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IT Technical Support Specialist

Puget Sound Regional Fire Authority

Work is performed under limited supervision. Supervisor sets the overall objectives and resources available. Incumbent and supervisor work together to develop the deadlines, projects, and work to be completed. Incumbent is responsible for the work, plans, and carries out the assignment, resolves most conflicts that arise, coordinates work with others, and interprets policies on own initiative in terms of established objectives. Incumbent keeps supervisor informed of progress, potentially controversial matters, or far reaching implications. Work is reviewed in terms of feasibility, compatibility with other work, or effectiveness of results. 
 
SUPERVISION:  
 
This position reports directly to the IT Group Manager although day-to-day work assignment may be delegated to other IT staff.  The work schedule may be adjusted to meet the needs of the RFA. Work may require weekend and evening duty for meetings or emergency recall for certain fire and disaster emergencies. 
 
ESSENTIAL DUTIES AND RESPONSIBILITIES: 
 
 Provide technical support for computer systems and their applications by determining problem origin, whether from hardware or software, and resolving problems through internal resources or through communication with vendor technical support staff.  Provide support for calls not resolved at the first line help desk level for computer systems, software packages, and physical layer network systems by determining root cause of the problem then developing appropriate workarounds and solutions, and escalating to the next level of support when necessary. Track these calls to resolution, documenting steps taken to resolve the issue.  Balance the service call load.  Establish priorities for response to service calls based on severity, location, and workload factors.  Setup, install, troubleshoot, upgrade, and maintain computer hardware, software, and printers.  Install, test, and review new and upgraded hardware and peripheral equipment and test for system integrity.  Install, test, and review new and upgraded system software and check for system integrity.  Assist in providing training to users in usage/capabilities of software, network, and computers.  Assist in maintaining specifications for computer hardware, software and other office systems.  Engage in applying images to new computers and in the development of new images for new hardware.  Assist with monitoring license compliance for all system software.  Assist in the enforcement of standard computer configurations and naming conventions. Provide routine maintenance for computer and peripheral equipment.  Maintain inventory software, analyze data of computer systems, and compile custom reports from inventory data as requested.  Organize the proper dispersion of obsolete equipment whether by sale or disposal. Ensure proper training room configurations for each on-site training class held.  Become familiar with, follow, and actively support the vision, mission, values, and behavior standards of the department. 
 
PERIPHERAL DUTIES: 
 
Perform related duties as assigned. 
 
 Employment Opportunity Technical Support Specialist  Page 3 of 4 
 
KNOWLEDGE, SKILLS, AND ABILITIES: 
 
Knowledge Of:  Various standard application software (Microsoft Office 365 Suite and Windows Operating System)  Capabilities of computers, and peripheral equipment  Computer operations, operating systems, utility programs, etc.  Technical aspects of field of specialty  Research and analysis methods and techniques  Record-keeping techniques and database reporting  Modern office practices, procedures, and equipment  Correct usage of English grammar, spelling, punctuation, and vocabulary  Effective interpersonal skills using tact, patience, and courtesy 
 
Skilled In:  Analyzing computer problems, investigating the cause, and providing effective solutions  Communicates complex technical ideas in lay-person's terms 
 
Ability To:  Learn computer software packages and adapt for specific user application quickly and effectively  Operate a variety of computers and related equipment including printers, scanners, smart devices/phones, and software packages  Conduct technical research, gather and analyze data, and recommend solutions  Establish and maintain effective working relationships with co-workers, fire staff, officials, vendors and consultants  Work independently with little direct supervision  Work in a team environment to help solve complex problems  Understand and follow oral and written directions  Effectively use interpersonal skills in a tactful, patient, and courteous manner  Communicate effectively both orally and in writing  Analyze situations accurately and adopt an effective course of action  Read and interpret documents such as policy manuals, technical computer manuals and procedures, and business periodicals.   Prepare and maintain clear and accurate routine reports, correspondence, and procedures  Respond to inquiries or complaints from users  Effectively present information and respond to questions in one-on-one situations and in small groups of employees  Add, subtract, multiply, divide; compute fractions, ratios, percentages, proportions; draw and interpret graphs and charts; and apply these concepts to practical situations  Apply common sense understanding to solve practical problems and deal with several variables in standardized situations 
 
MINIMUM EDUCATION AND EXPERIENCE REQUIRED: 
 
Education: Some college-level training with specialized course work in computer science, personal computer operations or related subject 

Employment Opportunity Technical Support Specialist  Page 4 of 4 
 
Experience: Two (2) years of work experience involving computer hardware/software at a technical level. 
 
Or: In place of the above requirement, the incumbent may possess any combination of relevant education and experience which would demonstrate the individual's knowledge, skill and ability to perform the essential duties and responsibilities listed above. 
 
LICENSES AND SOFTWARE EXPERIENCE REQUIREMENTS: 
 
Experience in the Following Required:  PC applications  MS Office Suite (Office 365 desired)  Windows 7 and 10  Valid Washington State Driver's license 
 
MACHINES, TOOLS, AND EQUIPMENT USED: 
 
Typical business office machinery and equipment including but not limited to personal computer, laptop computers, printers, scanners, telephone, fax and copy machine, cellular phone, pager, two-way radio and calculator. 
 
Required to use hand tools related to computer repairs such as punch-down tools, screw drivers, computer chip puller, etc. 
 
Required to operate an RFA vehicle to travel to and from user sites. 
 
PHYSICAL DEMANDS: 
 
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
 
While performing the duties of this job, the employee is regularly required to use arms, hands, and fingers to reach, handle, feel, or operate objects, materials, tools, equipment or controls. The employee is frequently required to sit, stand, walk, hear, and talk normally with or without mechanical assistance. The employee is occasionally required to stoop, kneel, crouch, crawl under desks and panels, and lift in excess of 25 pounds. Specific vision abilities required by this job include close, distance, color, and peripheral vision; depth perception; and the ability to adjust focus. 
 
WORKING CONDITIONS: 
 
Work is performed in various departments in locations ranging from a typical office environment to complex fire apparatus/vehicles. Inside work is performed in a typical information technology environment, which includes an office, a technical workstation, a computer room with a controlled environment, as well as working with users on site. Work often requires driving to various user sites.  May be exposed to users, contractors, and vendors/suppliers who may possibly be irate or hostile. The noise level in the work environment is usually moderate to occasionally loud. 
 
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