IT Support Technician

GENERAL SUMMARY:
This is technical position working under the supervision of the Chief Information Officer to support the Information Technology operations. The IT Support Technician is first line technical support for users and coordinates the resolution of more complex issues with other IT staff members.

 DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties and qualifications required of employees assigned to this job.ESSENTIAL JOB DUTIES:

• Responsible for monitoring, maintaining, and repairing computers, printers and network equipment. 
• The IT Support Technician will answer IT work order requests and facilitate resolution in the most efficient way. 
• This position is responsible for configuring, imaging, and replacing end user technical equipment including computers, phones, data cards and other mobile devices. 
• Perform routine maintenance, updates, and troubleshooting on Windows Server operating systems hardware and software.
• Provide emergency support as needed for Public Safety computers and the software interface with the State of Florida Law Enforcement network.
• Inventory and document the computer environment.
• Assist with system implementation and upgrades; analyze and recommend modification requests; monitor systems operation and use; instruct employees in the use of standard applications.
• Perform back-up procedures according to approved policies and procedures.
• Provide technical assistance in ensuring the successful integration of new methods and technologies with existing application systems.
• Works with IT staff members to analyze and correct a variety of technology problems. 
• Works diligently on other duties as assigned.

Education and Experience:
Requires an Associate’s degree or equivalent experience in computer support, network operations and maintenance. Experience supporting and troubleshooting personal computers, printers, servers, and other peripheral devices. Must have strong dedication to customer service and a goal-oriented mindset. Minimum of one years of hands-on Microsoft desktop, server, and network support experience; or an equivalent combination of education, training and experience. 
 
Licenses and/or Certificates:

• Must possess CompTIA A and ITIL Foundation certifications or the ability to obtain within six months of hire date.
• Must possess a valid Florida Driver's License with a clean driving record in order to drive a City vehicle to transport self or equipment to various offices.

Knowledge, Skills, and Abilities:

• Knowledge of desktop and laptop hardware with ability to install configure and remove components. 
• Knowledge of Microsoft Office including Outlook in an Exchange environment. 
• Knowledge of computer security risks and vulnerabilities. 
• Thorough knowledge of Microsoft Operating systems.   
• Knowledge of Microsoft Office 365 infrastructure. 
• Ability to understand Village-wide network infrastructure and related enterprise devices. 
• Considerable knowledge of computer networking in an Active Directory environment. 
• Must be able to work and communicate with peers, vendors, public and Village personnel. 
• Must consistently demonstrate professionalism and ability to handle confidential and/or sensitive information. 
• Must be capable of working on multiple tasks and meeting deadlines. 
• Ability to express ideas effectively.
• Ability to maintain effective working relationships with users and with peers. 
• Ability to lift 45 lbs. for moving computer-related equipment and supplies.

Salary : $42,141