City of Garland, TX

  • PC Technician II - IT

    Location US-TX-Garland
    Posted Date 1 week ago(1/11/2019 12:28 PM)
    Job ID
    2019-5672
    # of Openings Remaining
    1
    Department
    Information Technology
    Job Family
    Information Systems Support
    Min
    USD $22.64/Hr.
    Mid
    USD $28.35/Hr.
    Type
    Regular Full-Time
    Job Code Category
    IT-Support/Administration
  • Position Summary

    Responsible for providing technical diagnosis and evaluation to determine the appropriate course of action, and provide complete follow-through to successful resolution for the employees of the City of Garland. This role will also provide technical assistance on projects where Support Services is needed. Also, responsible for managing projects and multiple priorities, including Support Services tickets, daily tasks and projects, while working closely and training staff members.

    Essential Job Functions

    1. Research and analyze customer incidents to diagnose and resolve system issues. Resolve more complex issues requiring detailed systems and applications knowledge.
    2. Ensure full customer satisfaction through communication, both verbal and written, throughout the entire incident lifecycle.
    3. Train and on-board new Service Desk Technician I team members.
    4. Provide technical assistance where needed in a project capacity.
    5. Communicate highly technical information to both technical and non-technical personnel.
    6. Evaluate, create, and implement procedures and technical solutions to aid in incident-solving and deployments.
    7. Monitor incident within the Incident Management System and follow-up to ensure satisfactory and timely resolution of incident.
    8. Answer the Support Services phone when appropriate and utilize Incident Management System to assist in the evaluation of a call.
    9. Reset customer passwords when needed, remap network drives, and install software and hardware.
    10. Handle new customer set-up such as setting up the new hardware/software and verifying functionality/access.
    11. Update and maintain inventory configurations as appropriate in Asset Management System.
    12. Coordinate with network services, application support, and other applicable groups when needed
    13. Available to work after hours and weekends as required, including on-call rotation.

    Preferred Knowledge - Abilities & Skills

    Education/ Experience:     

    • Any college courses in Computer Technology, Computer Science, or related field of study
    • 4-6 years experience in Desktop PC hardware and software field support and configuration

     

    Knowledge, Skills & Abilities:

    • Extensive knowledge of Microsoft operating systems and desktop software such as Microsoft Office suite
    • Proficient install, configure, and troubleshooting skills with desktop hardware and software
    • Proficient skills to work with customers to resolve issues
    • Excellent communication skills both verbally and in writing
    • Ability to work with diplomacy and positive attitude
    • Ability to work effectively with all levels of the City
    • Ability to convey a correct sense of urgency based on customer or business impact
    • Ability to multi-task – prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction

    Licenses & Certifications

     Valid Class C Driver’s License
     A + Certification
     HDI Desktop Support Technician Certification

    Physical Tasks & Working Conditions

    The incumbent works in a typical office environment; relatively free from unpleasant environmental conditions or hazards. The position requires that the incumbent be able to lift 35 pounds, work in close/cramped areas, work in dusty conditions, work in low-light conditions and be able to sit, stand, kneel, crouch and bend for brief periods of time.

    Competencies

    Models Organizational Values
    Customer Service
    Interpersonal Skills
    Communication
    Problem Solving
    Dependability
    Adaptability/ Flexibility
    Productivity
    Quality
    Technical Skills
    Work Environment Safety
    Teamwork
    Managing Conflict
    Negotiation Skills

    Minimum Education & Work Experience

     High School Diploma or General Equivalency Diploma (GED)
     4 years related experience
     A + Certification
     HDI Desktop Support Technician Certification
    Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job.

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