This is an advanced level technical position supporting the City’s enterprise hardware, software and network infrastructure. Responsibilities include, but are not limited to, supporting, maintaining and upgrading all City Desktops, Laptops, Tablets, Smart Phones, Printers, Copiers, Telephones, Active Directory accounts and related enterprise & standalone software applications. An employee in this position is expected to have extensive knowledge of City infrastructure and operations and functions in a lead role. Works autonomously within established procedures and practices.

• Leads the IT Support team to answer helpdesk calls, enter work orders and ensure timely resolution for all enterprise hardware, software and related peripherals.
• Directs the monitoring, maintenance and repair of all City of Lakeland computers, laptops, tablets, copiers, printers and related network equipment.
• Researches and resolves difficult and complex problems.
• Assists the Support Manager with Project Management related tasks.
• Assigns new computer equipment and ensuring accurate inventory records are maintained and updated.
• Maintains and updates the City’s Enterprise Antivirus solution
• Creates, receives and delegates work orders via the City’s established methods; ensures they are completed in a timely fashion and documented accordingly.
• Develops scripts as necessary to increase operational proficiencies.
• Directly supports the City’s mobile workforce through the installation, maintenance and upgrades of wireless devices including Wi-Fi and EVDO technology.
• Assists with creating, maintaining and removing Active Directory User and Computer accounts.
• Assists in tracking and logging software licenses in accordance with the City’s enterprise and licensing agreements.
• Operates a City vehicle to travel to various City facilities to perform assigned duties.
• May be required to work overtime or alternate hours as necessary for the efficient operation of the department.
• Position is designated Mission Critical.

• Performs related work as required.

• Associate degree or sixty (60) college credit hours from an accredited college or university with major course work relating to computer repair.
• Six (6) years of experience with personal computer operations or technical support.
• Must have HP computer repair certification.

• Must possess a valid State of Florida driver’s license.
• Must maintain a valid telephone number.
• Comptia A+ certification is preferred.
• Must be able to successfully complete training and obtain certifications (if available) for new technologies utilized by the City.

• Extensive knowledge of personal computer and laptop hardware with the ability to install, configure and remove components.
• Expert knowledge of Microsoft Office including Outlook in an Exchange environment.
• Proven knowledge of computer networking in an Active Directory environment.
• Thorough knowledge of all Microsoft Operating systems with basic iOS and Android skills.
• Knowledge of computer security risks and vulnerabilities.
• Thorough knowledge configuring and maintaining wireless technologies including EVDO.
• Excellent problem solving and communication skills.

• Requires sedentary work that involves walking or standing some of the time, exerting up to fifty (50) pounds of force on a recurring basis and routine keyboard operation.
• The job risks exposure to power plant conditions at times requiring proper foot, eye and head attire.
• There is exposure to bright/dim light in various circumstances, locations and due to computer monitors.
• The job requires normal visual acuity, field of vision, hearing, speaking, color perception, sense of taste, sense of smell, depth perception and texture perception.