IT Support Technician

$42,599 - $62,059/Yr

City Of Denison - Denison, TX

Full-time

Denison, TX

Utilities

About the position

The IT Support Technician position at the City of Denison involves providing comprehensive technical support for all City applications, the City of Denison website, and the maintenance of City workstations and networks. This role is critical in ensuring that all technological aspects of the City’s operations run smoothly and efficiently. The technician will be responsible for tier 1 assistance on Help Desk requests, logging detailed resolutions through a ticketing system, and escalating issues to tier 2 support when necessary. The technician will also be the first point of contact for employees seeking assistance, whether over the phone or in person, and will need to provide clear and effective communication to resolve their issues. In addition to troubleshooting and resolving hardware and software problems, the IT Support Technician will assist with the installation and configuration of system hardware and software. Preventative and routine maintenance on both hardware and software will be a key responsibility, ensuring that all systems are functioning optimally. The technician will also track and maintain City assets through asset management software and assist in the configuration and deployment of City-issued mobile devices through mobile device management systems. This position requires a proactive approach to problem-solving and the ability to adapt to the dynamic needs of the City’s technological environment. The role demands a strong understanding of the City’s operating requirements, policies, and procedures, as well as local, state, and federal regulations related to department programs and operations. The technician will need to analyze complex administrative information, define problems, evaluate alternatives, and recommend effective solutions. The ability to implement department goals and objectives, as well as to interpret and implement regulations and policies, is essential for success in this position. Overall, the IT Support Technician plays a vital role in maintaining the technological backbone of the City of Denison, ensuring that all employees have the support they need to perform their duties effectively.

Responsibilities

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

Requirements

• High School diploma/G.E.D. with a minimum of two (2) years professional work experience.
• Ability to troubleshoot, research and resolve network or computer problems.
• Ability to install hardware and software on personal computers.
• 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.
• Skill in analyzing complex administrative information and issues, defining problems and evaluating alternatives and recommending methods, procedures and techniques for resolution of issues.
• Ability to research and analyze detailed information and make appropriate recommendations.
• Ability to implement department goals and objectives.
• Ability to implement, and evaluate projects and programs.
• Ability to interpret and implement regulations, policies, procedures, written instructions, general correspondence, and other department specific documents.
• Ability to recommend and monitor an operating budget, including line item budgeting.
• Knowledge of administrative policies and procedures of the City.
• Ability to establish and maintain accurate records of assigned activities and operations.
• Ability to communicate clearly, concisely and effectively in English in both written and verbal form.

Nice-to-haves

• Experience or coursework in Computer Science.