DWM Desk Top Support Technician II (AIM)

Posting expires: September 22, 2025

Salary:

Position Summary

The Desktop Support Technician Senior is responsible for providing advanced technical support and guidance to end-users across multiple facilities within the Department of Watershed Management (DWM), including executive offices, plant operations, and field operations. This role requires strong problem-solving abilities, sound judgment, and a customer-focused approach to ensure timely resolution of technical issues. The Senior Desktop Technician also provides mentorship and oversight to less experienced technicians, helping to maintain a high standard of IT service delivery.

Key Responsibilities

• Provide advanced technical support for desktops, laptops, printers, mobile devices, and related systems, ensuring minimal downtime for users.
• Diagnose and resolve complex hardware and software issues; escalate only when necessary.
• Collaborate with supervisors and managers on decisions regarding technical procedures, system upgrades, and issue resolution strategies.
• Perform installation, configuration, repair, and preventive maintenance of computer hardware, software, and peripherals.
• Recommend and assist with the evaluation of software to meet operational and user requirements.
• Monitor and maintain inventory of IT equipment, hardware, software, and supplies across DWM facilities.
• Troubleshoot and support network connectivity, including routers, modems, wiring, and peripheral devices (printers, plotters, scanners).
• Act as a technical mentor and resource for junior desktop support staff; may lead or instruct less experienced team members in advanced tasks.
• Maintain detailed documentation of technical procedures, configurations, and issue resolutions.
• Foster strong, professional working relationships with end-users, peers, and management across the City of Atlanta.

Qualifications & Skills

• Advanced knowledge of personal computers, operating systems, and related technologies.
• Strong proficiency with Microsoft Office Suite and other common business applications.
• Hands-on experience with hardware installation, cabling, and system connectivity.
• Ability to resolve most technical issues independently with minimal escalation.
• Strong communication and interpersonal skills, with the ability to assist users of varying technical skill levels.
• Demonstrated ability to lead, mentor, and support junior IT staff.

Minimum Education & Experience

• Associate degree in Information Technology, Computer Science, or related field OR equivalent combination of education, training, and professional experience.
• 4–6 years of progressively responsible experience in desktop support, IT help desk, or related technical roles.
• Industry certifications such as CompTIA A , Network , Security , or Microsoft Certified: Modern Desktop Administrator Associate preferred.
• Experience supporting enterprise-level environments, preferably in government, utilities, or large organizations, is strongly desired.

Work Environment & Physical Requirements

• Ability to work across multiple DWM facilities, including offices, plant operations, and field environments.
• Must be able to lift and transport IT equipment as required.
• Requires sensory and physical capabilities necessary to successfully perform the essential functions of the job.

• Work Schedule:
  This position follows the City’s hybrid work schedule policy as assigned by the Department of Human Resources Commissioner and requires in-person work at City worksites/facilities at least four (4) days per week, with the option to work remotely one (1) day per week, based on eligibility, departmental needs, and supervisor approval. The hybrid work schedule is subject to change at any time to five (5) days in-person work.