What are the responsibilities and job description for the Desktop Support Technician position at City of Norwalk, CT?
Description of Work
Position Definition: Installs and maintains computer hardware, software and peripherals throughout the City in order to meet the City’s data collection, analysis and processing needs. Provides end-user technical support either remotely or in person.
General Duties:
- Plans work according to standard procedures.
- Installs, services, troubleshoots, and repairs City computers and related equipment, including software.
- Assists with network functions as requested.
- Responds to service calls and help desk ticket requests.
- Maintains a continuous log of all activities.
- Researches and recommends new hardware and software techniques for data processing.
- Maintains accurate, current, and complete equipment and software inventories.
- Prepares statistical, inventory, and narrative reports for the Supervisor.
- Reports work accomplished to the Supervisor.
- Performs other related duties as required.
Additional Duties:
- Maintains contact with vendors.
- Coordinates defective hardware and software returns with City vendors and ensures a quick and accurate resolution.
- Sets up and troubleshoots hybrid/virtual meeting equipment for night meetings.
- Sets up ad hoc on-site/off-site conferences, meetings, and events.
- Carries a cellphone while performing duties.
- Acts as essential personnel during emergency situations.
Supervised By: Receives direction from the Director of Information Technology or their designee.
Required Knowledge, Skills and Abilities
- The skills and knowledge required are generally acquired with an Associate’s degree in Computer Science, Management Information Systems, or a related field.
- A minimum of three years of progressively responsible experience in installing and maintaining various types of hardware and software. Practical work experience may be substituted for advanced education in some cases.
- Thorough knowledge of concepts, techniques, and methods for installing, configuring, implementing, and maintaining computers and peripherals, including tablets and smart devices.
- In-depth knowledge of and ability to install and maintain operating systems, database systems, Microsoft Office 365, antivirus software, and virtual desktops.
- Thorough knowledge of TCP/IP, connectivity methodologies, and wireless technologies.
- Ability to work independently and research solutions to solve problems.
- Proficiency in diagnosing hardware, software, and application problems and implementing timely resolutions.
- Strong ability to write or explain procedures and instructions clearly for non-technical users.
- Effectiveness in collaborating with users, vendors, and staff to resolve complex technical problems efficiently.
- Basic knowledge and experience with audio/video setup are preferred.
Minimum Qualifications
- Associate's degree in Computer Science or Management Information Systems or other Computer Science degree.
- In some cases, practical work experience may be substituted for an advanced education.
- Minimum three years of progressively responsible experience in installing and maintaining different types of hardware and software.
Special Licenses/Certifications AND/OR Supplemental Information
License or Certificate: A Certification preferred.
This position is a NMEA Grade 16.
Note: The above is illustrative of tasks and responsibilities. It is not meant to be all-inclusive of every task and responsibility.
The City of Norwalk is an Affirmative Action/Equal Opportunity Employeer