SUMMARY

Under the direction of the IT Support Manager, assist with product support, training, and customer support.

MINIMUM QUALIFICATIONS

Education: High school diploma or GED. Associate degree with major course work in computer science, information technology, or a related field preferred (directly related experience or specialized training may be considered in lieu of education, on a two for one basis).
Experience: Two years of customer service providing technical support.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of:

• Principles and practices of data processing and computer science.
• Troubleshooting internet connectivity, phone systems, network systems, and other technological office equipment.
• Apple and Microsoft Windows operating systems.
• Word, Excel, Outlook, Access, Power Point, Teams and O365.
• Troubleshooting techniques.
• Principles and concepts of customer service and care.
• Safe driving principles and practices.

Skill with:

• Maintaining customer-service focus.
• Possessing a collaborative and process improvement mindset.

• Operating current office equipment including computer equipment and software.Operating a motor vehicle safely.

Ability to:

• Learn techniques and procedures for hardware parts installation, replacement, and repair.
• Research and understand professional manuals, journals, and literature.
• Advise and provide interpretation to others on the application of policies, procedures, and standards to specific situations.
• Assist City staff in identifying computer needs.
• Analyze data and develop logical solutions to problems.
• Perform hardware installations on PC’s and laptops.
• Prioritize requests for service.
• Communicate clearly and concisely, both orally and in writing.
• Establish, maintain, and foster positive and harmonious working relationships with those contacted in the course of work.

• Provide all users with first-level IT support while maintaining a focus on the customer experience and clear communication.
• Support the IT work order system and process.
• Assist in the installation, support, maintenance, and inventory of computer systems, equipment, licensing, audio-visual systems, printers, copiers, and phones.
• Provide training to end users related to information technology.
• Assist with the development and implementation of IT policies and procedures for the department and City.
• Provide administrative support to the department as needed, including the streaming, and recording of meetings as assigned.Perform other related duties and responsibilities as assigned.