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Desktop Support Specialist II - Continuous
Essential Duties and Responsibilities
Management reserves the right to add, modify, change, or rescind the work assignments of different positions and to make reasonable accommodations so qualified employees can perform the essential functions of the job.
Positions at the Desktop Support Specialist I level may perform some of these duties and responsibilities in a learning capacity.
- Provides first-level support via telephone, in person, chat, and email requests, including problem for internal customers within the Port; performs a variety of duties in network, hardware, and software support, including the installation, configuration, and troubleshooting of equipment, devices and software.
- Installs, configures, supports, and maintains hardware, software, and computer systems; supports and maintains cameras, sensors, and workstations; troubleshoots and resolves complex hardware, software, and optical connectivity problems; provides telecommunications support.
- Performs systems administration functions for major computer/enterprise server and operating systems; installs, configures, deploys, maintains, and troubleshoots systems and network devices, including assigned servers, mobile devices, workstations, printers, video conferencing and audio/video presentation infrastructure, and law enforcement computerized hardware and software.
- Installs, tests, and debugs network operating systems and software releases and upgrades; writes or modifies scripts to startup and shutdown assigned software and applications; resolves systems operating and performance problems; creates, tests, and deploys application packages for enterprise-wide distribution; monitors and evaluates memory and disk storage utilization on mobile devices and workstations; administers user accounts, including network security, user profiles, and user/group access and rights.
- Coordinates routine vendor inspections and servicing of hardware, software, and other computer or telecommunication systems and devices; coordinates warranty repairs.
- Evaluates current systems and suggests improvements; researches, tests, and evaluates vendor hardware and software products; evaluates products for their conformance with customer requirements and compatibility with the Port’s operating system and network environment.
- Provides information on alternative technologies and their relative benefits; makes recommendations on the selection and purchase of hardware and software; participates with other team members on large hardware and software migration and conversion projects; assists in installing multi-platform interfaces and other software tools; manages and implements automation projects including preparing work plans and milestone charts; troubleshoots proprietary customized applications.
- Reviews and monitors systems performance statistics and fine tunes CPU load, memory, disk usage, and input/output to achieve optimal system speed, reliability, and performance; benchmarks systems and identifies and implements improvements to improve reliability and performance; assesses system capacity issues; evaluates and recommends software; performs hardware and software upgrades or replacements; installs and tests operating system releases, upgrades, and fixes.
- Develops and maintains technical system documentation, logs, and files; documents system components, network schematics, configurations, and history, such as physical hardware, changes to systems, user information, and past problems; analyzes and makes recommendations on proposed systems and provides consultation to management and staff on improvement of delivery of services.
- Trains end users on specialized Port systems and devices.
- Observes and complies with all Port and mandated safety rules, regulations, and protocols.
- Performs related duties as assigned.
