IT Support Technician

Under close supervision, the IT Support Technician provides technical support to City staff by troubleshooting and resolving hardware, software, and basic network issues. This role supports the day-to-day operation of IT across the City by responding to helpdesk tickets and escalating complex issues as needed.

Essential functions, as defined under the Americans with Disabilities Act, may include any of the following representative duties, knowledge, and skills. This list is ILLUSTRATIVE ONLY and is not a comprehensive listing of all functions and duties performed by incumbents of this class. Employees are required to be in attendance and prepared to begin work at their assigned work location on the specified days and hours.

Factors such as regular attendance at the job are not routinely listed in job descriptions but are an essential function. Essential duties and responsibilities may include, but are not limited to, the following:

• Configures, installs, troubleshoots, and repairs desktop and laptop computers and peripherals, mobile devices, network printers, and common software applications such as email, Office, and cybersecurity applications.
• Monitors and responds to help desk calls and tickets, ensuring effective resolution or escalation when appropriate.
• Manage computer inventories.
• Assist IT department staff with tasks and projects as assigned.
• Perform related duties as required or assigned.

Work is performed in a standard office environment. Some field work may be required which includes exposure to various outdoor weather conditions. May be required to climb ladders, traverse uneven surfaces, and lift and move objects weighing up to 50 pounds.

• Associate’s degree in computer science or related field and one (1) year of technical support experience; OR an equivalent combination of education, training, and experiences.
• A valid State driver’s license may be required.
• Basic understanding of cyber security best practices.
• Excellent communication and documentation skills, with the ability to explain technical issues to non-technical stakeholders.
• Competencies in technical problem solving, situational analysis, customer service, team collaboration, & SLA awareness.
• Skilled at organizing work and setting priorities to meet deadlines.