Service Desk Technician I/II/III

Department:

Information Technology

FLSA Status:

Nonexempt

Hiring Salary:

$24.99 - $29.98

Welcome, ‘ist das Leben schön!’ (Life is good!) At the City of New Braunfels, we seek out people ready to serve the community, plan for the future, and preserve our well-renowned natural beauty. Our five Core Values serve as a cornerstone of our work: Integrity, Service, Visionary Leadership, Stewardship of Resources, and Cultural Heritage. Do our values speak to you? 

What we’re looking for: Under the general direction of the IT leadership team, this position supports City team members by providing technical assistance, maintaining computer hardware and software, delivering customer service at the highest level, and ensuring effective operation of the City’s technology environment. Responsibilities include installation, troubleshooting, repair, system configuration, mentoring, problem resolution, and contributing to process improvements across the IT Service & Support function.

Benefits & Total Rewards:

Our City team members are our most valuable asset! We offer Total Rewards when you join our team.

• Competitive medical, dental and vision insurance
• 2:1 match on retirement contribution
• Paid volunteer time off – 16 hours per year
• Vacation accrual starts at date of hire – up to 120 hours annually your first year
• Get paid to stay – longevity pay on top of your regular pay after one full year
• Tuition reimbursement program
• Bilingual pay offered
• Keep learning – professional and personal development training available

The responsibilities you’ll be trusted with:

The following duties ARE NOT intended to serve as a comprehensive list of all duties performed by all team members in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
 
Service Desk Technician I:

The Service Desk Technician I will assist the Service Desk team with the support, maintenance and deployment of the City’s computer equipment and peripherals.  Installs hardware, software, peripherals and provides technical assistance and computer support to other departments.  Assists in staff training for the various software applications used within the City.

• Oversee daily performance of computer systems
• Answer user inquiries on software and hardware issues
• Set up equipment for new and existing users
• Install and perform minor repairs to hardware, software, and peripherals
• Field and track incoming service desk requests via phone and email
• Prioritize and schedule problem resolution.  Escalate problem (when required) to appropriate technician.
• Access knowledge bases and software updates for troubleshooting
• Perform hands-on fixes including hardware installation, software upgrades, and configuration
• Test solutions to verify problem resolution
• Preserve confidentiality of sensitive information
• Perform other duties as assigned or required

Service Desk Technician II:

In addition to the responsibilities of a Service Desk Technician I:

The Service Desk Technician II maintains and performs preventative maintenance for the City’s computer equipment and peripherals.  Installs hardware, software, peripherals and provides technical assistance and computer support to other departments.  Assists in staff training for the various software applications used within the City. This role plays a mentoring role for entry-level team members.

• Maintain and update systems with limited supervision
• Assist with development of computer images
• Make minor adjustments to the ticketing system
• Conduct diagnostics and provide technical assistance
• Create and maintain simple applications using internal development tools
• Mentor and assist Technician I personnel
• Produce reports, or system‑related documentation as needed
• Maintain a positive customer service experience
• Perform other duties as assigned or required

Service Desk Technician III:

In addition to the responsibilities of a Service Desk Technician II:

The Service Desk Technician III is a senior-level, non-supervisory technical support lead responsible for ensuring the reliable daily operation of the organization’s computer systems, software, and hardware. This role provides advanced troubleshooting, incident resolution, and technical guidance to end users while monitoring system performance and identifying emerging issues or trends. The Service Desk Technician III leads complex problem-solving efforts, develops and maintains system images, manages the service ticketing platform, and creates applications and tools that enhance departmental efficiency.

• Develop and maintain all computer images

• Perform advanced configuration and reporting within the ticketing system
• Utilize diagnostic tools for complex technical issues
• Create complex applications and maintain development workflows
• Refer major software or hardware issues to vendors
• Develop training materials and train team members
• Mentor Technicians I and II
• Collaborate with leadership to define requirements for new systems
• Prepare evaluations and recommend improvements for hardware or software
• Develop help sheets and FAQs
• Provide advanced troubleshooting and problem analysis
• Perform other duties as assigned or required

Your areas of knowledge and expertise that matter most for this role:

Education and Experience:

Service Desk Technician I: High School Diploma or GED required; AND up to one (1) year of IT experience, including internships and/or academic projects.
Service Desk Technician II: High School Diploma or GED required; Associate or Bachelor degree in Computer Science, Management Information Systems, or related field preferred; AND at least two (2) to three (3) years experience in IT service desk or related experience, including application and software troubleshooting.

