Support TechnicianCity of Meridian
Job Title: Support Technician
Department: Information Technology - City of Meridian
Reports To: Service Desk Manager
Open Date: October 23, 2017
Close Date: Open Until Filled
Hiring Salary: $15.09 - $19.27 per hour, DOE
Hiring Range: $15.09 - $22.62 per hour, DOE
Under the direction of the Service Desk Manager the Support Technician performs a variety of technical
duties related to the installation, maintenance and support of the City computers and communication
systems and equipment. This position provides technical support to end users on a variety of issues.
Tier 1 Technical Support
Troubleshoots and resolves user technology requests over the phone, through e-mail and via the
in house case management system;
Documents user support requests and resolutions;
Performs extensive communication between IT staff, users, and supervisor as to the progress
and resolution of help requests;
Installs, configures, monitors, and maintains computer systems, user workstations, peripherals,
printers and faxes;
Sets up domain and e-mail accounts in addition to user computer access;
Manages separated employees’ computer accounts and logins;
Sets up user accounts for iPhone and other email systems for mobile devices;
Assists in managing request queue by resolving requests, delegating appropriate tasks to
intern(s), and escalating other cases as needed;
Other duties as assigned.
Provides training to City staff on the use of computer applications, City network operating
standards, and other systems;
Develops and maintains internal IT training programs.
Creates and maintains technical and help desk documentation;
Assists with the operation and maintenance of the City web site;
Maintains equipment for checkout and manages check-outs of equipment to users;
Researches and recommends various system upgrades and equipment.
KNOWLEDGE & EXPERIENCE REQUIREMENTS:
An associate degree and/or advanced technical training certificate in computer, networking,
communications technology or related field;
One to two years of computer related experience in help desk or related field;
Knowledge of Microsoft products, including operating systems, office software and other
Understanding of computer system operations, installation, troubleshooting and repair, including
a broad familiarity with recent and current hardware, software, and peripheral devices;
Knowledge of systems security methods, procedures, and practices;
General knowledge of networking;
Knowledge of printer operation and maintenance;
Strong oral and written communication skills;
Ability to understand and follow oral and/or written policies, procedures and instructions including
user and technical manuals and diagrams;
Ability to analyze customer defined problems regarding hardware, software or connectivity and
develop timely and effective solutions;
Ability to effectively and positively train end-users;
Must be able to maintain a professional demeanor at all times;
Must be able to operate standard office equipment, including a personal computer using program
applications appropriate to assigned duties;
Must be able to develop and maintain effective working relationships with supervisor’s co-
workers, and other city employees.
Exposure to normal office conditions which may include:
o Air Conditioning.
o Moderate noise.
o Many interruptions.
There may be some exposure to out of door conditions.
Must be able to perform the following duties with or without accommodations:
o Sit at a computer for long periods of time.
o Visually analyze reports.
o Talk and hear via telephone and in person.
o Ambulate around the office.
o Lift up to 20 pounds.
Local travel is occasionally required. Must hold a valid driver’s license and good driving record.