Information Systems Technician

Under general supervision, performs technical support offering guidance and assistance to end-users; manages the help desk ticketing system and resolves a wide range of technical issues; assists with the City's media production and telecommunication services; conducts maintenance and repairs for various computer systems; monitors city-wide application systems and network infrastructure; assists with special projects; and performs related duties as assigned.

The ideal candidate will be a skilled and customer-focused IT professional with a strong foundation in computer systems, networks, and technical support. Must demonstrate a proven ability to manage and resolve a wide range of help desk requests while providing exceptional service to City staff.

The successful candidate will possess the following qualities and competencies:

• Technical Expertise
  • Proficient in diagnosing, troubleshooting, and resolving hardware, software, and network issues
  • Knowledge of system administration, application support, and network infrastructure monitoring
  • Familiarity with telecommunication systems and media production technologies
• Problem-Solving and Initiative
  • Exercises sound judgment and resourcefulness in addressing technical challenges
  • Works independently with minimal supervision, quickly adapting to new or unusual situations
  • Demonstrates initiative in maintaining system performance and contributing to special projects
• Customer Service Orientation
  • Provides responsive and professional support to end-users, ensuring timely resolution of technical issues
  • Communicates technical information clearly to both technical and non-technical audiences
  • Builds effective working relationships across departments
• Teamwork and Collaboration
  • Works collaboratively within the Information Systems division while maintaining accountability for assigned tasks
  • Demonstrates flexibility and willingness to assist on diverse projects
• Professionalism
  • Fully understands and adheres to departmental policies and procedures
  • Maintains confidentiality, integrity, and a high standard of service in all responsibilities

This role is well-suited for a motivated professional who enjoys problem-solving, supporting city operations through reliable technology services, and contributing to innovative projects that enhance organizational efficiency. This is an excellent opportunity for an IT professional who enjoys supporting end users, working with diverse technologies, and contributing to innovative projects that enhance City services.

• Responds promptly to incoming help desk requests from end users via phone, email, or ticketing system; effectively troubleshoots hardware, software, and network-related issues to minimize downtime.
• Resets passwords and manages account access, ensuring adherence to security protocols.
• Installs, configures, and upgrades desktop computers, servers, and associated hardware and software across diverse platforms; performs testing on specialized applications and security devices.
• Processes service-related information in the automated work management system; maintains accurate records and files; documents progress and procedures performed; generates periodic systems reports.
• Sets up and relocates workstations, kiosks, and computer-related equipment; installs and troubleshoots voice connections, cabling, and instruments; certifies each installed connection.
• Performs basic hardware maintenance and repairs, including component replacements and peripheral installations.
• Provides remote technical support to off-site staff members, addressing network connectivity and software access issues.
• Identifies and escalates faults, performance issues, and security concerns in application systems and network infrastructure to the appropriate…