The purpose of this position is to assist the Innovation & Technology Department in delivering high quality support to users by providing desktop technical support on hardware and software through diagnosis and trouble shooting. This position also provides support through coordinating computer moves, add-ons, changes, software upgrades & configuration enhancements and may also assist with other tasks as required.
Essential Job Functions
Deliver high quality desktop support to end users by troubleshooting complex desktop issues, training end users and junior level technicians as necessary, performing software and hardware installations and updates and documenting activities.
Utilizes ticketing system to document work and facilitates accurate record keeping by documenting support issues and/or resolutions and communicating user feedback to managers and IT team members; adheres to City and Departmental policies and procedures as well as applicable state and federal laws and regulations.
Act as a liaison with other technical support staff, vendors and employees as needed. Provides support regarding software problems, updates, fixes, new releases, and change requests.
Maintains detailed and accurate equipment inventories, creates and maintains technical documentation. Contributes to the development and maintenance of IT procedures by identifying opportunities for improvement, sharing best practices and updating documentation as necessary.
Provide City-wide computer support to end-users, which includes both phone and onsite support. Coordinate support with third party software and hardware vendors.
Ensure successful daily user operations by responding to incidents, troubleshooting complex desktop issues, performing diagnostic testing, training end users as necessary and providing solutions and recommendations.
Support continuous improvement of IT systems and applications by monitoring system changes, understanding impact to end users and performing hardware and/or software installations and updates to desktop and/or laptop computers.
Create and deploys desktop images from scratch utilizing available imaging technologies.
Communicate, in a timely manner, potential or real customer satisfaction issues to managers and IT team members.
Ensure workstation environments are secure utilizing up to date endpoint protection software and patch management process and procedures.
Assist the development of junior level support technicians by answering questions, providing recommendations to complex issues and sharing expertise.
Participates in the design, develop and deployment of desktop strategies and in the evaluation and recommendation of new technologies.
Education and Experience
Must have at least an Associate's degree in computer science, information technology or equivalent from an accredited two-year college or technical school.
A minimum of two or more years of experience as a system support technician OR an equivalent combination of education and experience that provides the required knowledge, skills, and abilities.
Local government background is desired.
Knowledge, Skills and Abilities
Provide high level of maintenance and support for a variety of hardware and software utilized by departments and their users, interpret technical manuals, interpret policies and procedures; write letters, memos, and instructions; communicate effectively, both orally and in writing; establish and maintain effective working relationships with law enforcement, fire service, government officials, co-workers, and the general public; maintain security and confidentiality of all materials and information encountered in duties.
Required to demonstrate an advanced understanding of Microsoft Windows based desktop and laptop deliverables, including: Imaging, Upgrades, Performance Tuning (Hardware and Software), Diagnostics and Troubleshooting Routines.
Demonstrate an understanding of active directory concepts, shared network devices, software distribution, image deployment and ability to configure network and local printers to work in a Microsoft Windows environment.
Work requires the ability to demonstrate strong analytical capability and in following industry standard troubleshooting procedures and established process documentation.
Ability to utilize applicable vendor and third party tools for diagnostic troubleshooting, self-test procedures, external and internal test equipment and tools, as well as technical support organizations.
Demonstrate excellent organizational and problem solving skills. Ability to take ownership of the work assigned and deliver results timely, reliably and correctly.
Hands-on knowledge of and experience with enterprise and desktop applications, including Microsoft Office 365 and software distribution package systems.
Responsibilities sometimes require working evenings and weekends, sometimes with little advanced notice. Rotating off hours and on-call support. Excellent customer service, interpersonal and organizational skills. Strong communications skills, both written and verbal.
Basic knowledge of Microsoft Windows 10 operating systems and the Microsoft Office 365 suite of products.
Maintain up-to-date knowledge of IT operating procedures and standards as well as changing technologies; willing to accept future training and certification.
Licenses and Certificates:
Valid Texas driver's license with good driving record and ability to maintain while employed, required.
One or more of the following certifications is desired:
- Network +
- Security +
- Microsoft Certified Desktop Support Technician (MCDST)
- Microsoft Certified IT Professional (MCITP)
- Dell Hardware Certification
Work is primarily performed in climate controlled office environment. Physical demands are sedentary in nature with prolonged sitting. Work causes fatigue of eyes, fingers or other facilities because of fairly continuous use of motor senses. Occasionally lifts objects weighing 50 lbs.
The employee frequently faces difficult and stressful situations. The employee has frequent contact with other employees both within and outside of the assigned department, including the public and other organizations; interactions often involve sensitive or difficult issues that require persuasion and negotiation. The employee constantly is required to change tasks and to perform tedious, exacting work. The employee frequently is required to work under time pressures to meet deadlines, to perform multiple tasks simultaneously, and to work closely with others as part of and/or a leader of a team. The noise level in the work environment is usually moderate. Employee is subject to call back to be able to provide service to the public safety agency at all hours/days of the week.