I.T. Technician

Under general supervision, the IT Technician identifies, troubleshoots, and resolves problems encountered by City computer users, or the City’s various Information Technology systems.  Installs, maintains, and repairs PCs, related peripherals, network equipment, and data cabling.

The selected candidate's offer of employment will be contingent upon passing several pre-employment screenings. This includes the required submission of a TCOLE (Texas Commision of Law Enforcement) Civilian Employee Personal History Statement and pass a national fingerprint-based background check.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Provide excellent customer service by responding to the needs and inquiries of users, solve problems, explain issues, and follow up with users to ensure the functionality of the users’ systems.
• Analyze computer and network related problems reported by end-users, diagnose the most effective resolution, and implement the solution.
• Answer group help-desk phone line and email inbox and assist users remotely or in person when needed.
• Maintain detailed and up-to-date ticket notes in I.T. ticketing system.
• Install, repair, move, change, or remove computer equipment such as PCs, monitors, printers, scanners, cables, wires, phone instruments, and other peripherals.
• Assist with troubleshooting of surveillance cameras, wireless access points, and other network equipment.
• Create, update, test, deploy, and manage PC operating system images.
• Install and troubleshoot software on PCs.
• Coordinate with hardware manufacturers’ support to resolve PC hardware issues.
• Install and maintain desktop UPSs, and configure UPS monitoring software on desktops.
• Install network cables and terminate jacks.
• Update asset management database with records of PCs and the computer replacement schedule.
• Unlocks user accounts and resets passwords in Active Directory.
• Monitor enterprise-wide antivirus solution and responds to malware alerts.
• Assist the IT department staff as needed and performs other duties as assigned by I.T. Manager.

Supervisory Responsibilities

This is a non-supervisory position.

Qualifications 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily with a good attitude. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

High school diploma and at least three years of experience as an IT Technician; or any equivalent combination of education, certifications and experience that provides the required knowledge, skills, and abilities.

Knowledge Of

Methods, practices, and equipment used in information technology; Microsoft windows desktop operating systems and applications, Microsoft Office Suite, desktop and laptop computer hardware, TCP/IP, DNS, DHCP, Incode, Laserfiche, methods, practices, and equipment used to install and troubleshoot PCs and related software; maintenance and repair; and standard office practices and procedures.

Skill/Ability To

Ability to think critically and solve problems related to information technology systems; analyze and evaluate data; operate equipment used in installation and repair of PCs; troubleshoot PC problems quickly; operate Microsoft Office software including Outlook, Word, Excel, Access, OneNote and PowerPoint; prepare concise and accurate reports; perform basic and complex mathematical calculations; read and interpret manuals, policies and procedures; communicate effectively, both orally and in writing; type and enter data efficiently, and establish and maintain effective working relationships with co-workers.

Certificates, Licenses, Registrations

Valid Texas driver’s license.   Certification in A+ and Network+ and MCITP is preferred.

Physical Demands 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, use hands to operate office equipment, including telephone and computer keyboard, reach with hands and arms, and talk and hear.  The employee frequently is required to stand and walk; and the employee may be required to lift and/or move objects weighing up to 50 pounds, such as equipment and supplies/materials. The employee may be required to crouch, kneel, crawl, push, or pull wiring, and/or equipment.  The employee may be required to use a ladder to access work areas.  Specific vision abilities required by this job include close vision and the ability to adjust focus.

Work Environment

The work environment characteristics described here 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.