IT Technical Support Specialist
City Of Portsmouth - Portsmouth, VA
posted 3 months ago
About the position
The IT Technical Support Specialist position is a critical role within the City of Portsmouth's IT Computer Services Division. Under limited supervision, this position is responsible for providing first-level and escalated support for service requests related to workstations, printers, networks, and vendor-specific hardware and software. The specialist will manage support tickets for various end-user requests, ensuring timely and effective resolution of issues. This role also involves configuring, monitoring, and maintaining updated virus protection software, as well as installing and upgrading software for desktop operating systems. The specialist will manage accounts and password resets in Active Directory, set up and deploy operating systems and software patches to desktop computers and servers, and maintain documentation of both new and existing infrastructure and services. Once systems are installed, the specialist will test the systems and troubleshoot any bugs to ensure proper connectivity and compatibility with interconnected systems. Additionally, the role requires providing technical advice to department management regarding software and hardware capabilities, limitations, and costs. The specialist should have experience with Windows Server Update Services (WSUS) for patch management, as well as proficiency in PC desktop troubleshooting and mobile device knowledge, including iOS and Android. Basic networking knowledge, including TCP/IP, DNS, and DHCP, is also essential. The position may involve other duties as assigned, with individual assignments determined by the supervisor based on current workload and departmental needs.
Responsibilities
- Handle first level and escalated support of service requests involving workstations, printers, networks, and vendor-specific hardware and software.
- Manage support ticket requests for various end users.
- Configure, monitor, and maintain updated virus protection software.
- Install new software and upgrade software for Desktop Operating Systems.
- Manage accounts and password resets in Active Directory.
- Set up, install, and deploy operating systems and software patches to Desktop Computers and servers.
- Maintain documentation of new and existing infrastructure and services.
- Test systems and troubleshoot bugs to ensure proper connectivity and compatibility with interconnected systems.
- Provide technical advice to department management on software and hardware capabilities, limitations, and costs.
- Experience with Windows Server Update Services (WSUS) patch management.
Requirements
- Associate's degree in Information Technology or a related field.
- 1 to 3 years of experience in IT, with at least 1 year in maintaining an Active Directory environment.
- Experience with Windows Group Policy management.
- Experience with Microsoft Operating systems and Microsoft Office Products.
- Experience supporting end users utilizing an automated service desk and ticketing system.
- Experience with software and hardware patch management utilizing Windows Update Server or other third-party applications.
- Thorough understanding of basic networking principles including DNS, DHCP, and TCP/IP.
Nice-to-haves
- Experience with mobile device management (iOS, Android).
- Knowledge of modern methods, concepts, practices, and principles related to the architecture, design, and integration of information systems and software applications.
Benefits
- Competitive salary range of $60,774 - $87,515 per year.
- Full-time employment with potential for career advancement.
- On-call responsibilities with opportunities for overtime pay.
