IT Support Technician

This entry-level position at the Information Technology (IT) department’s Service Desk performs extensive customer service duties for users of IT services; provides first-level technical support; enters requests and incidents into a work management system; and performs a variety of administrative support duties within the IT department. Position includes paid training and opportunities for advancement.

• Assists customers via phone and email with requests for IT services, technical issues, complaints, and other inquiries.

• Uses a work management system to track incidents and requests and escalates them to appropriate IT personnel. Monitors accuracy of incidents before closure and generates system reports.

• Uses remote support software to assist customers with computer/software issues and requests.

• Coordinates the setup/termination of IT services for new/past employees.

• Performs email administration duties in Office 365.

• Monitors IT security reports and responds to security incidents.

• Alerts IT management to trends in requests and inquiries.

• Assists in preparing reports, presentations, and other documents.

• Assists visitors of IT facility and receives deliveries.

• Provides facility support for meeting and training rooms; reports facility issues.

• Occasionally travels to other City sites to install new computer hardware or troubleshoot issues.

• Other duties to provide direct or indirect service to the citizens may be assigned.
• When unusual situations occur and/or the City Manager declares a State of Emergency, all City employees may be required to accept special assignments and perform as needed to ensure appropriate service delivery.

This position has no supervisory responsibilities.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Associate degree in information technology, computer science, or related field or 1 year experience working in a technical support position; or equivalent combination of education and experience. Must possess strong customer service and communication skills.

CompTIA A+ certification preferred.

Possession of valid driver's license issued by the Commonwealth of Virginia and acceptable driving record according to City criteria.

Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment. May also be required to complete higher levels of NIMS training as determined appropriate for the position.