Skip to Main Content

Entry Level Computer Support Technician

Job Description

 

Job Title:               Entry Level Computer Support Technician

JD #:                      IT6

Department:         INFORMATION TECHNOLOGY

Reports To:           Management OF Information Technology, 

                               Direct Report to Supervisor of Information Technology

FLSA Status:         Exempt

Approved Date:   2024

JOB SUMMARY

The Entry Level Computer Support Technician's role is to support and maintain organizational computer systems, desktops, and peripherals.  Serve as the first point of contact for customers seeking technical assistance over the phone or email.  They are responsible for answering questions and addressing system and user issues in a timely and professional manner.

ESSENTIAL FUNCTIONS

Essential Duties and Responsibilities

The duties listed below illustrate of the various types of work that may be performed. The omission of specific statements regarding duties does not exclude them from the position if the work is similar, related, or a logical assignment in association with this position. Undertakes and performs the following and all other work-related duties as assigned.

  1. Provides technical support in computer systems; and/or other computer information technology specialties 
  2. Provides technical expertise to users at multiple sites.
  3. Provides support for both internal and external organizational computer systems that span multiple platforms.
  4. Documents, tracks issues to closure/resolution; escalates issues to management when necessary.
  5. Identifies opportunities to improve and streamline processes and brings them to management to implement and/or develop other strategies.
  6. Assists with the day-to-day operational maintenance, support, and upgrades for operating systems, workstations.
  7. Ensures workstation data integrity by implementing standard software and hardware solutions.
  8. Conducts basic hardware and software audits of workstations to ensure compliance with established standards, policies and configuration guidelines as assigned by management of the IT Department.
  9. Assists with Bob.ai and Partner Portal error management, support, and training.
  10. Supports Emphasys Elite as determined by management of the IT Department.
  11. Support and troubleshoot the VOIP telephone system.
  12. Set up and train users on remote connectivity solutions and troubleshoots technical problems.
  13. Self-motivated and directed with the ability to effectively prioritize and execute tasks.
  14. Ability to multitask and handle on a proactive basis, changing priorities in a fast-paced environment to maximize time management and efficiencies.
  15. Occasional travel is required.  Some weekend work is expected.  On-call requirements including nights, weekends, and holidays.
  16. Maintains professional and technical knowledge by attending educational workshops and/or seminars, reviewing professional publications, establishing personal networks, and participating in professional organizations as appropriate.

 

SUPERVISORY RESPONSIBILITIES

The employee receives instructions from the management of the Information Technology Department and reports directly to the Supervisor of IT. Courses of action, deadlines and priorities are established by policy, procedure, rule, regulation, or the Director of IT, depending upon the assignment. Normal duty assignments are performed by the employee based on his/her own judgment in addition to assigned projects by management. Special projects are managed with little oversight. The employee has no supervisory duties.

 

QUALIFICATIONS AND COMPETENCIES

Behavioral Competencies 

This position requires the incumbent to exhibit the following behavioral skills:

Job Knowledge: Exhibits requisite knowledge, skills, and abilities to perform the position effectively. Demonstrates knowledge of policies, procedures, goals, objectives, operational entities, requirements, and activities as they apply to the assigned organizational entity of the Agency. Uses appropriate judgment & decision making in accordance with level of responsibility.

Commitment: Sets high standards of performance; pursues aggressive goals and works hard/smart to achieve them; strives for results and success; conveys a sense of urgency and brings issues to closure; persists despite obstacles and opposition.

Customer Service: Meets/exceeds the expectations and requirements of internal and external customers; identifies, understands, monitors, and measures the needs of both internal and external customers; talks and acts with customers in mind.  Recognizes work colleagues as customers.

Effective Communication: Ensures important information is passed to those who need to know; conveys necessary information clearly and effectively orally or in writing. Demonstrates attention to, and conveys understanding of, the comments and questions of others; listens effectively.

Initiative: Proactively seeks solutions to resolve unexpected challenges.  Actively assists others without formal/informal direction. Possesses the capacity to learn and actively seeks developmental feedback. Applies feedback for continued growth by mastering concepts needed to perform work.

Responsiveness and Accountability: Demonstrates a high level of conscientiousness; holds oneself personally responsible for one's own work; does fair share of work.

Teamwork: Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; supports everyone's efforts to succeed.

