Technology Support Specialist

This position serves as a main point of contact to the organization for information technology related problems. Responds to incoming requests for assistance with all IT-related issues across the City of Burlington. Triages calls and resolves issues as appropriate. Ensures delivery of excellent customer service through resolution of incidents. Thoroughly documents all actions in ticketing system. Evaluates new information systems products or services and suggests changes to existing products or services to better serve the end user. Recommends and develops systems and tools to more efficiently deliver end-user support ensure network security and protect the Citys technology assets.

Union Affiliation:American Federation of State County and Municipal Employees (AFSCME)
Pay Grade TSS MF:$29.21 - $34.20 Hourly
Remote Tier 2:Up to one (1) day remote/week

• 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 PCs 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 Departments digital security camera system analog digital/IP-based telephony and radio recording system and the Departments 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.

• 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 drivers license within 45 days of hire and the continued maintenance of a valid drivers license. Operation of a City vehicle or personal vehicle to conduct City business without providing proof of a valid drivers license to Human Resources will not be permitted. A valid drivers license shall be defined as a current state of residence-issued license to operate a motor vehicle on public roadways. Position also requires the ability to be covered under the Citys vehicle insurance policy prior to operation of any City vehicles or non-City vehicles for City business.
• 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 supervisors 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.

Promoting a culture that reveres diversity and equity

The City of Burlington is proud to be an equal opportunity employer and we are strongly committed to creating a dynamic and equitable work-force that mirrors the population and world that we serve. We do not discriminate on the basis of political or religious affiliation race color national origin place of birth ancestry age sex sexual orientation gender identity marital status crime victim status veteran status disability HIV positive status or genetic information in employment or the provision of services.

In addition to being an equal opportunity employer we actively encourage applicants who can contribute to our growing diversity to apply.

Applications for our employment opportunities areonlyaccepted onlinethrough ourGovernment Jobswebsite.

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