IT Support Technician, Senior

Under general supervision, the Senior IT Support Technician provides advanced technical support to City staff by troubleshooting and resolving complex hardware and software issues. This position serves as an escalation point for IT Support Technicians, leads assigned technical projects, and supports the day-to-day operation of City-wide information technology systems by responding to helpdesk tickets and managing software installations, upgrades, and configurations.

• Provides effective city-wide computer helpdesk support, including installations, upgrades, inventory management, and end-user technical assistance, with escalation and follow-up of complex issues to ensure timely resolution.
• Serves as an escalation resource for IT Support Technicians and assists with complex troubleshooting and problem resolution.
• Administers and supports assigned software applications, including configuration, upgrades, user permissions, and implementation, manages related technical projects.
• Provides support for network connectivity, print sharing, remote access, file sharing, and account administration.
• Maintains City desktops and laptops, including configuration, preventive maintenance, repairs, and hardware upgrades.
• Evaluates existing and merging technologies and provides recommendations for new or improved technology implementations.
• Provides technical training and guidance to City staff as needed.
• Assists in maintaining accurate and current inventory records of City computer hardware and software.
• Assists with software licensing compliance and version control.

Work is performed primarily indoors in a standard office environment. Duties may require climbing, crawling, bending, and lifting or moving equipment and objects weighing up to approximately 50 pounds. Some field work may be required.

• A valid state driver’s license is required
• Associate degree in Computer Science or a related field
• Three (3) years of technical support experience; or an equivalent combination of education, training, and experience.
• Knowledge of Desktop computer operations and general computer maintenance and repair techniques.
• Knowledge of current software products and their application in a municipal or business environment.
• Strong working knowledge of Windows operating systems, PC hardware, peripherals, and workstation imaging.
• Working knowledge of client/server networking concepts, including TCP/IP, DHCP, DNS, print sharing, remote access, and file sharing.
• Knowledge of commonly used applications and tools, including Microsoft Office, PC configurations utilities, and Adobe products.
• Understanding of basic cybersecurity principles and best practices.
• Must be able to troubleshoot, diagnose, and resolve complex hardware, operating system, and software issues.
• Must be able to clearly communicate technical concepts and solutions to non-technical users, both verbally and in writing.
• Skill in maintaining accurate technical documentation, system records, and inventory information.
• Ability to organize work and prioritize tasks and meet deadlines in a fast-paced support environment.