What are the responsibilities and job description for the IT Support Technician position at City of Las Cruces, NM?
Nature of Work
Maintains and supports City computers, printers and peripheral equipment; provides customer assistance services and basic network support functions.
Environmental Factors
Work is performed in a standard office environment within various offices located throughout the City.
Physical Factors
Moderate physical demands, ability to lift and carry up to fifty (50) pounds. Frequent to constant use of a personal computer. Sufficient clarity of speech and hearing or other communication capabilities, vision or other powers of observation, manual dexterity, and personal mobility and physical reflexes sufficient to effectively and efficiently perform essential job functions.
Work Situation Factors
Position involves competing demands, performing multiple tasks, working to deadlines, responding to customer issues and occasional work beyond normal business hours to include on-call status as necessary to respond to emergencies. Regular attendance is an essential function of this job to ensure continuity of services. Position is subject to drug testing in accordance with applicable State and Federal regulations and City of Las Cruces policy.
First consideration may be given to current City of Las Cruces employees who meet the minimum qualifications.
Meeting or exceeding the minimum qualifications does not guarantee an invitation to participate in the process.
Full-time, regular, non-exempt position
This position is graded RN16.
Duties and Responsibilities
Provides technical assistance to City staff; provides technical support and analysis; responds to the technical support needs and inquiries of users; explains Information Technology (IT) issues, deploys solutions, and follows up with users to ensure the stability and functionality of the users' systems; performs computer troubleshooting to diagnose problems; analyzes computer functionality; identifies, locates, resolves and repairs problems within scope of authority; documents call records and results.
Maintains and updates computer systems; installs software upgrades, enhancements and revised functions; installs and relocates computers and peripheral hardware as directed; provides referral to supervisor when problems occur which are beyond the skills of the technician, and tracks the problem until it has been resolved; configures, installs and upgrades user computers, Personal Digital Assistants and peripherals; sanitizes and redeploys computers as needed.
Creates and maintains user accounts and system access for e-mail and file shares; maintains an accurate report of equipment and software malfunctions; performs basic network troubleshooting to diagnose connectivity and security problems; identifies, resolves and repairs problems within scope of authority; prepares and updates technical documentation; checks physical wiring and component connectivity.
Minimum Qualifications
A sufficient combination of relevant education and job related experience that has reasonably prepared the applicant to successfully perform the duties and responsibilities of the position, such as those listed above.
Preferred Qualifications:
Associate's degree in Computer Science or related field AND one (1) year of computer systems maintenance experience in an enterprise (more than 20 PCs) Microsoft Active Directory environment. A combination of education, experience, and training may be applied in accordance with City of Las Cruces policy.
Licenses/Certification(s):
Valid driver's license may be required or preferred. If applicable, position requires an acceptable driving record in accordance with City of Las Cruces policies. CompTIA A Certification and Microsoft Certified Professional (MCP) certification preferred.
Knowledge, Skills, and Abilities
General Knowledge of: Principles and practices of managing Microsoft Windows and MS Office computer software; capabilities of computer hardware, software and operating systems; basic network support and remote printer management procedures; job related technical terminology; system access and security guidelines and procedures; hardware and software troubleshooting techniques in a networked environment; City organization, operations, policies and procedures.
Ability to: Assess and prioritize multiple tasks, projects and demands; communicate effectively in verbal and written forms; establish and maintain effective working relations with co-workers and customers; interpret technical instructions; exercise initiative and independent judgment within established procedural guidelines; respond effectively to customer service requests; operate a motor vehicle and navigate across even and uneven surfaces.
Skills in: Basic software troubleshooting by analysis of problem descriptions from customers; responding professionally, effectively and efficiently to customer service requests and demonstrating excellent customer service skills; using basic tools and procedures for maintaining computers and peripheral devices; prioritizing multiple tasks, projects and demands; installing, maintaining, modifying, and upgrading computer software.