Performs difficult skilled technical work providing service desk support to internal and remote users, and related work as apparent or assigned. Work is performed under limed limited supervision

• Identifies, troubleshoots, resolves, and documents complex issues while maintaining customer satisfaction.
• Installs, supports, configures, evaluates, maintains, monitors and analyses systems and software in a client network environment.
• Leads high priority tickets involving server or networking troubleshooting, hardware repairs, disaster recovery, or critical request is escalated for assistance.
• Utilizes remote monitoring and management software to resolve client requests.
• Responds to client support request tickets, calls and emails, assign tickets, calls and emails, assign ticket severity, update service work notes, and prioritize work to resolve complex support client issues
• Assigns security passwords and ensures systems security.
• Provide hardware and software for laptops, printers, Apple and Android devices
• Document, review and improve existing technical procedures and knowledge management.
• Assists in defining network and desktop environment policies, procedures and security standard and procedures.
• Participates in ongoing personal training and attainment of applicable technical certifications
• Independent problem-solving skills, able to automate processes and capable of self-direction
• Prepare training, support documentation and conduct training sessions.
• Maintain inventory management system and computer refresh program
• Must be available to work On-Call in a 24x7 environment. Incumbents may occasionally work evenings, weekends, and holiday hours.
• Provide technical support during council meeting evening hours.
• Other duties as assigned.

Minimum Education and Experience:

• Associate/Technical degree with coursework in computer information systems, or related field and considerable experience in computer and systems technical support, or equivalent combination of education and experience. 
• Bachelor's Degree preferred.

Licenses and/or Certifications:

• A / Network / Security preferred

Knowledge, Skills & Abilities:

• Knowledge of principles, practices and techniques associated with hardware, software and networking
• Thorough knowledge of Microsoft software applications (Excel, Word)
• Advance software installation skills and network and PC troubleshooting skills.
• Customer service skills.
• Ability to communicate and interact with all levels of systems end-users and to present complex technical concepts.

Work Environment:

• Work is primarily perform in an indoor, climate-controlled, pleasant environment.

Essential Physical Activities:

• Stooping, crouching, walking, pulling, lifting, grasping, hearing, seeing up close, seeing far away, kneeling, reaching, pushing, talking, finger movement
• Typical weight handled: up to 25 lbs.