JOB
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.
EXAMPLE OF DUTIES
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.
SUPPLEMENTAL INFORMATION
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.