Service Desk Technician I

This is a responsible technical and analytical position supporting the City's enterprise hardware, software, and network infrastructure. Responsibilities include but are not limited to supporting, maintaining, and upgrading all City Desktops, Laptops, Tablets, Smart Phones, Printers, Copiers, Telephones, Active Directory accounts, and related enterprise & standalone software applications. Work is performed under limited supervision from the IT Support Manager or IT Support Analyst, Senior.  

• Performs moderately complex and varied tasks within the IT Support team to answer helpdesk calls, enter work orders and ensure timely resolution for all enterprise hardware, software, and related peripherals.
• Applies experience and skills in monitoring, maintaining, and repairing all City of Lakeland computers, laptops, tablets, copiers, printers, and related network equipment.
• Assists in configuring, imaging, and replacing computers and Laptops using standard City deployment methods.
• Receives and creates work orders via the City's established methods; ensures they are completed promptly and documented accordingly.
• Works with Network Technicians analyzing and correcting a variety of network problems.
• Works with Telecommunications with the setup and transfer of IP network phones.
• Directly supports the City's mobile workforce through installing, maintaining, and upgrading wireless devices, including Wi-Fi and EVDO technology.
• Assists with creating, maintaining, and removing Active Directory User and Computer accounts.
• Assists with modifying and documenting enterprise security, including computers, files, folders, and Active Directory groups. 
• Assists with monitoring and resolving networked devices for malware, spyware, and viruses via Enterprise administration consoles.
• Assists in tracking and logging software licenses following the City's enterprise and licensing agreements.
• Helps maintain an accurate inventory of all City-wide technology equipment.
• Operates a City vehicle to travel to various City facilities to perform assigned duties.
• May be required to work overtime or alternate hours as necessary for the efficient operation of the department. 
• Position is designated as Mission Critical by Department Director.
  
  

ADDITIONAL FUNCTIONS: 

• Performs related work as required.

• Associate degree relating to computer repair.
• Two (2) years of experience in technical computer support.
  
  

An equivalent combination of education, training, and experience which provides the knowledge, skills, abilities, and other competencies necessary for success in the target position may be considered.

SPECIAL REQUIREMENTS: 

• Must possess a valid  driver's license.
• Must maintain a valid telephone number.
• Comptia A certification preferred.
• Must be able to successfully complete training and obtain certifications (if available) for new technologies utilized by the City.
• May be required to pass an elevated background check provided by the City of Lakeland Police Department upon hire. 

• Considerable knowledge of personal computer and laptop hardware with the ability to install, configure and remove components.
• Thorough knowledge of Microsoft Office, including Outlook in an Exchange environment.
• Fully performing knowledge of computer networking in an Active Directory environment.
• Thorough knowledge of all Microsoft Operating systems with basic iOS and Android skills.
• Knowledge of computer security risks and vulnerabilities.
• Knowledge of configuring and maintaining wireless technologies, including EVDO.
• Ability to learn and troubleshoot City Wide standard and proprietary computer programs.
• Ability to understand the City Wide network Infrastructure and related enterprise devices.
• Must be responsible for using elevated permission following IT Policy.
• Ability to move and install moderately heavy computer equipment.
• Ability to understand complex oral and written instructions.
• Ability to establish and maintain effective working relationships with co-workers, supervisors, and vendors.
• Ability/willingness to perform work safely and to report unsafe practices/situations to the appropriate supervisor.
  
  

 WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS: 

• Requires sedentary work that involves walking or standing some of the time, exerting up to 50 pounds of force regularly, and routine keyboard operation.
• The job risks exposure to power plant conditions at times requiring proper foot, eye & head attire.
• There is also exposure to bright/dim light in various circumstances, locations, and due to computer monitors.
• The job requires normal visual acuity, field of vision, hearing, speaking, color perception, sense of taste, sense of smell, depth perception, and texture perception.

All City of Lakeland positions are subject to testing (e.g. written, oral, performance, computerized, interview, and/or any combination).  Candidates selected for testing will be notified via email or telephone.  Please check your e-mail and telephone messages regularly, including "junk" folders.  Test times and locations to be announced.

THE CITY OF LAKELAND IS AN EQUAL OPPORTUNITY/EQUAL ACCESS EMPLOYER AND A DRUG FREE WORKPLACE

Salary : $27 - $39