Technical Support Specialist (Streets)

The Streets IT unit is responsible for the development, implementation, and maintenance of IT Service Management (ITSM) functions. ITSM is the process-focused management of IT services to provide the best quality of service in a customer-centric, cost-justified, and efficient way. The position of IT Technical Support Specialist 2 serves as the main point of contact between the IT services and the users of these services to resolve and or diagnose as many problems as possible at this level.  Position SummaryTechnical:

    Must be resourceful and able to take initiative in a dynamic environment.

    Ability to troubleshoot technical problems effectively and efficiently.

    Advanced knowledge of current Microsoft desktop operating systems.

    Advanced knowledge of Microsoft Office applications.

    Diagnose, install and/or upgrade computer hardware (laptops, printers, memory, hard drives, etc.)

    Familiarity with network troubleshooting.Customer Relations:

    Receive incident and information request calls from the customers for IT services, and service that call either by resolving on point of contact or passing the call to the most appropriate person for resolution.

    Keep customers informed of the progress of their queries.

    Professional customer service skills.Competencies, Knowledge, Skills and Abilities

Ability To:

    Work independently and as a team member within established policies and procedures.

    Work within standard documented procedures.

    Meet commitments.

    Solicit customer feedback to help improve services.

    Provides resolution for escalated service tickets.

    Works with clients to evaluate and solve technical problems.

    Evaluates existing systems and/or user needs to analyze, design, recommend, and implement system changes.

    Configures and supports internal and/or external networks.Knowledge Of:

    Principles of quality assurance, performance monitoring, and the ways in which a commitment to a customer focus can be practically demonstrated.

    Principles of equality and the ways in which they can be demonstrated in every aspect of the Unit’s work.

    Strong written and oral communication skills.

    Detailed oriented.