Help Desk Support Specialist - City of Clayton

The City of Clayton is seeking applicants for the position of full-time Technology Services Support Specialist in the City's Technology Services Department. Technology Services provides technology design and selection, technical support and training, systems management and administration, technology acquisition, the review and development of IT policies and procedures, and strategic planning services. The department also provides technology services to the City of Richmond Heights and the City of Brentwood.

The City of Clayton's mission is "to foster a diverse and inclusive community with a vital balance of neighborhoods, businesses, commercial and government centers, educational institutions, and a healthy environment through an open, equitable, accessible and fiscally responsible government." The City of Clayton is proud to provide world class service levels to a community which values the contributions of the professional team. Comprised of approximately 185 full-time and over 200 part-time and seasonal employees, the average full-time employee tenure is over ten years! Click here to learn more about the benefits package available to full-time employees.

The IT Support Specialist is the primary initial contact for all staff-related Help Desk issues and IT support services. This position is responsible for troubleshooting and analyzing technical issues and service requests and providing timely solutions to all City departments. Primary responsibilities are for desktop hardware, productivity software and interfaces with various applications; Windows operating systems; mobile device configuration; and end user education.

Essential duties and responsibilities of the IT Support Specialist:

1. Provide timely end user technical support, troubleshooting and resolution of technical issues for networks consisting of approximately 500 nodes in a Windows Server 2019 Active Directory Domain with a Windows 10 Desktop OS environment. Work involves using Active Directory, Group Policies and PowerShell to complete tasks.
2. Provide technical support during the installation, maintenance, upgrade and testing of computer hardware (desktops, laptops, tablets, printers) and software systems. Responsible for desktop deployment in both a physical and a virtual environment (VMware Horizon View) using desktop imaging best practices and rebuild personal computers as needed including replacing hardware, restoring and reconfiguring operating systems, setting up network connections (wired and wireless), configuring email clients (Outlook and OWA), and installing applications and software drivers.
3. Implement and enforce security best practices on desktop firewalls, antivirus, group policies, and other applications reviewing for HIPPA, PCI and CJIS compliance.
4. Perform basic network troubleshooting and switch port configurations.
5. Provide organizational support, troubleshooting, technical assistance and training as needed for all City employees on operating systems, desktop productivity software, SharePoint, and a variety of municipal government applications.
6. Consult with application vendors to identify and document program bugs and resolve user requests. Assist with vendor support onsite and remotely. Test and evaluate new software for potential use/conflict with currently installed software. Keep currently installed software up to date to reduce security vulnerabilities.
7. Configure various mobile devices throughout the City in regard to email clients and wireless connectivity, including IOS, Android and Windows devices. Enroll and manage mobile devices in the City's Mobile Device Management platform.
8. Install, configure, and support basic video conferencing equipment in meeting rooms.
9. Perform moves, adds, and changes (MAC's) for the City VoIP telephony system.
10. Perform moves, adds, and changes (MAC's) for the City Badge Access system.
11. Perform moves, adds, and changes (MAC's) for Cable Television services throughout the City.
12. Maintain complete and accurate inventory of all end user hardware, software, warranty and maintenance agreements. Responsible for the approved destruction/recycling of used computer equipment and maintenance of disposal records per policy.
13. Assist with maintaining on- and off-site backups of all system files and databases per policies.
14. Manage and deploy Microsoft Windows updates utilizing Windows Server Update Services (WSUS).
15. Coordinate activities such as creating and managing user rights, file access and security to all City files and applications and share responsibility for setting up and maintaining print queues.
16. Evaluate desktop equipment for purchase or replacement; seek and analyze quotes/bids following the City's purchasing policy; and assist in processing purchase orders and invoices.
17. Maintain and update all application software and operating procedures documentation.
18. Remain current on changing technology.
19. Provide support to other technology staff on special projects as required and perform other duties as assigned.

Minimum Qualifications of the IT Support Specialist Position:

1. Associate's degree in Information Technology or equivalent with a minimum of two (2) years' work experience in PC desktop and applications support.
2. Two (2) years' help desk experience with Microsoft Windows 10 responsibilities required. Experience managing a VMware Horizon View virtual desktop environment and desktop deployments preferred.
3. Demonstrated proficiency of basic networking principles such as TCP/IP, OSI Layers, and other common network principles.
4. One or more of the following industry standard certifications is preferred: MCP, A+, Network+, Microsoft or CompTia or related certification.
5. Valid driver's license required. Must be able to drive personal vehicle, on occasion when City vehicle is not available, between multiple work locations (mileage reimbursement available) to complete job tasks.
6. Candidates must pass a background and fingerprint check as required by CJIS (Criminal Justice Information Systems).

Application & Pre-Employment Information

Applications for the IT Support Specialist are accepted until an adequate pool of applicants have applied . This posting is subject to close at any time, so applicants are highly encouraged to apply early.

Successful candidates for the position will be required to successfully complete additional screening including, but not limited to the following: Background investigation, fingerprint check, employment and reference checks, physical and drug screening.

Please contact Human Resources at hr@claytonmo.gov or 314-290-8448 with any questions about the process.

Employment Notice

The City of Clayton is an Equal Opportunity Employer. To provide equal employment and advancement opportunities to all individuals, employment decisions made at the City of Clayton will be based on merit, qualifications and abilities. It is the policy of the City of Clayton not to discriminate against any individual because of race, color, national origin or ancestry, religion or creed, gender, gender identity, sexual orientation, age, disability, genetic information, veteran status, or other legally protected statuses. The City of Clayton will make reasonable accommodations for qualified individuals with known disabilities unless doing so would result in an undue hardship. The City of Clayton encourages both prospective and current employees to discuss potential accommodations with Human Resources.

This policy extends to all stages of the employment process, including but not limited to: recruiting or advertising for employment; evaluating the skills, education and experience of applicants; establishing rates of pay and terms, conditions and privileges of employment (including training opportunities); and promoting, upgrading, demoting, transferring, laying off and terminating employees.

Any employees with questions or concerns about any type of discrimination in the workplace are encouraged to bring these issues to the attention of their immediate supervisor, Human Resources, or the City Manager. Employees can raise concerns and make reports without fear of retaliation. Anyone found to be engaging in any type of unlawful discrimination will be subject to disciplinary action, up to and including termination of employment.