Service Desk Technician I

As a Service Desk Technician reporting to the Infrastructure and Communications Manager, you'll play a pivotal role in providing technical support to end users, assisting with computer systems hardware, software, and related technologies. You'll serve as a technical consultant, offering guidance on technology selection and usage to various stakeholders. ESSENTIAL JOB FUNCTIONS Provide timely and accurate technical guidance and consultation to end users, including recommendations for business process improvements through technology utilization. Install, configure, and maintain computers, printers, scanners, laptops, tablets, software, audio/visual equipment, and other technology platforms. Respond to Service Desk phone calls and emails, entering service tickets into the work management system, and performing troubleshooting and maintenance on computer hardware, software, and associated equipment. Offer technical hardware and software support and consultation to end users and colleagues, utilizing tools such as active directory, ITSM ticketing solution, O365, and screen sharing software. Utilize the work management system to deploy software packages and updates throughout the organization, as well as deploy computer images for various operating systems and platforms. Provide recommendations on technology product selection, procurement, and implementation, and conduct testing and evaluations of various technologies. Manage user accounts in various systems ensuring data security and confidentiality. Deliver exceptional customer service to all stakeholders and escalate problems when necessary to experienced technicians. Provide audio-visual support and operate cameras during City meetings or events. Provide assistance and training to computer users experiencing difficulties and conduct user training on computer systems and software applications. Develops help sheets and knowledge base articles for end users Provide on-call support as required in emergency situations, including evenings and weekends. (These essential job functions are not to be construed as a complete statement of all duties performed. Employees will be required to perform other related duties as assigned, including City - directed work assignments in the event of a declared emergency.) Proficiency in researching, diagnosing, and resolving technical problems. Knowledge of various computer systems and their applications and operations. Ability to translate technical terminology into understandable language for users. Capability to maintain information security and confidentiality. Skill in interpreting system specifications and preparing documentation. Ability to work independently and collaboratively in a team environment, prioritizing tasks and providing exceptional customer service Excellent customer service skills, both verbal and written, with the ability to communicate technical information effectively. Excellent problem-solving and troubleshooting skills Strong organizational skills and mature judgment in decision-making. Proficiency in Microsoft Windows and Office applications, including Word, Excel, PowerPoint, and OneDrive. Education and Experience: Associate's degree from an accredited college or university, or a combination of post-secondary technical education. Two (2) years of direct experience in a relevant information technology position. (A comparable amount of relevant training, education and/or experience may be substituted for the above qualifications.) Licenses and Certifications: Emergency Response Responsibility Every City employee has emergency response responsibilities, though not every position will require routine assignments during an emergency event. All employees are subject to recall around the clock for emergency response operations, which may require irregular work hours, work at locations other than the normal work location, and may include duties other than those specified in the employee's official job description. Assignments in support of emergency operations may be extensive in nature, with little advance notice, and may require employees to relocate to emergency sites with physically and operationally challenging conditions. Vets Preference Statement The City of North Port, FL is an Affirmative Action/ADA/Veterans’ Preference and Equal Opportunity Employer. Women, Minorities, and Persons with Disabilities are Encouraged to Apply.

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