Service Center Support Technician

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Position Description

DEPARTMENT: Technology Solutions

REPORTS TO: Technology Solutions Manager

CLASSIFICATION STATUS: Full Time, Non-Exempt

SALARY: Anticipated Starting Rate $18.23 – $20.05 D.O.E.

 

 

MAJOR FUNCTION: 

The Service Center Support Technician Role is responsible for providing technical assistance and support to city employees.  The Service Center Support Technician under general supervision will troubleshoot hardware and software issues, network connectivity problems and provide guidance on the use of city IT resources. The ideal candidate should be a problem solver with strong communication skills and a customer-focused mindset

ESSENTIAL FUNCTIONS:

 The list of essential functions, as outlined herein, is intended to be representative of the major tasks per- formed within this classification. It is not necessarily descriptive of any one position in the class. The omission of an essential function does not preclude management from assigning duties not listed herein if such duties are a logical assignment to the position. Specific tasks on a day-to-day basis will reflect the overall areas of expertise for this position.

  • The first responder for service desk calls who provides user computer support and evaluates the nature of the request then logs
  • Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps.
  • Run diagnostics to resolve customer reported issues.
  • Responding to queries on the phone, via email, in person, or through remote access.
  • Escalate issues to the next Tier with next level of difficulty.
  • Install, make changes, and repair computer hardware and software.
  • Follow-up with customers to ensure issues are resolved.
  • Provides technical support to users by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance.
  • Offering technical assistance with the delivery, configuration, set up, maintenance, and troubleshooting of computer systems, hardware, and software.
  • Improves system performance by identifying problems and recommending changes.
  • Respond to customer issues via phone, email, and computer chat.
  • Performs initial troubleshooting on desktops, laptops, printers, copiers, phones and additional items under the support of Technology Solutions. Documents resolutions.
  • Basic Troubleshooting with TCP/IP troubleshooting, LAN\WAN
  • Assists with the development of computer training for
  • Updates office documentation and user manuals as
  • Assists with maintenance of Technology Solutions equipment
  • Attend City meetings to run the audio-visual equipment, as
  • Assists in the deployment of new computer hardware such as desktops, laptops, printers, and additional items as needed.
  • Performs other duties as assigned.

MINIMUM QUALIFICATIONS:

Knowledge, Skills, and Abilities: 

  • Experience supporting user level operating systems up to Windows 11.
  • Ability to support software applications including MS Office Suite, Adobe, Email, Google Chrome and Microsoft Edge and other internal applications.
  • Experience with Microsoft O365
  • Experience with Active Directory.
  • Experience with repair, troubleshooting and performing preventative maintenance for PC’s, laptops, printers, and scanners.
  • Basic experience with TCP/IP troubleshooting, VPN, and remote access.
  • Ability to follow established standards and make suggestions for
  • Superior communication, interpersonal skills, and ability to effectively produce user documentation.
  • Desire to learn and expand existing technology
  • Ability to adapt to new technology as
  • Ability to work independently or under limited supervision from time to
  • Ability to be on call and work a flex hour
  • Ability to accurately perform detailed tasks and adjust and adapt to changing work processes.
  • Manage Help Desk tickets in a timely manner.

TRAINING, CERTIFICATIONS, AND EXPERIENCE: 

Graduation from high school or GED equivalent and a minimum of one year entry level experience in the field of Information Technology. A+, Net + Certifications, Computer hardware and strong MS office knowledge preferred.

SPECIAL REQUIREMENTS: 

  • Must possess a valid Florida driver’s
  • Must maintain a valid personal telephone
  • May be required to work overtime, or alternate hours, as necessary for the efficient operation of the department.
  • The ability to operate a motor vehicle to conduct site visits, pick up or deliver computer components, or perform other work ac
  • This position is to be considered “essential personnel” and is required to report to duty for emergency situations such as floods, hurricanes, tornadoes, sinkholes, water/sewer breaks and other crises to provide for public safety.
  • Every New Port Richey employee is required to fill out a Disaster Response Survey and is subject to being required to report to work during a declared disaster.
  • This position is part of an oncall rotation and is required to carry a city issued cell phone.

PHYSICAL DEMANDS: 

Physical Ability: 

Tasks require the ability to exert moderate physical effort in light work, typically involving some combination of stooping, kneeling, crouching and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (12-25 pounds).

Sensory Requirements: 

The job requires normal visual acuity and field of vision, hearing, speaking, the ability to perceive and discriminate colors or shades of colors, sense of smell, depth perception and texture perception. Some tasks require the ability to perceive and discriminate sounds, visual cues or signals. Employees must also have the ability to print and draw letters, numbers, words, characters and symbols which are legible and understood by others.

Environmental Factors: 

Performance of essential functions may require exposure to adverse environmental conditions, such as dust, odors, machinery, electric currents, bright/dim light, or traffic hazards. The noise level in the work environment is usually moderate.

WORK ENVIRONMENT: 

Ability to deal with routine deadlines, occupational problems, and frustrated users. Tact and respect are always required when dealing with users, fellow employees, department heads, constitutional officers, the public and all other persons or entities.

APPLICATIONS CAN BE EMAILED TO CLIVERD@CITYOFNEWPORTRICHEY.ORG, FAXED TO 727-853-1043 OR SENT/DROPPED OFF TO 5919 MAIN ST, NEW PORT RICHEY, FL 34652.  EOE/DFWP

The City of New Port Richey is an Equal Opportunity Employer. In compliance with Equal Employment Opportunity guidelines and the Americans with Disabilities Act, the City of New Port Richey provides rea- sonable accommodation to qualified individuals with disabilities and encourages both prospective and cur- rent employees to discuss potential accommodations with the employer.