SUPPORT CENTER TECHNICIAN - 0919 Salary
$38,396.80 - $57,595.20 Annually
OFFICE OF MANAGEMENT & BUDGET
CITY INFORMATION TECHNOLOGY SERVICES
11/8/2019 11:59 PM Eastern
- Job Description
Brief Description of the Job
Serves as technical support and a technical resource to end users on a wide variety of systems and software applications. Provides support via phone, remote access, or desk-side as needed to minimize user downtime. Provides support during normal business hours (8-hour rotation between 7 am 5:30 pm) as well as after-hours, on-call support. Provides support for desktop operating systems, applications, hardware (PCs, laptops, printers, copiers, etc.), smartphones, tablets, security video, equipment relocation, and upgrades. Prioritizes tickets, communicates effectively and professionally with users, peers, and management, and coordinates with vendors for external support. Works various assignments which may include assignment at City Hall, Law Enforcement Center, or other location.
- Job Duties
Respond to Break/Fix Issues & Phone Queue (45%): Address break/fix issues as user`s report problems to the service desk. Additionally, work proactively with users to address potential problems. Break/fix includes problems with any supported hardware or software. Answer service desk calls from phone and email queues when at desk.
Provide Software Support (20%): Resolve issues with Microsoft-based software such as Windows and Office. Work on issues with other, third-party applications such as anti-virus, user-specific applications, or business line applications. Research and test new software. Remove software deemed malicious. Check for software patches/updates and apply accordingly.
Provide Hardware Support (20%): Re-image existing hardware, deploy new hardware, and move existing data and configurations to new hardware. Address any issues with peripherals such as printers, copiers, and phones. Address user`s hardware for speed/performance issues, malware, spyware, and viruses. Determine if hardware meets specifications for new software. Set up conference rooms with needed peripherals and/or devices.
Utilize Ticketing Application & Provide Communication (10%): Update progress of all work performed daily in helpdesk ticketing application. Abide by all support procedures and Service Level Agreement. Effectively communicate status updates with affected user(s) and manager. Utilize vendor-based support when needed. Escalate to the server or network team as needed.
Provide Miscellaneous Support (5%): Work with Police Department on public safety camera video requests. Maintain required certifications for support purposes. Participate in special IT projects as requested by manager.
Perform other duties and responsibilities as assigned.
Formal Education: Two year Associate`s degree or equivalent in Computer Science or Information Technology related field is required. Any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job may be substituted.
Experience: Over two years of experience in an Information Technology field is required.
Driver`s License Required: Class D South Carolina license.
Certifications and Other Requirements: A+ certification.
Overall Strength Demands: Medium strength demands include exerting 20-50 pounds occasionally and up to 20 pounds frequently.
Physical Demands: Continuously requires vision, hearing, and talking. Frequently requires fine dexterity. Occasionally requires standing, walking, lifting, carrying, sitting, reaching, kneeling, pushing/pulling, foot controls, balancing, bending, and crouching. Rarely requires handling, crawling, climbing, and twisting.
Machines, Tools, Equipment, and Work Aids: Telephone, vehicle, hammer, screwdriver, power tools, air compressor
Computer Equipment and Software: PCs, laptops, external hard drives, printers, scanners, copiers, peripherals, smartphones, tablets, other end user hardware, end user operating systems, end user applications, anti-virus and mal-ware removal applications, and a wide range of business line applications.
Overall Working Conditions: Satisfactory: Occasional exposure to unpleasant environmental conditions and/or hazards.
Environmental Factors: None.
Health and Safety: Occasional exposure to mechanical hazards and electrical hazards.
Primary Work Location: Office Environment, Vehicle, and Outdoors at City satellite sites.
Protective Equipment Required: None.
Frequently requires time pressures, emergency situations, frequent change of tasks, irregular schedule/overtime, performing multiple tasks simultaneously, working closely with others as part of a team, tedious or exacting work, and noisy/distracting environment.
How To Apply:
Please fill out our Online Application by clicking the Apply button below:
Our office hours are 8:00 am-5:00 pm Monday - Friday.
The City of Greenville will provide reasonable accommodations for otherwise qualified individuals. The City of Greenville does not discriminate on the basis of race, color, national origin, sex, religion, disability status or age in employment or provision of services.