Information Systems Specialist

City of Takoma Park, MD Class Specification

CLASS TITLE: Information Systems Specialist
DEPARTMENT: Administration
REPORTS TO: Information Technology Manager
DATE: 04/2009
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Under general supervision performs a variety of computer and or information support functions for various departments; provides user training; install hardware and software; performs daily system backups.


Customer Service

Handles customer questions and complaints, communicates with customers, handles service problems politely and efficiently, always available for customers, follows procedure to solve customer problems, understands all City services, maintains pleasant and professional image. Anticipates, monitors and meets the needs of internal and external customers and responds to them in an appropriate manner. Continually seeks to provide the highest quality service to all customers. Listens carefully when dealing with the public and communicates concern through tone of voice and by taking action to solve their problems in a timely manner. Follows up in a timely fashion on requests for service filed through ACTion. Complies with the City’s Customer Service Policy, including 24-hour response time for telephone calls and e-mails. Explains departmental and City issues to the  public in a manner that demonstrates interest and concern for their problems. Listens well, diffuses conflict before it starts, finds causes of and solutions to problems, handles difficult people.


Communicates well both verbally and in writing when required, creates accurate and punctual reports, delivers presentations, shares information and ideas with others, has good listening skills. Effectively conveys information and expresses thoughts and facts. Demonstrates effective use of listening skills and displays openness to other people’s ideas and thoughts. Keeps key employees informed regarding relevant information. Shares information with other members of the team to foster teamwork and to further attainment of the City’s goals. Written and oral information is presented in a manner that projects a positive and professional image of the City.

Reports problems, concerns, issues that should be corrected. Readily shares information and ensures that team members are kept informed and up-to-date. Establishes team and individual accountability for goals, objectives and outcomes. Intervenes as necessary to identify and resolve conflict among team members. Makes conscious and deliberate efforts to build team spirit and identity.

Job Knowledge

Understands duties and responsibilities, has necessary technical skills, understands the City’s mission/values, keeps job knowledge current. Demonstrates the appropriate level of proficiency in the principles and practices of one’s field or profession. Demonstrates a commitment to continuous improvement, including the understanding and application of technology where appropriate. Operates within the organization's formal and informal structures, builds allies and relationships across departments, uses allies to build consensus and create results, is appropriately diplomatic, understands others' roles and perspectives, can sell projects and ideas across the organization. Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs. Prioritizes well and reacts to opportunities. Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, owns/acts on quality problems.



Adapts to change, is open to new ideas, takes on new responsibilities, handles pressure, adjusts plans to meet changing needs.

Computer Skills

Skilled in the use of computers, adapts to new technology, keeps abreast of changes, learns new programs quickly, uses computers to improve productivity. Makes good use of web tools and on-line resources, can implement and manage web projects.

Decision Making/Judgment

Recognizes problems and responds, systematically gathers information, sorts through complex issues, seeks input from others, addresses root cause of issues, makes timely decisions, can make difficult decisions, uses consensus when possible, communicates decisions to others. Knows when to notify and/or involve the department head or the City Manager prior to making a decision.

Personal Organization

Keeps information organized and accessible, maintains clean/functional work space, works systematically/efficiently, manages time well.


Meets all team deadlines and responsibilities, listens to others and values opinions, helps team leader to meet goals, welcomes newcomers and promotes a team atmosphere.


Develops hardware installation and software upgrade schedules.

Orders and maintains inventory of computer supplies such as toner, tapes, cables etc.

In absence of Information System Manager, creates new accounts, assigns necessary rights, and configures the users Email; removes user accounts and purges unwanted files; configure users, printers, and monitors system performance.

Deals with a variety of computer-related questions; determines if problems are software or hardware related; recommends necessary corrective action to Information Systems Manager.

Diagnose computer problems, hardware and software; installs, removes defective computer components; programs/configures new and/or repaired computers; delivers/picks-up computer from staff to shop.

Assists with network administration as assigned.

Performs daily system backups.

Keeps inventory records of all communication workstations and associated equipment.

Generates reports for use by department staff; e.g., Telephone Usage Reports and Accounting Reports.

Provides guidance, training and technical assistance to city staff; orients new employees on city’s Network policy, Civicall,

Accounting software, internet voice mail, GroupWise (e-mail) systems and other information technology systems.


Answers telephone and voice mail questions daily; coordinates activities of the telephone repair person when new phone assignments and repairs are needed; creates, configures new voice mail users connections and removes old user connections.

Programs scan cards, new doors, and users on the system.

Performs other related duties as assigned.


  • Computer(s)
  • Hand Tools
  • Cable Crimper
  • General Office Equipment


Education and Experience

Bachelor’s degrees from an accredited four-year college or university in Information Technology, Computer Science, or a related field; and,

Four to five years of progressively responsible experience; or,

Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Licenses and Certifications

Valid Drivers License


Knowledge of:

All computer application software and hardware related to performance of the essential functions of the job including but not limited to PBX systems, mail systems, telephone systems, recording systems, networks, MS Office, WordPerfect, Groupwise email, XP, Linux and the internet.

Installation, networking and supporting desktop computers and applications including but not limited to: MS XP Professional SP2, MS Office 2003 Professional, McAfee Virus Scan, Adobe Reader and professional, Photoship CS2, CS3, Macromedia

Dreamweaver and Flash player, and VNC 12.

Standard business arithmetic, including percentages and decimals.

Problem-solving analysis techniques.

Skill in:

Using tact, discretion, initiative and independent judgment within established guidelines.

Analyzing and resolving hardware and software issues.

Using mathematics.

Communicating clearly and effectively, both orally and in writing.

Applying logical thinking to solve problems or accomplish tasks; to understand, interpret and communicate complicated policies, procedures and protocols.

Mental and Physical Abilities

Ability to read and interpret documents such as safety rules, operation and maintenance instructions, and procedure manuals.

Ability to write reports, correspondence, and procedure manuals.

Ability to add, subtract, multiply and divide whole numbers, common fractions and decimals.

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exist.

While performing the essential functions of this job the employee is frequently required to walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, speak and hear, and lift and/or move up to 20 pounds.

Working Conditions

Work is performed in a normal office environment with little exposure to outdoor temperatures or dirt and dust.

The incumbent’s working conditions are typically moderately quiet.

file: Information Systems Specialist

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.