City of Redondo Beach Approved:
Class Specification Resolution: CC-2405-036
COMPUTER SUPPORT SPECIALIST
DEFINITION
Under the general supervision of the Information Technology Director, provides help desk services and technical support for the City including but not limited to personal computer equipment and applications, local area network support, administrative functions associated with technical services, and performs related duties as required.
EXAMPLES OF DUTIES, RESPONSIBILITES AND EXPECTATIONS:
The listed tasks are essential for this position and may include but are not limited to the following:
• Receives, logs and tracks all calls from customers related to Windows Laptops and Desktops, Applications, Email and Calendar, Passwords and Accounts, Smartphones, and telephones • Provides first-level technical support to users by diagnosing and correcting problems • Sets up and maintains PC hardware and software and Software as a Service Applications • Initiates purchase orders and tracks delivery and invoicing • Maintains city-wide inventory of hardware, software, instructions, and other related documents • Generates reports as requested by City departments
• Participates in the implementation, documentation and training on the use and application of hardware and software
• Assists in the development of procedures
• Assists with security and disaster planning
• Assists in the evaluation and testing of software and hardware products • Researches products and vendors
• Delivers outstanding internal and external customer service while solving problems and proactively creating sustainable solutions to issues
• Conducts duties, responsibilities, tasks and assignments with a constructive, cooperative, positive, professional attitude and demeanor
• Supports the City’s mission, goals, policies and objectives • Supports the City’s core values of: Openness and honesty; integrity and ethics; accountability; outstanding customer service; teamwork; excellence; and fiscal and environmental responsibility • Performs other related duties as required.
CLASSIFCATION:
This position is designated as Classified and is covered under the Fair Labor Standards Act (FLSA) overtime regulations.
QUALIFICATIONS:
Knowledge of: Materials, equipment, regulations, principles, procedures and/or practices necessary to perform the required duties including, but not limited to: computer and telephone support services; operations, policies, procedures and City functions; computer hardware and software applications and associated security and backup procedures; modern office methods including record-keeping; computer applications in word processing, spreadsheet presentation, project management, database programs and printer operations.
Ability to: Effectively assess computer problems and find appropriate problem solutions; operate a variety of telephone and computer hardware and software; perform system changes by request; establish and maintain a records and tracking system; communicate effectively, both orally and in writing; establish and maintain effective working relationships with others; demonstrate effective customer service; understand and implement oral and written directions; accommodate interruption and working well under pressures and deadlines; maintain confidentiality; learn successor programs and/or technology as they become available or are implemented; meet the physical standards recommended for the classification; and lift items up to forty-five (45) pounds.
The position’s expected competencies are sound decision-making skills; critical thinking ability; problem solving and innovation skills; drive for results; analytic skills; interpersonal, customer service and diplomatic skills; ethical conduct; and proven top performances.
Education and Experience: Equivalent of sixty (60) college semester units and at least two (2) years of increasingly responsible experience in an information technology field with personal computers, and/or telecommunications technology performing configuration, implementation, administration, training and support in an enterprise setting; experience with N Microsoft Active Directory, Microsoft Windows 10/11, M365, Exchange Online, and Local Area Network support is recommended.
Other Requirements: Possession of valid Class "C" California Driver License is a condition of employment for those appointed to this class.