Work Station Support Technician I

Full-Time Benefits: Health, vision, dental, and life insurance; annual and sick leave; paid holidays; pension and tax-deferred compensation (457) plans; and more.

An employee in this class is responsible for receiving, deploying and setup of personal computers (PCs) and printers. Additionally, the employee provides basic workstation assistance to user departments. Work is of more than average difficulty and requires the employee have basic knowledge of PC and printer hardware and software. Considerable tact and courtesy are expected, as the assigned work requires the ability to communicate with users as a knowledgeable troubleshooter for network devices. Under general supervision, the employee installs data processing equipment such as personal computers, printers, network interface cards (NIC), and other peripheral equipment. Reasonable initiative and independent judgment is required in troubleshooting problems and recommending and implementing corrections. The employee may be required to work unusual hours when necessary. Work is reviewed through conferences and results achieved.

Service Desk Support:  Provide Service Desk support received via telephone calls, callbacks, email, through service desk software; provides support on technical services in accordance with current standards; coordinates and supports technical support processes among City sites to ensure timely distribution of knowledge and positive impact on user satisfaction and productivity;performs a Service Desk Analyst role as requested; obtains sufficient information from the customer to log the call, resolves the problem; closes or escalates incidents to 2nd and 3rd level staff or re-opens as service ticket to a successful resolution.

Moves, adds and changes (MACS): receives, inventories, delivers, and installs PCs and related computer equipment to departments after basic network connectivity has been established; provides support for various software products which may include terminal emulation, MS-Office products, Email, network operating system client software, and Windows 9.x operating systems; replaces PC and printer hardware components.

Desktop Support: assists users in utilizing city standard desktop software, hardware and peripheral devices; arranges for/or provides training to users.

Inventory and Asset Management: updates inventory and asset management systems to reflect new equipment acquisition and old equipment disposal; performs the annual T&I inventory.

Network Support: performs aesthetic duties in local and remote equipment areas; keeps cables and equipment neat and in an orderly environment. Performs related work as required.

Some knowledge of: personal computers and personal computer fundamentals; computer peripherals such as printers and network interface cards; Windows and other desktop software.

Ability to: properly connect personal computers and related equipment; physically lift and move personal computers and other related equipment as necessary; trouble shoot problems with PC and printer hardware. 

Graduation from an accredited college with an associate’s degree in computer electronics, or comparable vocational training, and one (1) year of experience in computer or related operations; or an equivalent combination of training and experience.

Possession of a valid drivers license may be required.

Evaluation of education and experience. Drug testing is included in all pre-employment processing.

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