City of Boston

Technology Support Specialist

Posted Date 1 month ago(8/11/2021 9:00 AM)
Req ID
2021-20275
Dept
Neighborhood Development
Position
Regular Full-Time
Location
CITY OF BOSTON: DEPT OF NEIGH DEV (DND)
Salary Min
56,693.45
Salary Max
83,269.50
Union
SU2
Openings
1
Contact Email
CATHLEEN.COLEMAN-FIUMARA@boston.gov

Overview:

The mission of the Department of Neighborhood Development (DND) is to make Boston the most livable city in the nation by working with communities to build strong neighborhoods through the strategic investment of public resources. DND oversees programs that create and preserve affordable housing, support homeowners and renters, provide housing and services to homeless individuals and families, and dispose of city-owned property. Within DND, the Innovation and Technology (IT) Division is responsible for providing the technology needs and performance strategies to maintain an exceptional level of constituent service and to assist the department in executing on its key objectives.

Brief Job Description (essential functions of the job):

 

Under the supervision of the Director of Innovation & Technology, the Technology Support Specialist will be responsible for ensuring that all staff members at DND have the IT tools and training needed to perform their job functions efficiently and effectively. The Technology Support Specialist plays an essential support role in ensuring the nearly 150 staff across the department have the hardware, software, and network resources needed to provide exceptional service to the City of Boston’s constituents. The role assumes primary responsibility for managing the IT helpdesk, supporting the adoption and integration of new technologies, and working across the IT Operations sub-group to ensure all DND staff have access to necessary technology resources.

Furthermore, this role will work closely with the Senior Network Engineer and the Director of Innovation and Technology to implement an ethos of continuous quality improvement within the IT Division and more specifically, the processes established to support our users. This position will help identify areas for improvement within the division’s existing support function, and spearhead initiatives to implement upstream training programs and drive greater end-user empowerment.

Responsibilities:

  • Responds to telephone calls, emails, and other requests for technology support. Ensures all requests are documented and entered into DND’s technology support case system of record.
  • Provides timely, professional, accurate, and courteous customer support to all users while attempting support call troubleshooting and resolution. 
  • Quickly and efficiently resolves end-user technology concerns in a timely manner through an exceptional customer experience. 
  • Performs computer administrative tasks for callers that may include but not limited to: resetting passwords, unlocking accounts, and troubleshooting other routine user access issues. 
  • Supports and troubleshoots software and hardware problems for end-user applications and systems including but not limited to: operating systems (e.g. Windows, Apple, iOS, Android), common productivity tools (e.g. Microsoft Office, GSuite/Google Apps), print drivers, web browsers, network and file shares, and other tools/systems as required. 
  • Manages user, computer, and group access on Active Directory, and other Cloud environments. 
  • Helps maintain and manage physical hardware inventory and electronic records governing the provision and maintenance of IT hardware resources. 
  • Works with the City’s Department of Innovation and Technology to maintain network uptime and to coordinate any significant city-wide technology initiatives. 
  • Assists the Senior Network Developer and the Director of Innovation and Technology in developing processes to improve help desk support, customer service and IT operations more broadly. 
  • Provides end-user support including the development of standard work documents, user guides, in-person and virtual trainings on core DND technologies. 
  • Fulfills service orders, purchase orders, contracts and invoices relative to a wide array of departmental technology needs. 
  • Performs related work as required.

Minimum Entrance Qualifications:

  • Two (2) years of full time or equivalent part time, professional experience in an information technology support capacity with a breadth of responsibilities including but not limited to: user management, server administration, printer configuration and troubleshooting, PC hardware and operating systems support.
  • Demonstrated knowledge of common productivity, CRM, and cloud-based software platforms such as Google G-Suite, Microsoft Office, Adobe Acrobat / Creative Cloud, and/or Salesforce.
  • Familiarity with user, computer and/or group management through active directory.
  • Ability to analyze technological questions and concerns, generate appropriate hypotheses, apply a problem-solving approach, and find resolutions quickly and efficiently in a manner that leaves users satisfied with the result.
  • Strong communication skills, including the ability to translate complex technical concepts to audiences of varying levels of technical literacy.
  • Exceptional teamwork, interpersonal, and customer-service skills.
  • Experience with developing and providing in-person, virtual, recorded, or print-based training resources to help users quickly gain the understanding needed to solve their own technical challenges. 
  • Bachelor’s Degree in Information Systems, Computer Science, Business Administration, or closely related field strongly preferred. Relevant job training or vocational/experiential programs may be substituted.
  • Ability to exercise good judgment and focus on detail as required by the job.

 

BOSTON RESIDENCY REQUIRED

 

Terms:

 

Union/Salary Plan/Grade: SEIU 888/N-21

Hours Per Week: 35

 

Location: 12 Channel Street, Boston

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