Position Title: Technical Support Specialist 1
Department: Information Technology
Location: Willingboro Township, NJ
Employment Type: Full-Time
Salary: $43,337.00 annually
Work Schedule: Monday–Friday, 9:00 a.m. – 5:00 p.m., with occasional evenings, weekends, holidays, and extended hours as needed.
Definition
Under limited supervision, provides direct hands on support for an information technology unit in resolving moderately complex production problems from verbal or written problem reports; consults with network management and systems programming staff for problem diagnosis, assistance, and resolution; monitors and allocates space or direct access storage devices; uses productivity aids in implementing and maintaining software, applications, and systems libraries; OR under limited supervision in a Willingboro Township, provides hardware/software support to end users; installs hardware and software on servers and/or workstations; receives calls, emails, and tickets at the help desk and handles assigned problems which may include moderately complex and/or critical issues short of the highest level; performs other related duties as required.
NOTE: The examples of work for this title are for illustrative purposes only. A particular position using this title may not perform all duties listed in this job specification. Conversely, all duties performed on the job may not be listed.
Examples of Work
Provides direct hands-on support for an information technology unit or end users in a client/server environment.
Resolves moderately complex online and batch production problems from verbal and written problem reports to provide timely and accurate service to all approved user commitments; consults with Technical Support Specialist 2 and/or information technology, network management, and systems programming staff for assistance in the resolution of the more difficult problems.
Identifies recurring batch production problems from problem reports or a problem tracking system.
Identifies inefficient production processes and programs and assists in increasing their efficiency through streaming techniques and in-house productivity aids.
Assists other information technology personnel and end users in the use of various information technology hardware and software.
Codes, tests, and implements program modules using productivity aids for special hardware or software statistical or analytical reports.
Answers inquiries from system users; explains systems functions and provides technical assistance in the use and application of system features.
Enters all new equipment into the inventory system, providing details as stated in the asset control process.
Provides support in the maintenance of mainframes, endpoint computers, peripherals, and access to web-based applications.
Analyzes and collaborates to resolve production issues while documenting and following up on issues.
Installs, configures, and sets up printers and workstations; installs software programs.
Responds to requests for assistance; identifies and corrects hardware, software, and printer problems.
Receives calls, emails, and tickets at the help desk and handles assigned problems, which may include moderately complex and/or critical issues short of the highest level.
Reviews call records, requests and incidents for un-transferred call records and unassigned records/tickets in ESD Queue and makes assignments/reassignments.
Installs, maintains, and repairs various mobile and telecommunication systems or devices.
Provides guidance to staff.
Monitors system performance and facilitates resolution of issues.
Troubleshoots application errors and/or mainframe channel resets.
Identifies and resolves network problems.
Contacts service providers for outages and circuit testing.
Tests disaster recovery software and equipment.
Reviews operational documentation for adherence to information technology requirements.
Prepare clear, accurate, and concise technical reports.
Maintains essential records, reports, and files.
Will be required to learn how to utilize various types of electronic and/or manual recording and information systems used by the agency, office, or related units.
Requirements
EXPERIENCE:
Two (2) years of experience in one or more of the following: 1) information technology systems analysis and programming design; 2) the analysis of work methods and processes; 3) the operation of multi-program or client/server computer systems; or 4) help desk; one (1) year of which shall have been in the technical support area solving user problems in a help desk or related environment.
NOTE: A bachelor's degree in any field may be substituted for the associate’s degree in computer science, information technology, or a closely related field.
NOTE: A bachelor’s or master's degree in computer science, information technology, or a closely related field may be substituted for one (1) year of experience.
Special Note Regarding Substituting Experience for Education:
Experience in one or more of the following areas may be substituted for the required education on a year-for-year basis: 1) the study of work methods and processes; 2) the analysis of varied types of data; 3) the design and preparation of systems and programs; 4) the operation of multi-programming or client/server computer systems; or 5) work in the information technology support areas of input/output control, scheduling, reliability, or user support.
Special Note Regarding Substituting Training for Education:
In order for training to be accepted, the applicant must provide documentation from an accredited institution of higher learning stating that the school would accept these training hours as equivalent to college credits at that institution and provide the number of college credits that would be equivalent. This documentation from the institution must come from the Department Head or Chair associated with the major or course area in question.
Knowledge and Abilities
Basic knowledge of clerical practices and procedures.
Ability to learn the policies, procedures, terminology, and operations associated with a municipal performing arts center.
Ability to maintain accurate records, schedules, files, and other administrative information.
Ability to organize work, establish priorities, and handle multiple routine tasks.
Ability to communicate effectively, both orally and in writing.
Ability to provide courteous and professional customer service to the public and a variety of outside contacts.
Ability to utilize standard office equipment and software, including word processing, spreadsheets, email, and scheduling systems.
Ability to follow written and verbal instructions.
Ability to work independently and as part of a team.
Ability to maintain confidentiality and handle sensitive information appropriately.
Ability to establish and maintain effective working relationships with Township employees, performers, vendors, renters, community organizations, and members of the public.
Ability to work a flexible schedule when necessary to support Performing Arts Center events and activities.
Benefits and Union Representation
Employees are eligible for sick leave, vacation leave, and health insurance benefits upon successful completion of the working test period.
This position is represented by AFSCME.
License
Appointees may be required to possess a valid New Jersey driver’s license if the operation of a vehicle is necessary to perform essential job functions.
ADA Statement
People with mental or physical disabilities are eligible provided they can perform the essential functions of the position with or without reasonable accommodation. Reasonable accommodation will be provided unless doing so would impose an undue hardship on the Township.
Pay: $43,337.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: In person
