Desktop Support Specialist (Mountain View)

This is the full journey-level class within the IT Desktop Technician classification series. This class is distinguished from the IT Desktop Technician I by the assignment of the full range of duties of the class series. Employees at this level receive only occasional instruction or assistance as new or unusual situations arise, and they are fully aware of the operating procedures and policies within the work unit. Positions in this class are flexibly staffed and are normally filled by advancement from the I level. This class is further distinguished from that of a Senior IT Desktop Technician in that the latter has lead responsibility for desktop support activities as well as functional lead supervision over lower-level classifications in the class series. This class receives general supervision from the Information Technology Manager and/or Information Technology Operations Manager; and job assignment and technical direction may be received from the Senior IT Desktop Technician.

Examples of Duties: Duties may include, but are not limited to, the following: 1. Test, install, troubleshoot, and maintain desktop hardware and software, such as desktop computers, related peripherals, software applications, and printers. 2. Test, install, troubleshoot, and maintain telecommunication hardware and software, such as desktop phone sets, related peripherals, software applications, and City- approved PDAs and cell phones. 3. Operate, input data, and perform program/procedure maintenance on designated technology systems; provide documentation, testing, implementation, and maintenance; and provide application support as assigned. 4. Interface with end-users; and resolve problems and complaints. 5. Develop lesson plans and assist in training staff in desktop software applications. 6. May provide recommendations on desktop standards, such as hardware and software, and provide technical support for these platforms and applications. 7. Keep current on technical advances in desktop hardware and software related to equipment utilized by the City. 8. Evaluate obsolescence of desktop equipment and recommend replacement when appropriate. 9. Be familiar with fundamental network and network devices, such as printers, PDAs, etc. 10. Transport, install, and configure desktop and technology-related equipment; and maintain departmental equipment inventories. 11. Perform other related duties as assigned.

Knowledge of: Designated technology services, systems, equipment, applications, operations, and associated peripheral equipment; methods, tools, and procedures used in the installation, repair, maintenance, enhancement, and configuration of designated technology systems, peripheral equipment, and work stations; technology support services; designated systems and applications; inventory management and appropriate methods of record-keeping software and standards; local and wide area network; security systems and procedures; desktop computer and network software packages; disaster recovery and prevention methods and procedures; principles of and methods of training; and effective methods of communication, including report writing and verbal communication.

Ability to: Perform preventative maintenance; evaluate desktop software and peripheral hardware; install, configure, and maintain desktop software (mail client, word processing, spreadsheets, etc.); install and upgrade desktop peripherals; analyze problems and take necessary corrective actions; read and interpret manuals and operating instructions; maintain accurate records; complete assigned work and meet deadlines; perform training (i.e., desktop computer operations, new employee, etc.); operate office equipment as needed to perform work; operate various desktop and server computer equipment; provide good customer service and maintain effective working relationships with those contacted in the course of work.

Experience and Training Guidelines: A combination of relevant experience, education, and training that will satisfy the required minimum qualifications, knowledge, and abilities.

Education equivalent to an associates degree in computer science or a related field from an accredited college or university with two years of progressively responsible experience providing computer help desk service in a professional business or municipal environment. Possession and maintenance of a valid CompTIA A+ certificate, Microsoft 365 Certified: Modern Desktop Administrator Associate, or equivalent may be substituted for the associates degree.