What are the responsibilities and job description for the Desktop Support Technician position at Cleveland Metroparks?
Cleveland Metroparks is seeking a Desktop Support Technician to join its Information Technology Services team. This role is essential in ensuring reliable technology across the Park District, providing staff with the tools they need to succeed. The Desktop Support Technician delivers user support, troubleshoots technical issues, and contributes to ongoing innovation through research and development.
Responsibilities include maintaining system hardware, operating systems, software, and security protocols, as well as managing the technology equipment inventory in alignment with Park District policies. The ideal candidate brings a customer-focused mindset, balancing technical expertise with patience and professionalism to ensure staff receive timely, effective, and dependable technology support throughout the Park District.
Key Responsibilities:
- Provides front-line help desk support via phone, email, and walk-up requests
- Installs, configures, and maintains software including Microsoft Office, Office 365, browsers, and park-specific applications
- Sets up and configures mobile devices such as cell phones and tablets
- Troubleshoots connectivity issues, computer performance problems, and user access concerns
- Manages and prioritizes support tickets, ensuring timely resolution and accurate documentation
- Collaborates with ITS staff on client/server application issues and system upgrades
- Creates documentation for processes and procedures used within ITS
- Participates in a rotating schedule to provide 24/7 emergency phone support up to 4 weeks each year
Education and Experience:
- High School Diploma or GED required
- Vocational or technical training in Computer Technology or related field preferred
- Minimum of three years of experience in IT or help desk support, or equivalent combination of education and experience
Qualifications:
- Valid driver's license
- Problem-solving mindset with the ability to diagnose issues quickly and thoroughly
- Strong verbal and written communication skills
- Excellent organizational skills and attention to detail
- Ability to manage multiple priorities and meet deadlines
- Proficiency in Microsoft Office Suite
- Professional discretion and ability to handle confidential information
- Independent, self-motivated, and collaborative team player
Work Days: Monday - Friday
Application Deadline: Open until filled.