Service Desk Technician III: High School Diploma or GED required; Associate or Bachelor degree in Computer Science, Management Information Systems, or related field preferred; AND at least three (3) to five (5) years of progressive IT experience with demonstrated skills in advanced troubleshooting techniques and processes.

Must be able to pass an FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards.

Required Licenses or Certifications:
 

• Must possess, or be able to obtain at time of hire, a current valid Texas driver’s license.

Required Knowledge of:

• Knowledge of Microsoft Windows operating systems, including installation, configuration, updates, and troubleshooting.
• Understanding of desktop and laptop components, printers, monitors, mobile devices, networked peripherals, and diagnostic techniques used to identify hardware faults.
• Familiarity with standard business office software including Microsoft Office Suite, email systems, collaboration tools, and line‑of‑business applications used throughout the City.
• Understanding methods used to identify, isolate, and resolve technical issues across hardware, software, and network layers. Higher-level roles must understand advanced diagnostic approaches.
• Knowledge of incident management systems, workflow queues, escalation procedures, and documentation standards. Technician III requires in-depth knowledge including reporting and configuration.
• Understanding basic network concepts such as IP addressing, DNS, DHCP, Wi-Fi, wired connections, and authentication principles, with the ability to analyze complex issues at higher levels.
• Awareness of security-sensitive protocols, password handling, confidentiality requirements, and CJIS/security policy requirements necessary for handling sensitive data.
• Understanding of City organizational structure, department operations, policies, procedures, and communication protocols.
• Knowledge of best practices for supporting users, communicating clearly, maintaining professionalism under pressure, and delivering positive service outcomes.
• Ability to read, produce, maintain, and improve technical documentation, support articles, and reports. Advanced competency expected at Technician III.

Required Competency and Skill in:

Service Desk Technician I:

• Ability to perform basic troubleshooting of hardware and software issues.
• Skill in following written and verbal instructions accurately.
• Ability to communicate clearly with end users and seek guidance when appropriate.
• Competency in installing software, peripherals, and basic system configurations.
• Strong attention to detail when documenting tickets and resolutions.
• Ability to use initiative while staying within established guidelines.
• Ability to manage multiple basic tasks and maintain productivity.
• Ability to build positive working relationships with team members and end users.

Service Desk Technician II:

• Demonstrated ability to analyze and resolve moderately complex technical issues.
• Skill in reading/interpreting technical journals, manuals, and documentation.
• Ability to mentor and support Technician I staff, offering guidance and demonstrating best practices.
• Ability to maintain, update, and troubleshoot software and systems with minimal supervision.
• Skill in creating simple applications/forms using the internal development platform.
• Ability to support multiple project assignments and maintain quality outputs.
• Strong customer service skills and professional communication across departments.
• Ability to participate effectively in team environments and collaborate on cross‑department efforts
• Ability to multi-task, prioritize and meet deadlines; can perform work with concentration and focus.

Service Desk Technician III:

• Strong ability to analyze and resolve complex technical challenges across hardware, software, and networking.
• Skill in independently managing enterprise images, systems, and complex configurations.
• Ability to prepare written reports, documentation, evaluations, and procedural manuals.
• Ability to effectively present information to managers, staff, and vendors.
• Competency in designing and maintaining moderately complex applications and workflows.
• Skill in training and mentoring both Technician I and II roles, serving as a technical resource.
• Ability to work independently with minimal supervision, using sound judgment to make decisions.
• Knowledge of project management methods and ability to coordinate tasks across multiple teams.
• Ability to evaluate alternatives, recommend improvements, and implement approved solutions.

Physical Demands / Work Environment: 

• Work is primarily performed in a standard office environment and involves sitting, standing, walking, and bending for extended periods of time.  Must be able to safely lift and carry materials and objects up to forty (40) pounds; occasional work may be required in equipment access spaces such as attics, basements, crawl spaces, subfloors, and other similar, adverse conditions and environments.
• May be required to work flexible schedule and/or extended hours.
• May be required to work immediately before, during or after an emergency or disaster.
• NOTE: This position is designated safety and/or security sensitive.

The City of New Braunfels is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, military status, order of protection status, or any other legally recognized protected basis under federal, state, or local law.