DESKTOP TECHNICIAN

• Under general supervision, is responsible for supporting city computers and end users as it relates to desktop hardware, software (including but not limited to current Microsoft Windows OS and Office products) and peripherals;
• performs maintenance; installs, configures, deploys, monitors, supports, and maintains desktop hardware, software, and related devices;
• responsible for problem-solving, analyzing requirements, upgrading and / or installing hardware and software solutions as deemed necessary;
• recommending standard computer equipment to management as deemed necessary; works with end users, vendors, and fellow team members;

and performs related duties as assigned.The list of essential functions is not exhaustive and may be supplemented as necessary.

Other duties may be assigned. Regular and predictable attendance and punctuality are essential functions of this position.

Desktop Support : Receives, responds, and logs all incoming support requests (incoming calls, messages, email, text or any other communication method of issues) into work order system to assure standards of operation and documentation are completed;

coordinates with senior technical specialists to schedule work orders as directed.

• End-user Support : Assists in providing technical assistance end user support for incoming requests received through the IT Desktop (troubleshoots, analyzes, identifies corrective actions, testing to assure validity and proper working order) under guidance of senior technical specialists;
• provides assistance in relocation or move requests as approved by management; provides assistance on hardware, software, equipment (installations, configurations, testing, maintenance, upgrades, and related components or peripherals);
• provides assistance on basic communications as it relates to initial network connections; assists with support for audio-visual, conferencing systems and other various peripherals as directed;

communicates to end users and informs of incident progress and / or any impending changes.

• Administrative Duties : Assists senior positions with maintenance of inventory of desktop computer hardware and software;
• upon receipt of new equipment creates and documents inventory records, tags items with ID numbers, and records in work order inventory system at the direction of senior position, prior to deployment;
• maintains excess inventory of desktop hardware supplies needed for replacements to assure user desktops remain operational;
• assists senior position in auction inventory provisioning, placing items in excess or in auction status; collaborates with senior position for guidance to ensure efficient operation of desktop computing environment;

develops and maintains documentation logs, including all up-to-date information pertaining to end users, specific sites, prior steps on troubleshooting problems, including time on resolutions.

• System / Network Support : Upgrades outdated hardware, software as directed by senior position; performs procedures required for efficient system operations of desktop computer equipment;
• participates in installation of end user assigned network enterprise access software as directed by senior position; acts as first-tier support, providing information to senior position so as to communicate to administrators (System / Network) on unresolved issues, updating work orders with details on tasks prior to escalating to senior technician and / or second-tier support;

logs calls, evaluates, re-directs or delivers to next level of support. Associate's degree from an accredited college or university in Computer Science, Information Technology, or a related field AND two years related experience.

OR Four years directly related experience.

A minimum of CompTIA A+ or any other related technology certification is preferred.

If no certification available, the technician will be expected to complete a minimum of a CompTIA A+.

A Class D driver's license and good driving record are required and must be maintained throughout employment.The complexity, guidelines, supervisory controls, and supervision responsibilities described below are representative of this position.

SUPERVISORY CONTROLS : The supervisor sets the overall objectives and resources available. The employee and supervisor, in consultation, develop the deadlines, projects, and work to be done.

The employee is responsible for planning and carrying out the assignment; resolving most of the conflicts which arise; coordinating the work with others as necessary;

and interpreting policy on own initiative in terms of established objectives. The employee may also determine the approach to be taken and the methodology to be used.

The employee keeps the supervisor informed of progress, potentially controversial matters, or far-reaching implications.

Completed work is reviewed only from an overall standpoint in terms of feasibility, compatibility with other work, or effectiveness in meeting requirements or expected results.

SUPERVISORY RESPONSIBILITY :

None

• COMPLEXITY : The work typically included varied duties requiring many different and unrelated processes and methods such as those relating to well-established aspects of an administrative or professional field;
• decisions regarding what needs to be done include the assessment of unusual circumstances, variations in approach, and incomplete or conflicting data;

the work requires making many decisions concerning such things as the interpreting of considerable data, planning of the work, or refining the methods and techniques to be sued.

GUIDELINES : Guidelines are available, but are not completely applicable to the work or have gaps in specificity; the employee uses judgment in interpreting and adapting guidelines;

the employee analyzes results and recommends changes. The employee sometimes makes decisions that affect persons or situation beyond the scope of his / her own tasks, such as assisting customers or problem solving for customers.