Job Competencies

  1. Knowledge of software such as Adobe, Microsoft Office 365, Google Chrome, Microsoft Edge, Mozilla Firefox, and Microsoft Teams.
  2. Knowledge and experience in the installation and management of network hardware (i.e., switches, routers, servers, SAN/NAS, Firewalls, etc.)
  3. Knowledge of Active Directory Policies, Procedures and Compliance.
  4. Knowledge of Group Policy, DNS, DHCP and TCP/IP protocol stack.
  5. Knowledge of Microsoft Windows Server according to need.
  6. Knowledge of Microsoft desktop operating systems.
  7. Knowledge of Office 365 environment, including MS Office applications.
  8. Knowledge of computer networking and telecommunications.
  9. Knowledge of computer operating systems.
  10. Knowledge of database management systems.
  11. Conduct patching and updates vulnerability systems as required.
  12. Knowledge of supporting web applications and SaaS in a Microsoft ecosystem (i.e., Azure, SQL Server, SCCM, SharePoint, etc.).
  13. Experience or working knowledge with wireless technology.
  14. Must be able to make recommendations regarding policy development and implementation.
  15. Ability to establish and maintain effective, professional, and tactful working relationships with co-workers and persons outside the Housing Authority.
  16. Ability to evaluate customer satisfaction, develop cooperative associations and utilize resources for continuous improvement.
  17. Ability to write reports, prepare business letters, and summaries with proper format, punctuation, spelling, and grammar using all parts of speech.
  18. Ability to analyze data and information and prepare complex reports, graphs, charts, and spreadsheets and to summarize findings.
  19. Must be able to maintain punctuality and attendance as scheduled.
     

EDUCATION AND/OR EXPERIENCE

Associate Degree or higher in the field of computer science and/or minimum of five (5) years' equivalent work experience.

 

The following Certifications must be obtained within one (1) year of employment or other allowable period of hire as authorized by the Executive Director or his/her designee:

  •   Microsoft Certified Professional (MCP)

 

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Incumbent(s) must be able to meet the physical requirements of the classification and have mobility, balance, coordination, vision, hearing and dexterity levels appropriate to the functions performed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Work is performed primarily in an office environment with occasional travel to meetings. The incumbent frequently uses standard office equipment including personal computers, telephone, and related equipment. Office environment. The noise level in the work environment is moderate.

 

CONTACTS

The employee has contact with a broad range of individuals including co-workers, outside professionals, contractors, vendors, and other business firms that provide services. Personal contacts serve multiple purposes including giving or exchanging information, providing services, to make decisions, resolve problems, motivate, and negotiate.

 

OTHER REQUIREMENTS

  1. Must possess a valid driver's license.
  2. May be required to work an unusual work schedule.      
  3. Occasional nights, weekends both on-site and remote.
  4. Must work with the highest degree of confidentiality.
  5. Must be able to lift 40 pounds.
  6. Must be able to stand or sit for long periods of time.
  7. Must be available for travel and work weekends.
  8. Must pass employment drug screening & criminal background check.
     

The Housing Authority of Kansas City, Missouri is an Equal Opportunity Employer. This job description is subject to change and in no manner states or implies that these are the only duties and responsibilities to be performed. The duties herein are representative of the essential functions of this job. This job description reflects management's assignment of functions; however, it does not prescribe or restrict tasks that may be assigned. Nothing in this document restricts management's right to assign or reassign duties and responsibilities at any time. The qualifications listed above are guidelines, other combinations of education and experience that could provide the necessary knowledge, skills, and abilities to perform the job may be considered at the discretion of the Executive Director.

 

Employment with the Housing Authority of Kansas City, Missouri is on an "at-will" basis. Nothing in this document is intended to create an employment contract, implied or otherwise, and does not constitute a promise of continued employment.

Disclaimer: The above statements describe the general nature, level, and type of work performed by the incumbent(s) assigned to this classification. They are not intended to be an exhaustive list of all responsibilities, demands, and skills required of personnel so classified. Job descriptions are not intended to and do not imply or create any employment, compensation, or contract rights to any person or persons. Management reserves the right to add, delete, or modify and/or all provisions of this description at any time as needed without notice. This job description supersedes earlier versions.

 

 

________________________________________            __________________

EMPLOYEE SIGNATURE                                DATE

 

 

________________________________________            ___________________

SUPERVISOR SIGNATURE                            DATE

 

New_Entry_Level_Computer_Support_Technician_3.28.24.pdf

Click here to apply!

What can we help you with today?

Contact HAKC