IT Service Desk Technician

Starting hiring salary - $59,716.89 to $63,299.90 annually

The IT Service Desk Technician provides level 1 & 2 technical support for City staff, via phone, email, in-person and IT Service Management (ITSM) systems. This position supports a wide variety of technical environments such as PC hardware, application software, operating systems and peripherals, mobile devices and has basic networking knowledge. This employee provides immediate solutions when possible and follows troubleshooting and/or escalation processes where necessary.

All issues and requests are entered into a ticketing system, and updates/feedback are provided in a timely manner.

Communication and collaboration skills, as well as a positive attitude, are of paramount importance in this position, as the employee has a high level of interaction with end-users, IT staff and vendors. This person must be able to understand issues and requests, communicate status and ask questions in an effective timely manner, and he or she must work well independently and with teams made up of employees from other divisions.

The IT Service Desk team strives to continually provide excellent customer service, showing respect and professionalism in all interactions with a constant goal to support the City of Brighton's mission and values.

Works under the direction of the IT Service Desk Manager.

This position does not supervise other employees.

• Provides Level 1 & 2 support and maintenance within the organization’s computing environment. This includes installing, configuring, diagnosing, repairing, maintaining, and upgrading all PC hardware and peripheral equipment in a Microsoft Windows-based environment to ensure optimal enterprise desktop performance.
• Supports end-users with friendly, efficient and compassionate customer service
• Maintains presence in the IT workspace to assist users requiring technical assistance via phone call, ticketing system or in person. This position provides support remotely in many instances, but will occasionally require travel within the City of Brighton to assist end-users in person
• Evaluates the importance and scope of a wide variety of issues, prioritizing for resolution or escalation
• Tracks ticketing trends, identifying systemic or repeating issues
• Works with hardware and software application vendors when appropriate
• Implements performance upgrades to computers, including the installation of CPUs, l/O and NIC cards, hard drives, RAM, memory chips, CDROMs, and so on.
• Performs user onboarding, offboarding and changes using detailed and accurate workflow processes
• Works with IT Systems staff to define and maintain appropriate access and permissions
• Performs new user orientation sessions on a weekly basis
• Performs administrative tasks in the City's physical access system
• Collaborates closely with IT Operations Manager and other IT staff to ensure efficient operation of the enterprise computing environment .Responds to incoming calls, e-mails, and work orders in a timely manner.
• Maintains detailed documentation (tickets, knowledge bases)
• Participates in all facets of IT asset management, including annual computer refresh program, maintenance of asset database, decommission program, etc.
• Deploys desktop systems, networked printers and other peripherals
• Trains end-users and IT peers as needed in both classroom and individual scenarios.
• Performs administrative tasks within Windows, software applications and other communication devices
• Maintains confidentiality of information consistent with applicable federal, state, and city rules and regulations.
• Participates in rotating on-call responsibilities (24/7 phone support, City Council meeting support).
• Performs other duties as assigned

Knowledge of:

• Advanced hardware and software technology, including Windows operating system
• Enterprise Microsoft applications suite (M365)
• Communication devices (iOS and Android mobile devices, VoiP desk phones and their corresponding applications, MiFi devices)
• Microsoft Active Directory, VOIP, TCP/IP, DHCP, DNS, SMTP, FTP, HTTP
• Advanced PC internal components
• Basic networking concepts
• Basic audio/visual components and concepts

Ability to:

• Learn, configure and troubleshoot new technologies and applications
• Work on multiple tasks, prioritize assignments and meet goals in a highly fluid environment
• Work on a wide variety of assignments that vary from routine to irregular in nature.
• Provide…