City of Meridian

33 E. Broadway Ave
Meridian , ID
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Support Technician

City of Meridian
Meridian, ID Full time
Posted on October 23, 2017

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

 

POSITION SUMMARY:

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.

 

POSITION RESPONSIBILITIES:

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.

 

Training:

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.

Additional Duties:

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

productivity software;

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.

 

WORKING CONDITIONS:

Exposure to normal office conditions which may include:

o Air Conditioning.

o Heat.

o Moderate noise.

o Many interruptions.

 There may be some exposure to out of door conditions.

 

ESSENTIAL FUNCTIONS:

 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.

 

TRAVEL REQUIREMENTS:

Local travel is occasionally required. Must hold a valid driver’s license and good driving record.