Desktop Support Specialist

Information about this position:
The City of Saint Paul’s Office of Technology and Communications (OTC) is looking to hire a Desktop Support Specialist in their Operations and Infrastructure division. This position is part of a team responsible for the day-to-day support of the City’s IT Desktop environment, which provides various services to internal City staff as well as external users such as residence or the public. This position ensures that computer systems interconnect seamlessly with file, application, email servers, as well as conferencing systems.

As a Desktop Support Specialist, you will work across city departments with a variety of stakeholders to help build consensus, share expertise with others using a consultative approach and drive results to meet business requirements. Additionally, within the team you will prioritize work assignments to align with citywide goals and business objectives, and plan innovative changes to ensure a positive, collaborative, and high performance work environment.

Primary responsibilities of this role include :
Provides advanced-level information technology cross platform technical support, and help desk support.

Installs, configures, and tests a wide variety of hardware and software including complex applications and technology tools.

Determines appropriate troubleshooting procedures and performs troubleshooting on infrastructure failures.

Makes decisions based on protocols and previous practice.

Provides hands on assistance in identifying and resolving complex hardware and software problems.

Provides staff training in the installation, configuration, and testing of software and hardware. Performs other related duties and responsibilities as required.

REQUIREMENTS:
Six months of technical school plus one year of work experience or two years of work experience in a technical/operations environment.

Must possess and maintain a valid Minnesota Class D Driver’s License, or equivalent out-of-state driver’s license. The driver’s license must have no suspensions or revocations for driving-related offenses within the two year period prior to the date of appointment. Suspensions for parking-related offenses are excluded.

Preferred qualifications for the current opening include :
Experience in troubleshooting skills in resolving hardware, software & peripherals.

Knowledge of networking infrastructure.

Awareness and experience in software deployment methods.

Awareness and experience in writing scripts in PowerShell or VBScript.

Experience with Active Directory tools and Group Policy.

Knowledge of current operating systems. (Windows 10, Windows 8.1, Windows 7, and Apple OS.) Those invited for the hiring interview may be evaluated on experience listed above and preferred qualifications listed below:

Excellent communication, presentation and analytical skills, including the ability to communicate complex, technological concepts clearly to all levels of the organization.

Experience working collaboratively across different skill sets and points of view.

Superior attention to detail, critical thinking, problem solving and organizational skills.

Ability to work effectively with minimal supervision while meeting deadlines.

A drive to do what it takes to get the job done, including taking on different roles and responsibilities and adapting to changing environments.

Effective time management and organizational skills and a thorough approach to problem solving. Essential Functions:

Demonstrates an advanced understanding of the assigned information technology environment/infrastructure and of current trends in IT best practices and standards. Applies this understanding to work projects and processes.

Demonstrates an advanced understanding of the assigned information technology platform and the ability to recommend new best practices, processes, and standards as needed.

Demonstrates a strong understanding of the assigned customer’s business, applications, and the related information needs, provides cross platform customer support and configures, installs, and tests a wide variety of applications and equipment.

Demonstrates the ability to make recommendations and participate in setting work priorities, maintain a flexible work schedule, and work the hours necessary to complete projects.

Demonstrates the ability to plan and estimate all aspects of work projects, and lead the assessment and problem solving processes.

Demonstrates an understanding of the priorities, goals, and objectives of assignments and an understanding of the City and Division mission and vision.

Demonstrates an understanding of specific roles, responsibilities, and expectations of self and others within the division. Coordinates and develops positive working relationships and influences internal and external customers.

Demonstrates effective membership in a work group by being self-directed, accepting of new and challenging assignments, asking for or offering assistance to team members, and by completing assignments and meeting deadlines.

Demonstrates effective leadership within a work group by providing a positive influence in the work environment. Serves as a member of a cross functional work group, including serving as a member of project work groups.

Demonstrates the ability to give technical direction to less experienced staff, and provide training to staff in the installation, configuration, and testing of software and hardware. Demonstrates a commitment to established customer service standards and to the continuous improvement of services by performing quality control assessments and recommending service standard improvements.

Demonstrates an ability to consult with customers to determine level of support required to meet the customer business needs and schedule and/or provide technical support as needed.

Demonstrates an ability to understand and convey to co-workers the business needs of the customer and develop an understanding of the relationship between the customer’s business needs and information technology needs.