Technical Support Specialist

Salary : $52,124.80 - $61,464.00 Annually Location : Charlottesville (22902), VA Job Type: Regular Full-Time Job Number: Department: Information Technology Department Opening Date: 10/28/2024 Closing Date: 11/11/2024 5:00 PM Eastern Bargaining Unit: N/A General Summary The City endeavors to maintain leading-edge technology while providing cost effective IT services. As part of the Information Technology Department, the Technical Support Specialist serves as the first point of contact to facilitate timely and suitable resolution to information technology issues. This position works onsite and is not eligible for remote or hybrid work. The preferred hiring range for this position is between $25.06 - $29.55 ($52,124.80 - $61,464.00 Annually) Star ting offer is based on applicable education, experience, and internal equity. This is a full-time, non-exempt, position which provides excellent benefits including 13 paid holidays plus 1 floating holiday, paid vacation and sick leave, health insurance options with employer contribution, employer-paid life insurance, City's retirement options, gym membership reimbursement (up to $34 a month), tuition reimbursement (up to $3,000 per fiscal year), and continuing education/training opportunities. For a general summary of benefits offered by the City, please click the 'benefits' tab on this posting, or visit The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS and there are certain provisions that must be met. For questions pertaining to the Portability Agreement, please contact the City's Benefits Administrator at . Essential Responsibilities and Duties Provides assistance to personal computer users who make requests via telephone or email; Resolves first and second tier IT service issues and route complex service requests to the Systems and/or the Network Engineer; Installs and configures personal computers, software and peripheral equipment utilizing enterprise deployment/management tools such as SCCM; Performs maintenance and repairs on personal computers and serves as the point of contact for devices repaired by outside vendors; Provides information, explanations and instruction to resolve issues and to orient users with new hardware, software and security policies; Maintains accurate records for all services calls; Participates in the accomplishment of organizational, departmental, and workgroup goals and objectives; Remains knowledgeable about emerging desktop and mobile technologies; Performs other duties as assigned; Reports to the Sr. Technical Support Specialist. Education, Experience and Skills Minimum Qualifications: Any combination of education and experience equivalent to graduation from an accredited college or technical school with an Associate's degree in a computer technology related subject area. Must have at least one (1) year experience working in a computer help desk or similar environment. In depth knowledge of personal computers and demonstrable expertise in the most current versions of Microsoft Windows and Microsoft Office is required. A valid driver's license is required. Preferred Qualifications: Experience and working knowledge in following IT support areas are highly preferred: - Mass desktop deployment/management experience utilizing enterprise tools such as SCCM; - Computer virus/malware prevention and remediation - Mobile Device (iOS and Android) support experience - Foundational knowledge in computer networking and telecom technologies Skills : Basic project management skills and ability to accurately interpret requirements, analyze data, reason logically, exercise sound judgment, and develop effective solutions to problems are required. Relate well with people and have excellent communications skills to provide assistance in a competent and friendly manner. Physical Conditions & Additional Information Physical requirements for this position as outlined by the Department of Labor: LIGHT WORK: Ability to lift up to 20 lbs. occasionally and/or up to 10 lbs. frequently and/or a negligible amount of force constantly to move objects. Physical demand requirements are in excess of those for Sedentary Work. This position is subject to stand-by/on-call on a rotating weekly basis and may be required to work weekends, nights, and/or holidays. The majority of time spent in this position involves inside work, including prolonged periods of computer display exposure. Occasional travel required to attend training and conferences. The noise level in the work environment is usually moderate. The City of Charlottesville is an Equal Opportunity Employer and supports workforce diversity at all levels of the organization. The City prohibits discrimination on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by federal, state or local laws. The City is dedicated to this with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment. Requests for reasonable accommodation by individuals with disabilities may be requested by contacting Human Resources at (434) or The City of Charlottesville conducts job related background checks, reference checks, and pre-employment drug tests, in accordance with federal, state, and local law, of applicants who reach the final stages of the employment selection process. The City's policy has not changed because of the decriminalization of marijuana in the Commonwealth of Virginia. Marijuana remains an illegal drug under federal law, and it continues to be a violation of the US Department of Transportation regulations and the City's policy prohibiting employees from testing positive for marijuana. SUMMARY OF EMPLOYEE BENEFITS Updated July 1, 2022 Benefits cited represent those for regular 40-hour employees and may differ for Management Level, Part-Time, and/or Library positions. Long-term temporary employees are eligible for all benefits except retirement. Interns, temporary, seasonal, substitute, and relief employees are not eligible for benefits. 