IT Technician

Overview

Under the general supervision of the Service Desk Supervisor, this position serves as the principal owner of the service request, break-fix incident and project task life cycles as well as overall end user satisfaction. This position provides first and second-level remote and desk-side support for desktop computers, laptops, mobile devices, printers, scanners and other peripherals. In addition to providing hardware support, this position is also tasked with supporting the county’s standard software suite along with all vendor software.

This position is charged with resolving and documenting support requests, performing preventative maintenance, acting as a light training resource for non-technical staff and delivering quality and consistent day-to-day support to end users.

Troubleshoot hardware and software problems, completing repairs in a timely and efficient manner, ensuring minimal recurrence of problems.

Resolve and document all assigned service requests/incidents while effectively managing end user expectation and satisfaction.

Effectively use remote assistant tools, vendor knowledge bases, the county’s ticketing system and other available tools as needed to diagnose and repair end user issues within target time limits.

Provide end users with regular communication regarding status of repairs/installs, including notification when repairs are complete; verifies with end users that repairs are satisfactorily completed.

Communicate with end user appropriate advice and techniques to avoid future incidents of a similar nature as applicable.

Interface extensively with end users of all levels on all application and desktop problems, escalating items as needed to senior IT personnel for root cause determination and resolution.

Appropriately document all required information into the county’s ticketing system.

Responsible for maintaining complete inventory of desktop hardware and software.

Performs preventative maintenance, including inspection and cleaning of workstations, printers, peripherals and various site-specific checklists.

Act as point of contact for vendor related issues; triage all end user troubles prior to escalating to vendor support.

Responsible for installing and maintaining phone and data cabling infrastructure: patch panels, cabling, data jacks, etc.

Model the high level of customer service expected of all associates including responding to voice mails and emails within organizationally defined time frames, completing projects as committed, responding to others’ feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate.

ADDITIONAL JOB FUNCTIONS

Performs related duties as required.

Requires travel between buildings; may require evenings or weekends.

Must be available for on-call.

TO PERFORM ESSENTIAL JOB FUNCTIONS

Physical Requirements:
Tasks involve the ability to exert very moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which involves some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 20 pounds) and occasionally heavier weight (up to 40 pounds). Tasks may involve extended periods of time at a keyboard or workstation.

Data Conception:
Requires the ability to compare and/or judge the readily observable functional, structural or compositional characteristics (whether similar to or divergent from obvious standards) of data, people or things.

Interpersonal Communications:
Requires the ability of speaking and/or signaling people to convey or exchange information. Includes receiving direction and instruction from supervisor.

Language Ability:
Requires ability to read a variety of policies and procedures, technical manuals and diagrams, etc. Requires the ability to prepare technical reports, records, etc. with proper format, punctuation, spelling and grammar, using all parts of speech. Requires the ability to speak with and before others with poise, voice control and confidence.

Intelligence:
Requires the ability to apply principles of…