Pay Range 16 Breakdown

Hourly (40 hrs.)$18.7910$28.1865
Hourly (42 hrs.)$17.8962$26.8443
Hourly (56 hrs.)$13.4222$20.1332

Technical Services Representative

Range: $39,085.31 - $58,627.96 (16)
Position Number: 11125

JOB SUMMARY:  This position provides technical and non-technical support to customers on a variety of broadband services and issues and receiving of public complaints and the dispatching of utility crews. 
Monitors the status of the SCADA system; enters information into the computer system; monitors volt and amp summaries.
Receives telephone calls from the general public regarding concerns with lights, water, and gas utilities.
Dispatches work crews via two-way radio.
Performs after hours dispatch duties during storms and power outages.
Provides broadband services using Enterprise Telephone Integration (ETI) software application.
Diagnosing and troubleshooting computer and related equipment problems in a Microsoft Windows environment
Serves as backup for the 24/7 support desk
Answers and resolves help desk calls from Broadband customers
Uses remote connection software to obtain control of computers in remote locations and repair user problems
Schedules and coordinates broadband service installations
Submits and monitors work orders using web based systems
Monitors network systems and facilitates problem resolution as appropriate
Occasionally answers calls from City help desk
Works with vendors and manufacturers to resolve software or hardware product issues
Creates documentation and procedures for trouble shooting broadband services
Maintains records of trouble calls and customer interactions
Performs other related duties as assigned.
Knowledge of common computer hardware and software problems
Knowledge of microcomputer hardware and software, and other applications
Knowledge of web based software and other applications
Knowledge of department and city policies and procedures and federal, state, and local laws and regulations
Skill in coordinating and managing several projects simultaneously
Skill in customer service and support provision
Skill in the installation, and troubleshooting microcomputer hardware and software
Skill in oral and written communication with technical and non-technical personnel
Skill in establishing effective working relationships with co-workers, and the public
Skill in the operation of a two-way radio.
Skill in public and interpersonal relations.
SUPERVISORY CONTROLS:  The Greenlight Operations Manager assigns work in terms of general instructions,  and spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.
GUIDELINES:  Guidelines include department standard operating procedures, city hardware and software policies, network wiring standards and codes, and customer service principles.  These guidelines require judgment, selection, and interpretation in application. 
COMPLEXITY:  The work consists of varied technical and non- technical duties.  The amount of work to be performed contributes to the complexity of the position.
SCOPE AND EFFECT:  The purpose of this position is to provide broadband services, monitor the broadband network and support broadband customers.  Successful performance results in the efficient operation of all broadband service systems.
PERSONAL CONTACTS:  Contacts are typically with broadband customers, other city employees, and vendors.
PURPOSE OF CONTACTS:  Contacts are typically to give or exchange information, resolve problems, and provide services.
PHYSICAL DEMANDS:  The work is typically performed while sitting, standing, walking, bending, crouching, or stooping.  The employee infrequently lifts light and heavy objects, and must distinguish between shades of color.
WORK ENVIRONMENT:  The work is typically performed in an office, computer room, stockroom, or warehouse, and occasionally outdoors in cold or inclement weather.  The employee may be exposed to noise, dust, dirt, grease, machinery with moving parts, and irritating chemicals.
Knowledge and level of competency commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with an Associates Degree.
Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.
Possession of or ability to readily obtain a valid driver's license issued by the State of North Carolina for the type of vehicle or equipment operated.
Rev. 9/13