1. LEAVE: Vacation: 3.09 hours accrued biweekly0 - 3.85 hours accrued biweekly3 - 4.62 hours accrued biweekly5 - 5.40 hours accrued biweekly10 - 6.16 hours accrued biweekly15 - 6.93 hours accrued biweekly20 - 7.70 hours accrued biweekly25+ years Sick: 4.62 hours per biweekly pay period, approximately 120 hours a years, no limit on accumulation Holidays: 14 paid holidays per calendar year (13 observed and 1 floating) 2. INSURANCE: Aetna Medical - Choose from three options with different premiums and levels of coverage and coverage is effective on the first of the month following date of hire: HMO: $0 premium for employee only coverage POS 1: Employee-only premium of $36.28 per biweekly pay POS 2: Employee-only premium of $13.02 per biweekly pay (Dependent coverage is available but the cost of the premium is not subsidized.) Prescription Card ($10 generic, $30 lower cost name brand, $55 higher cost name brand) Mail Order Maintenance Prescription Drug Program ($20 generic, $60 lower cost name brand, $110 higher cost brand) Dental (Delta Dental) No cost for employee only coverage. Dependent coverage is available but the cost of the premium is not subsidized. Diagnosis and Preventive100% of allowable charge; Basic Dental Care - 80%; Major Dental Care - 50% Primary$50 deductible, 80/20 Prosthetic & Complex Restorative$50 deductible, 50/50 $1,500 maximum annual benefit $1,000 Orthodontic Benefit MetLife Vision Plan: Optional Employee only coverage: $2.50 bi-weekly; Dependent coverage also available at differing rates. Eye health exam, dilatation, prescription and refraction of glasses covered after $10 co-pay; $130 allowance for frames, after co-pay, plus additional discounts where accepted. Life: Two times annual salary (paid by the City) Optional supplemental life available for employee, spouse, dependents (paid by employee) AFLAC: Optional Cancer/accident/short term disability/intensive care insurance (paid by employee) Long Term Disability Protection from income loss due to long-term illness or injury (paid by the City) 3. RETIREMENT: The City of Charlottesville manages its own retirement system and does not participate in VRS, however the City has a Portability Agreement with VRS. There are certain provisions that must be met and the portability request must be executed within 18 months of vesting in the City's Plan. Pension: Choose from two options: A Defined Benefit Pension plan pays a monthly benefit in retirement using a defined formula based on the employee's earnings history, tenure of service, and age. Our plan has a 5 year vesting period and an employee contribution of 5% of salary. A Defined Contribution 401a plan in which fixed contributions are paid into an individual's account by the employer, the contributions are invested, returns (positive or negative) are credited to the account, and the account balance is used to provide retirement benefits. The vesting schedule for our 401a plan is 33% after one year of service, 67% after two years of service, and 100% after three years of service. There is no required contribution from salary. (Note that: the Defined Contribution retirement plan is the only plan available for Library employees) Supplemental: Deferred Compensation (457) - employee contribution 4. OTHER BENEFITS: Flexible Spending Accounts: Health Care Expenses Dependent Care Expenses Parking/Mass Transit Expenses Parking Subsidy of $50 per month Wellness Programs: Gym Reimbursement Program Monthly On-Site Nurse and Annual Flu Shots Health Screenings and Fairs, Education Sessions, & Weekly Fitness Classes Weight Watchers at Work Bike Commuter Program: Reimbursement of up to $20 per month for reasonable bike commuting expenses Employee Assistance Program: A variety of confidential, personal professional services for you and your family available 24 hours a day. Tuition Reimbursement Program: Up to $1,500 for undergraduate OR Up to $3,000 for graduate level tuition per fiscal year per employee. 01 What is your highest level of education in a computer technology-related field? No formal education in a computer technology-related field. Some college coursework (at least 60 credit hours). Associate's degree or graduation from technical school. Bachelor's degree or higher. A combination of education and experience equivalent to graduation from an accredited college or technical school with an Associate's degree in a computer technology related subject area. 02 How many years of experience do you have working in a computer help desk or similar environment? (Must be verifiable in reference to your online application. ) Less than one year. One to less than two years. Three to less than five years. Five years or greater. 03 How would you rate your expertise with Microsoft Windows operating systems? No experience. Basic (can perform basic troubleshooting and configuration). Intermediate (able to troubleshoot complex issues and perform advanced configurations). Advanced (expert-level knowledge and can provide in-depth technical support). 04 This position requires driving to perform essential job duties and requires a valid driver's license. The candidate selected for this position must meet the driver eligibility requirements of the City and must provide a certified copy of their DMV driving record.Do you possess a valid driver's license and are you willing to provide a certified copy of your DMV driving record, if selected as a finalist, for the City to confirm your driving eligibility? Yes; I possess a valid driver's license and am willing to provide a certified copy of my DMV driving record. No; However, I am willing and able to obtain a valid driver's license and am willing to provide a certified copy of my DMV driving record. No; I do not have a valid driver's license, nor am I willing or able to obtain one, and/or am not willing to provide a certified copy of my DMV driving record. 05 To be considered, qualifying education and experience, including City of Charlottesville employment, must be clearly documented in the education, work history, and additional information sections of the employment application. Resumes can be attached but should not be used as a substitute for the required information on the application. I understand that an attached resume may not be accepted in place of a completed employment application and that my qualifications should be stated on the employment application itself. Yes No 06 I certify that the information above is true and correct, and I certify that it can be verified with reference to the information in my basic application. I understand that my application may be rejected if the responses to supplemental questions do not match my basic application. Yes No Required Question

Created: 2024-11-01