What are the responsibilities and job description for the Desktop Support Technician position at City of Norwalk?
Position Definition: Installs and maintains computer hardware, software and peripherals throughout the City in order to meet the City’s data collection, analysis and processing needs. Provides end-user technical support either remotely or in person.
General Duties:
- Plans work according to standard procedures.
- Installs, services, troubleshoots, and repairs City computers and related equipment, including software.
- Assists with network functions as requested.
- Responds to service calls and help desk ticket requests.
- Maintains a continuous log of all activities.
- Researches and recommends new hardware and software techniques for data processing.
- Maintains accurate, current, and complete equipment and software inventories.
- Prepares statistical, inventory, and narrative reports for the Supervisor.
- Reports work accomplished to the Supervisor.
- Performs other related duties as required.
Additional Duties:
- Maintains contact with vendors.
- Coordinates defective hardware and software returns with City vendors and ensures a quick and accurate resolution.
- Sets up and troubleshoots hybrid/virtual meeting equipment for night meetings.
- Sets up ad hoc on-site/off-site conferences, meetings, and events.
- Carries a cellphone while performing duties.
- Acts as essential personnel during emergency situations.
Supervised By: Receives direction from the Director of Information Technology or their designee.
Note: The above is illustrative of tasks and responsibilities. It is not meant to be all-inclusive of every task and responsibility.
- The skills and knowledge required are generally acquired with an Associate’s degree in Computer Science, Management Information Systems, or a related field.
- A minimum of three years of progressively responsible experience in installing and maintaining various types of hardware and software. Practical work experience may be substituted for advanced education in some cases.
- Thorough knowledge of concepts, techniques, and methods for installing, configuring, implementing, and maintaining computers and peripherals, including tablets and smart devices.
- In-depth knowledge of and ability to install and maintain operating systems, database systems, Microsoft Office 365, antivirus software, and virtual desktops.
- Thorough knowledge of TCP/IP, connectivity methodologies, and wireless technologies.
- Ability to work independently and research solutions to solve problems.
- Proficiency in diagnosing hardware, software, and application problems and implementing timely resolutions.
- Strong ability to write or explain procedures and instructions clearly for non-technical users.
- Effectiveness in collaborating with users, vendors, and staff to resolve complex technical problems efficiently.
- Basic knowledge and experience with audio/video setup are preferred.
Associate's degree in Computer Science or Management Information Systems or other Computer Science degree. In some cases, practical work experience may be substituted for an advanced education.
Minimum three years of progressively responsible experience in installing and maintaining different types of hardware and software.
This position is a Grade 16.
Salary : $76,482 - $84,347
