Technology Specialist

Are you RichmondR.E.A.D.YRespect.Equity.Accountability.DiversityYOU!!!

This is an EXCITING time to Join the City of Richmond! We are committed to nurturing talent fostering growth opportunities and building strong connections within our workforce. As we continue to make strides to becoming the employer of choice we are thrilled about the below employee benefit enhancements:

• Virginia Retirement System (VRS)
• Language Incentive
• Referral Bonus
• Tuition Assistance Program

Are you Richmond R.E.A.D.Y
Respect.Equity.Accountability.Diversityyou!!!

The City of Richmond Department of Information Technology is seeking to fill a Technology Specialist position. The incumbent in this position will provide technical support and troubleshooting to network desktop and/or systems hardware and software. Screens refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. Installs configures and upgrades computer hardware and software. Provides end-user software troubleshooting and support and applies advanced diagnostic techniques to identify problems investigate causes and recommend solutions. The Technology Specialist role is also responsible for providing troubleshooting and support. This team member participates in the administration of ITSM systems. Provides phone and help-desk support for local and off-site users.

Our End User Services (EUS) team operates as a business partner proposing ideas and innovative solutions that enable new organizational capabilities. We are seeking energetic forward-thinking professionals to join our Information Technology Team in RVA. As part of that team you will have the opportunity to work with our support teams to identify and tackle the biggest opportunities and challenges at the City of Richmond VA. Overall our EUS team offers technology professionals incredible opportunities to learn from others across our IT Department(s) to challenge themselves and to expand their technology careers.

This position is a technical position with people leadership and service delivery management.

Primary Responsibilities:

• To help the End User Services which provides 24x7 technical support and services for the CoR including all Executives and their direct reports and other high-profile clients in a manner that is above all standards.

• Responds to moderately complex questions and assists users on computer and software-related issues (e.g. setting up email accounts/usernames/passwords accessing the Internet operating personal computers and software)
• Travels to field sites to independently troubleshoot computer/network problems and resolve hardware and

software malfunctions as required

KNOWLEDGE SKILLS AND ABILITIES:

• Considerable knowledge in of assembly installation and use of Windows based PCs

• Common computer software programs including Microsoft Office Suite

• Instructs users in the operation of new or upgraded software applications

• Officeequipmentsets up computer workstations and peripheral equipment and loads and tests software packages onto PCs
  
  
  

SKILLS:

• Demonstrated skills in maintaining and reviewing work orders

• Communicating to various internal and external departments

• Interacting with a wide variety of people (staff and public) with varying degrees of technical or communication skills

• Replacing and installing various computer equipment such as memory cards power supplies monitors etc.

• Using network switches and cabling.
  
  

ABILITIES:

• Demonstrated abilities in adapting analyzing and paying attention to detail

• Following standard procedures and established practices

• Multi-tasking problem solving and working effectively in teams

MINIMUM TRAINING AND EXPERIENCE:

• Associates degree in computer science or related field or completion of core college curriculum Information Systems courses
• Two years of end-user support and network equipment if focus area is end-user support
• Two years of telecommunications maintenance if focus area is telecommunications support
• Related hardware and software support experience.
• An equivalent combination of training and experience (as approved by the department) may be used to meet the minimum qualifications of the classification

• The ideal candidate will have knowledge of Windows Operating Systems and Microsoft office products as well as excellent troubleshooting and performance analysis skills while working with varying audiences from highly technical engineers to developers and architects as well as executive-level management.
• Technical skills:
  • Create technical content including Knowledge Base articles white papers training documents.
  • Must have Microsoft Active Directory ITIL/Service Management experience or 3rd level support experience.
  • Must be able to demonstrate aptitude for providing exceptional customer service.
  • Maintain deep knowledge of latest products and configurations of enterprise customers on Microsoft manageability technologies (MOM SMS SCOM and SCCM) MCSE certification or job experience. SCCM/SCSM and experience with IP Telephony a plus.
• In addition the preferred candidate will have a minimum of desktop support experience advanced experience working with Windows 7 8.1 and 10 images and a CompTIA certification.

• Some assignments may require a valid Drivers License with a satisfactory driving record and a valid Commonwealth of Virginia Drivers License within 30 days of hire (check with specific area of focus for more details)

Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job. Prospective and current employees are invited to discuss accommodations.

ENVIRONMENTAL HAZARDS: Working conditions may include exposure to travel to other locations within the City of Richmond as well as outside of the City of Richmond; exposure to hazardous physical conditions such as mechanical parts electrical currents vibrations etc.; atmospheric conditions such as fumes odors dusts gases and poor ventilation; inadequate lighting; intense noise; and environmental hazards such as disruptive people imminent danger and a threatening environment.

PHYSICAL REQUIREMENTS AND WORKING ENVIRONMENT:Due to the nature of work assignments incumbents must be able to perform detailed work on multiple concurrent tasks with frequent interruptions and under time constraint. The essential duties of this classification may require the ability to regularly finger talk hear see and perform repetitive motions; frequently walk; and occasionally stoop reach stand push pull lift grasp and feel. The working conditions may contain environmental hazards. In terms of the physical strength to perform the essential duties this classification is considered to be sedentary exerting up to 10 pounds of force occasionally and a negligible amount of force frequently or constantly to move objects.

Equal Employment Opportunity Statement

The City of Richmond provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.

The City of Richmond is committed to the full inclusion of all qualified individuals. As part of this commitment the City of Richmond will ensure that persons with disabilities are provided with reasonable accommodations. If you require reasonable accommodations under the Americans with Disabilities Act (ADA) to participate in the job application and/or the interview process please contact Jessica McKenzie Human Resources Manager by email at .

This policy applies to all terms and conditions of employment including recruitment hiring placement promotion termination layoff transfer leaves of absence compensation and training.

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