IT Technician

Job Description

SPECIFIC DUTIES AND RESPONSIBILITIES

Under general supervision, the IT Technician’s role is to ensure proper computer operations so that end-users can accomplish business tasks. The employee will also troubleshoot problem areas (in person, by telephone, by help desk ticket, or via email) in a timely and accurate fashion and provide end user assistance where required. Reports to Manager of IT/OT Services.

ESSENTIAL JOB FUNCTIONS

Fields incoming Information Technology help requests from City employees via telephone, help desk ticket, and e-mail in a prompt and courteous manner.

Provides IT Help Desk support on various applications and hardware including Microsoft Office, MS Windows, internet, intranet, email, email filtering, budget application, printers, desktop computers, notebook computers, tablet computers, and proprietary applications.

Coordinates with Manager of IT/OT Services to escalate tickets when necessary; monitors tickets to be sure they are documented properly, closed on completion, and prevent (where it is possible) tickets from becoming stale.

Installs, configures, tests, maintains, monitors, and troubleshoots end-user workstations and related hardware and software to deliver required desktop service levels.

Assists in project rescheduling when emergency projects interrupt the schedule.

Coordinates with the Manager of IT/OT Services on additions/deletions or changes to network system users.

Accurately documents instances of desktop equipment or component failure, repair, installation, and removal.

Assists in the monitoring and security of the security systems and camera systems; recommends schedule for updates.

Maintains an up-to-date inventory of IT Devices (i.e., computers, servers, laptops, mobile devices, IOT devices, network switches, printers, and other IT hardware listings).

Performs on-site analysis, diagnosis, and resolution of complex desktop problems for end-users, and recommends and implements corrective solutions, including off-site repairs, as needed.

Assists in the expansion and continued maintenance of the City’s enterprise fiber network connecting the facilities.

Assists in hardware and software orders; files receipts, packing slips, etc. for equipment orders. Works with third-party software/system support and PC equipment vendors.

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Prepares, reviews and receives records and documents such as help desk tickets, emails, spreadsheets, reports, receipts, packing slips, bid packages, various software and hardware monitors, etc.

Refers to web pages, various procedure manuals, computer manuals, policy manuals, etc.

Interacts with City computer users, City staff, contractors, the Manager of IT/OT Services, City Council, etc. Utilizes software programs such as internet browser, Word, Excel, Outlook, etc.

Performs other duties as assigned.

DESIRED JOB FUNCTIONS

Competence with SharePoint, OneDrive, Microsoft Teams, Electronic Document Management, etc.

OT/SCADA experience

MINIMUM TRAINING AND EXPERIENCE

Requires a technical school diploma in information technology with one year of responsible experience in the information technology field or an equivalent combination of education, training and experience that provides the required knowledge, skills and abilities. Must have a valid SC driver’s license.

Non-Exempt Hourly Pay Rate $21.89 - $26.13/hour

Monday - Friday 8:30am - 5pm

Full-time