Qualifications/Duties:

• Candidate should hold current certifications in ITIL and/or CompTIA A (not required but preferred).
• Must be able to interact with employees in a user-friendly and empathetic manner, irrespective of their technical proficiency.
• Responsible for providing first-level technical support for hardware, software, and network-related issues through various communication channels, including phone, email, and remote assistance tools.
• Responsible for logging all support requests, incidents, and resolutions in a centralized ticketing system for tracking and reporting purposes.
• Maintain a comprehensive knowledge base to facilitate quick problem-solving and assist end-users with frequently encountered issues.
• Assist with mobile devices, including configuration, troubleshooting, and maintenance of cellular and portable communication devices, Apple and Android devices, cellular connectivity, and virtual meetings.
• Extend specialized support for mobile devices, including setup, configuration, troubleshooting, and application assistance. Ensure that mobile devices seamlessly integrate with the City's IT infrastructure and enhance mobile productivity.
• Diagnose, troubleshoot, and resolve technical problems efficiently to minimize downtime and disruptions.
• Escalate complex issues to appropriate internal or external teams while maintaining ownership and communication with the end-user until resolution.
• Assist in configuring, installing, and maintaining various hardware components, including computers, printers, scanners, and mobile devices.
• Offer support for standard software applications, operating systems, and specialized software used by departments.
• Assist users and departments in the setup and configuration of virtual meetings, ensuring optimal audio, video, and connectivity settings. Diagnose and resolve issues related to audio, video, screen sharing, and other virtual meeting components promptly to minimize disruptions and ensure a seamless user experience.
• Recognize the dynamic nature of virtual meetings and be prepared to work a flexible schedule. Many meetings may be conducted outside of normal business hours to accommodate the needs of diverse user groups.
• Apply systematic problem-solving methodologies to isolate and resolve issues, minimizing user frustration and productivity loss. Ensure prompt follow-up and updates on ongoing issues to end-users until successful resolution is achieved.
• Keep users informed about the progress of issue resolution and ensure timely follow-up.