Service Desk Technician I or II

Service Desk Technician I

Primary Duty :

The role involves providing first level technical support to city computer users. This includes diagnosing and resolving issues, installing software, and ensuring the smooth operation of computers and peripheral equipment within the city's technology ecosystem.

EDUCATION AND EXPERIENCE :

• Required training equivalent to an Associate's degree from an accredited university, college, or technical school with an emphasis in Computer Science, Information Systems, or related field.
• Prefer two years of experience in a computer help desk environment and / or computer repair environment.
• Prefer experience with a municipality or other government agency.
• Any combination of education, experience, and training that provides the necessary knowledge, skills, and abilities may be considered.

REQUIRED CERTIFICATES AND LICENSES :

PREFERRED CERTIFICATES AND LICENSES :

Service Desk Technician II

PRIMARY DUTY :

Provides technical support for computer users, as well as advanced-level technical support and diagnostics for escalated requests. Assists managing the service desk applications. Helps maintain and perform preventative maintenance on City computer equipment, peripherals, software and other equipment. This position works with support staff to respond to all service requests and acts as a coach and mentor. This position works with senior level staff to find ways of improving customer service through process improvement.

EDUCATION AND EXPERIENCE :

REQUIRED CERTIFICATES AND LICENSES :

PREFERRED CERTIFICATES AND LICENSES :