1. Installs, supports, and maintains PC hardware, software, and peripherals.
2. Provides Help Desk support to city employees via phone, email, and in person.
3. Maintains inventory of computers, peripherals, and software.
4. Maintains Help Desk database logging requests for service, interactions with clients, and problem resolutions.
5. Demonstrates exemplary customer service skills when interfacing with City staff.
6. Manages and coordinates a variety of concurrent technical projects in a timely manner.
7. Repairs or upgrades computer hardware and software as necessary, working with vendors and manufacturers to obtain warranty support/replacement when appropriate.
8. Coordinates with product vendors to acquire pricing information and product specifications in the ordering of software and hardware products.
9. Communicates with support technicians and technical consultants when outside system analysis or repair intervention is necessary.
10. Successfully works in organized team efforts and assists in problem solving work related issues for continuous improvement in work efforts.
11. Recommends procedural or operational changes or improvements to reduce recurring problems or issues.
12. Performs other related duties and responsibilities as assigned.
13. Analyzes cost and design; install, configure, and implement new IT projects while maintaining the support and security of existing systems and applications. Cost analysis includes expenses to implement, estimate maintenance over future years, and potential savings over existing systems.
14. Analyzes and optimizes existing systems to maximize their potential and recommends solutions for improvement opportunities.
15. Recommends technical solutions based on internal capabilities, business needs, financial limitations, and other strategic factors.
16. Designs infrastructure by determining the most appropriate selection of network technology and/or services to serve City staff.
17. Plans for future City needs by providing strategic planning and proposing long-term technical directions.
18. Ensures compatibility of all new and ongoing projects and solutions with existing infrastructure and strategic vision.
19. Oversees all system modifications to ensure system stability, reliability, and continuity of service.
20. Maintains, replaces, and upgrades servers, computers, network components and systems, and software.
21. Introduces sophisticated elements of redundancies and rollovers to reduce or eliminate staff involvement in recovering from technical failures.
22. Develops and monitors performance metrics to detect and correct server and network performance deficiencies.
23. Develops and monitors security procedures to safeguard City infrastructure.
24. Identifies and documents proper network management and security protocols and procedures.
25. Identifies and prepares contingencies for high-impact implementation, upgrade, and maintenance tasks.
26. Troubleshoots network failures, outages, and network performance deficiencies, and coordinate the implementation of solutions.
27. Designs and coordinates system hardware and/or software security structures and perform security audits.
28. Budgets hardware replacement program schedule, software, software updates/upgrades, license maintenance, peripherals, communications service fees.
29. Works courteously with customers in situations that require tact and diplomacy to identify and resolve technical issues.
30. Coordinates and monitors work performed by vendors and contractors.
31. Conducts IT and user training and orientation of existing, new, or modified computer applications, hardware, or procedures.
32. Maintains awareness of new technology relative to the City’s needs; research and analyze IT related systems; evaluate new products for compatibility with the existing system.
33. Adheres to pertinent federal, state, and local codes, laws, and regulations.
34. Meets scheduling, performance, and attendance requirements.
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