City of Burlington, Vermont · 7 hours ago
Technology Support Specialist
Burlington, VT
Full-time
Hybrid
Entry Level
$29.21/hr - $34.20/hr
2+ years expThe City of Burlington is seeking a Technology Support Specialist to serve as the main point of contact for IT-related issues. The role involves providing excellent customer service, troubleshooting various technology problems, and supporting end-users across different departments.
Government Administration
Responsibilities
Provide support for any information technology issues and problems reported by phone, email and/or ticket management system including issues from the general City of Burlington employee population, Burlington Police Department, Burlington Fire Department, and the Patrick Leahy Burlington International Airport
Prioritize work and ensure successful resolution of all issues, ensuring that the end users’ needs are met and work is completed according to criticality, policies, turn-around times and best practices
Support computers, laptops, tablets, smart phones and applications. Troubleshoot PC hardware, operating system(s) and application software issues as required
Visit end-users to provide support including, but not limited to, assisting with end-users moves, disconnecting and reconnecting PC’s, installing and removing hardware, software, and peripheral devices, and troubleshooting application issues
Support the software and applications related to the creation of Burlington Police Department digital case files, digital evidence, and integration of these items into partner agency and vendor computer systems
Provide application support to users of the Burlington Police Department’s digital security camera system, analog, digital/IP-based telephony and radio recording system, and the Department’s digital identification creation system
Train end-users in the use of applications and technologies. Prepare basic training materials to assist new users
Provide application-specific support for core applications used across the City (including but not limited to email, Outlook, Office applications, ERP, CivicPlus, OpenGov)
Coordinate building and deployment of desktops, laptops and other technology as directed
Install, configure, and maintain software applications, as required by departments and in accordance with department policies
Serve as system administrator for systems and applications as directed
Refine and manage asset management system for effectively building and managing all PCs
Coordinate provisioning and tracking of technology assets (e.g. computers, tablets, phones)
Create and maintain user accounts and permissions
Maintain user profiles, groups and policy on Active Directory servers
Escalate problems as required to colleagues and/or third parties for assistance
Log all help-desk requests in the help desk database, ensure descriptions are clear and accurate and prioritize calls to the appropriate technical support personnel
Create and maintain an internal knowledge base to track issue resolution details and provide self-help information to users
Regularly review tickets to identify patterns and opportunities to modify procedures to improve performance of user hardware and applications
Develop and maintain documentation of all procedures
Recommend modifications to procedures and workflow to ensure efficient and effective response to requests
Prepare regular reports and performance metrics about issues and activities
Provide backup and support for other IT staff as directed
Position may require the operation of City vehicles and/or personal vehicles in order to conduct City business
Qualification
Required
Ability to actively support City diversity, equity, and cultural competency efforts within stated job responsibilities and work effectively across diverse cultures and constituencies
Demonstrated commitment to diversity, equity and inclusion as evidenced by ongoing trainings and professional development
Associates' Degree (or 3 years equivalent combination of formal education and/or related experience) required
Minimum of two years of experience in IT support in a networked office environment required, with a proficiency in a broad range of software and hardware
Must achieve and maintain Criminal Justice Information Services (CJIS) certification as established by the Federal Bureau of Investigation (FBI) within six (6) months of hire date
Ensure compliance with CJIS/FBI regulations to meet the evolving demands of public safety
A strong desire to continually improve service to internal and external customers is required, as is a high level of personal creativity, initiative and enthusiasm to work within a constantly changing organization
Ability to obtain a valid driver's license within 45 days of hire and the continued maintenance of a valid driver's license
Ability to organize and prioritize workflow, ability to manage multiple responsibilities
Strong communication skills. Ability to give verbal instruction patiently to non-technical users
Familiarity with and/or ability and willingness to learn the following technologies including but not limited to: Desktop: Microsoft Office, Office 365, DirSync, Webroot, Internet Explorer
Hardware: HP and Dell desktop and laptop computers; and iPad/ tablets; iPhone and Android smartphones, mobile device management, printers and printer management software
Dell Kace Management Appliance, Ultra VNC, Windows Active Directory, VPN technologies, support ticket systems
Cloud-based applications (e.g. Office 365), Windows Server, FLIR, OpenGov, CivicPlus, ERP system
Ability to adhere to established standards, policies and procedures and use good IT practices and discipline
Ability to learn a variety of software and hardware packages in order to meet position requirements for maintenance and troubleshooting
Knowledge of current PC and mobile computing technology
Ability to establish and maintain positive working relationships with co-workers, customers and other personnel
Ability to work effectively in a team environment
Demonstrated ability to work with minimal supervision
Upon conditional offer of employment candidate must successfully complete background investigation
Must be able to listen to and appropriately react to a supervisor's constructive criticism and incorporate said criticism to improve employee performance
Ability to travel to and from various work sites within the City of Burlington, acting as courier with the need to transport various desktops, laptops and other technology
Ability to work occasional nights, weekends and holidays as required and directed
Must complete a PHI, provide fingerprints, and pass a criminal background check
Regular attendance is necessary and is essential to meeting the expectations of the job functions
Ability to understand and comply with City standards, safety rules and personnel policies
Company
City of Burlington, Vermont
Burlington is the largest city in the State of Vermont with a population of nearly 40,000.
501-1000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase