Job Title

Job Family

Job Code

Job Exempt

Computer Support Specialist III

Seiu_White_Collar

CIG39

Pay Grade

Pay Rate Type

Minimum

Midpoint

Maximum

S16

Hourly

$22.61

$28.83

$35.05

Job Description

Performs technical work in receiving, analyzing, trouble shooting, and referring calls from employees who have computer, network, printer or telecommunications problems. An employee in this position completes technical job functions and answers technical questions. Computer Support Specialists are responsible for logging all support calls, obtaining essential information from Clients in order to solve problems and guiding them through lengthy instructions of how to perform specific tasks. If the Computer Support Specialist is not able to assist the Client, they will process the call for service to the next support level. This requires a working knowledge of PCs, networking, and an overall awareness of City structure and organization.

Computer Support Specialists input and update Project Service Requests for all City departments. Computer Support Specialists are required to complete critical monthly computer backups and system maintenance. Computer Support Specialists provide on-call support for nights and weekends regarding computer and communication systems and networks. Work is performed under the supervision of the Computer Operations Manager and is reviewed through review of logs, effectiveness of results achieved and feedback from users.

Minimum Qualifications:

A.A./A.S. Degree or equivalent and six (6) years work experience with computer or communications systems or networks; or an equivalent combination of related training and experience. Demonstrated ability to troubleshoot complex desktop computing problems and communicate effectively, orally and in writing, to a variety of client and management audiences. Specialized training in computer applications and utilities used within the City of Orlando is required. Must pass a criminal background check. Valid Florida Driver's License required.

Additional Qualifications for Promotion:

Promotions are not to be considered an automatic function of longevity and are subject to the review and authorization of the Supervisor. The employee’s last performance review must have resulted in an overall rating of Meets standards or better with no factor rating of less than meets.

Responsibilities

EXAMPLES OF WORK PERFORMED:

Note: The listed duties are only illustrative and are not intended to describe every function that may be performed by this job class. The omission of specific statements does not preclude management from assigning specific duties not listed if such duties are a logical assignment to the position.

Receives trouble calls from users; assists callers with their problems, recommends corrective action or refers unsolvable calls to other technical sources; asks questions of users to determine if problem is software, hardware, and/or telecommunications related and refers problem and prioritizes calls accordingly.

Consults numerous technical manuals to assist with callers' problems.

Documents and analyzes all calls for trends and generates statistical reports; notifies management of unusual or coincidental problems for escalation if needed.
Performs routine maintenance for operational job control and maintains system for proper job resolution; investigates abnormal program failure and notifies the Computer Operations Manager or appropriate System/Network Administrator or Engineer.

Informs users of system availability regarding hardware failure, system maintenance, and unscheduled down time.

Enters Project Equipment and Service requests into database, obtaining additional information as needed, and assigning tasks as needed.

Performs computer backups, as required.

Performs Computer Operator duties, including night processing, as required.

Keeps current with changing technology in computer field by attending computer software classes and in-house training.

Maintains the Call Center web-site.

Performs other related duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES:

Strong knowledge of various personal computer software packages such as: MS Windows, (Word, Excel, Access, Powerpoint, Outlook, Lotus Notes), among others.

Knowledge of AS/400 commands and operating procedures.

Knowledge of desktop support including operating systems and hardware.

Ability to concurrently operate PC equipment, applications and peripherals while taking information over the telephone.

Ability to troubleshoot and provide instructions to resolve user-related computer and application problems over the phone.

Ability to properly identify and classify complex hardware/software systems and/or network problems for assignment to 2nd level support.

Ability to understand Call Center Problem/Project/Inventory systems operations and structural dependencies.

Ability to discern and assign appropriate tasks to technical staff regarding submitted Service Requests.

Ability to determine source of computer problems.

Ability to establish and maintain effective working relationships with callers, technical support staff, vendors.

Ability to operate personal computer/terminal for extended periods of time.

Ability to prioritize work.

Ability to effectively communicate technical terms to lay people both over the phone and in person .
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Practical Factors for Internal Promotion: Computer Support Specialist II to Computer Support Specialist III

The following factors should be considered for individuals seeking promotion while employed as a Computer Support Specialist II. It is recommended that promotion be possible, but not automatic, given successful completion of the probationary period for CSSII, an overall Rating of Meets Standards on the latest performance review with no individual factor rating below Meets, and quantitative verification of at least four of the following practical skills.

1. Mobile Computer Terminals - Demonstrated ability to perform problem determination, basic repairs, and system upgrades on mobile computer equipment.

2. Loaner Laptops & Classroom computer devices - Demonstrated ability to track and perform problem determination, basic repairs, and system upgrades (hardware & software) on personal computer equipment.

3. Requisition/Asset Input & Control - Demonstrated ability to input requisitions, track orders, and receive orders within the City of Orlando’s purchasing application and procedures. Ability to perform asset control functions as a Property Custodian, including the coordination of asset receipt, distribution and disposal. Work effectively with other City employees (Property Control, Computer System Support Analysts, Business Analysts, and Network Support) in this regard.

4. After Hours Call Center Support - Demonstrated ability to provide after hours support to Public Safety clients. Support involves OPD Communications, OPD PACE, OPD Teletype, OFD PrintTrak (Communications), OFD Stations, and Mobile Computer Terminals. Must be able to prioritize requests and provide support either remotely or in person with limited backup support.

5. Specification research - Demonstrated ability to research specifications, acquire and compare quotes, and work with external service providers, City of Orlando buyers and Technology Management directives regarding the acquisition of IT equipment and support services.

6. Warranty/Repairs/Maintenance - Demonstrated ability to control equipment with regards to outside repairs including warranty and maintenance agreement work.