IT Support Technician

Provides technical support of all City applications, City of Denison website, and support of City workstations and networks.  The following duties are typical for this position. These are not to be construed as exclusive or all-inclusive. To perform this job successfully, an individual must be able to demonstrate competence and satisfactory performance of these duties. Other duties may be required and assigned.

1. Provides tier 1 assistance on Help Desk requests for end-user support and logs detailed resolutions through the ticketing system, escalates to tier 2 when necessary.
2. Responsible for answering questions from employees either over the phone or in person.
3. Assists with installation, configuration of system hardware and software.
4. Troubleshoots both hardware and software problems by using standardized methods or by contacting vendors or repair services.
5. Performs preventative and routine maintenance on hardware and software.
6. Tracks and maintains City assets through asset management software.
7. Assists in configuration and deployment of City issued mobile devices through mobile device management.
8. Performs other related duties as assigned.

 
KNOWLEDGE SKILLS AND ABILITIES 

1. Ability to troubleshoot, research and resolve network or computer problems.
2. Ability to install hardware and software on personal computers
3. Knowledge of the City’s and Department’s operating requirements, policies, procedures, and practices; and local, state, and federal regulations related to department programs and operations.
4. Skill in analyzing complex administrative information and issues, defining problems and evaluating alternatives and recommending methods, procedures and techniques for resolution of issues.
5. Ability to research and analyze detailed information and make appropriate recommendations.
6. Ability to implement department goals and objectives.
7. Ability to implement, and evaluate projects and programs.
8. Ability to interpret and implement regulations, policies, procedures, written instructions, general correspondence, and other department specific documents.
9. Ability to recommend and monitor an operating budget, including line item budgeting.
10. Knowledge of administrative policies and procedures of the City.
11. Ability to establish and maintain accurate records of assigned activities and operations.
12. Ability to interpret and implement local policies and procedures; written instructions, general correspondence; Federal, State, and local regulations.
13. Skill in organizational and time management to prioritize duties to accomplish a high volume of work product while adapting to constant changes in priority.
14. Ability to perform detailed work accurately and independently in compliance with stringent time limits with minimal direction and supervision.
15. Ability to think quickly, maintain self-control, and adapt to stressful situations.
16. Knowledge of current office practices and procedures and knowledge of the operation of standard office equipment and software.
17. Knowledge of computer software including word processing, spreadsheet and database applications consistent for this position.
18. Ability to perform mathematical calculations required of this position.
19. Ability to communicate clearly, concisely and effectively in English in both written and verbal form.
20. Skill in researching and understanding complex written materials.
21. Ability to prepare and maintain accurate and concise records and reports.
22. Ability to apply sound judgment and discretion in performing duties, resolving problems and interpreting policies and regulations.
23. Ability to communicate detailed and often sensitive information effectively and concisely, both orally and in writing.
24. Ability to handle sensitive interpersonal situations calmly and tactfully.
25. Ability to maintain professionalism at all times.
26. Ability to maintain effective working relationships with individuals within and outside the organization.
27. Ability to maintain confidentiality and discretion regarding business-related files, reports and conversations, within the provision of Freedom of Information Act and other applicable State and Federal statutes and regulations.
28. Ability to work the allocated hours of the position and respond after hours as needed.

Nothing in this job description limits management’s right to assign or reassign duties and responsibilities to this job at any time.   The duties listed above are intended only as illustrations of the various types of work that may be performed.   The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.  The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.MINIMUM REQUIRED QUALIFICATIONS

• High School diploma/G.E.D. with a minimum of two (2) years professional work experience.
• Must have a valid, state-issued driver's license with a driving record sufficient for coverage by City's auto liability carrier.
• Must pass a CJIS level background check.

 
PREFERRED QUALIFICATIONS

• Experience or coursework in Computer Science. 

The physical and work environment characteristics described in this description are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions or as otherwise required by law.  Employees needing reasonable accommodation should discuss the request with the employee’s supervisor or Employee Services.  
 

• This work requires the occasional exertion of up to 50 pounds of force; work regularly requires sitting, frequently requires standing, speaking or hearing, using hands to finger, handle or feel and repetitive motions and occasionally requires walking, stooping, kneeling, crouching or crawling and reaching with hands and arms.
• Work has standard vision requirements.
• Vocal communication is required for expressing or exchanging ideas by means of the spoken word.
• Hearing is required to perceive information at normal spoken word levels.
• Work requires preparing and analyzing written or computer data and observing general surroundings and activities.
• Work is generally in a moderately noisy office setting.