason logically, exercise sound judgment, and develop effective solutions to problems are required. Proficiency in the use of Microsoft Office applications and department software. Fiscal Responsibilities: No budgetary/fiscal responsibilities. Supervisory Responsibilities: No responsibility for direction or supervision of others. Other Characteristics: - Organization and time management skills, sometimes under strict time constraints. - Working closely with others as part of a team. - Perform multiple tasks simultaneously. - Ability to work in a fast-paced environment that requires regular skills enhancement. - Ability to learn quickly and effectively utilize knowledge gained. - Understands and maintains safeguards for sensitive and confidential information. - Occasional travel required to attend training and conferences. - May require emergency response. - May be required to work additional hours outside of normal schedule, such as weekends, nights, and/or holidays. - May require dealing with frustrated, and/or upset individuals. Physical Conditions & Additional Information: Physical Demands Medium Work: Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or up to 10 pounds of force constantly to lift, carry, push, pull or otherwise move objects. Remains in a stationary position to a significant degree. Constantly operates or is involved in repairing computers. Must be able to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. Ability to observe details at close range (within a few feet of the observer). Machines, Tools, Equipment, Software and Hardware: Typically requires use of standard office equipment and telephone, and related software and hardware; and any other equipment as appropriate or as assigned. Work Environment: Work is performed in office environment where there may be exposure to computer screen for extended periods of time, monitor glare and dust. The noise level is usually moderate. We need to remove boilerplate: EEO statements, accommodation request, background check policy, etc. Already removed. Now we need to produce HTML with sections: maybe About the role (General Summary), Responsibilities (Essential Responsibilities And Duties + Other Duties), Requirements (Education, Experience And Skills + Certifications/Licenses/Other Requirements), Skills (Knowledge, Skills, Abilities And Other Characteristics), Benefits (Preferred Benefits), Pay (salary range), Schedule (hybrid schedule mention). However we must not create sections if content is placeholder or generic like "commensurate with experience". We have real content. We need to ensure we don't duplicate content. For Pay we have salary range in Preferred Benefits section; but we could separate Pay as its own section with the salary range. However the Preferred Benefits also includes benefits. The instruction: "Prefer a few substantive sections over many thin ones." So maybe combine Pay and Benefits into one Benefits section? But they said use headings like Benefits, Pay, Schedule. Could still have separate sections if they have content. Pay: we have salary range. Benefits: we have list of benefits. Schedule: we have hybrid schedule eligibility after 6 months, not fully remote, regular in-person attendance required. Thus we can have three sections: Benefits, Pay, Schedule. But we also need About the role, Responsibilities, Requirements, Skills. That's many sections. The instruction says prefer a few substantive sections over many thin ones. But we must include a section only when posting has real specific content for it. We have all those sections with content. Could we combine some? For example, About the role could be General Summary. Responsibilities could combine Essential Responsibilities and Other Duties. Requirements could combine Education, Experience And Skills and Certifications/Licenses/Other Requirements. Skills could be Knowledge, Skills, Abilities And Other Characteristics. That's 5 sections plus Benefits, Pay, Schedule = 8 sections. Might be okay. But we need to avoid thin sections: each should have substantive content. All have. Now produce HTML fragment: use

for each heading. Use

• for any list of duties/requirements/benefits. Use

  for prose. We need to decide what constitutes a list. For responsibilities, we have many bullet-like sentences; we can make

  • . For requirements, we have education options (OR statements) and preferred experience list, certifications list. Could make lists. For benefits, we have list: health insurance..., gym membership reimbursement, tuition assistance, professional development opportunities, plus leave and retirement details. Could make list. For pay, we have salary range sentence; could be

    . For schedule, we have hybrid schedule eligibility sentence; could be

    . Now ensure we don't include boilerplate like "For additional details, please refer