What are the responsibilities and job description for the IT Support Technician position at City of West Lafayette?
Information Technology (IT) Support Technician
Position Level: Non-exempt
Reports to: Director of Technology
Position Summary
The IT Support Technician position is responsible for supporting help desk and infrastructure needs and providing end user education and services. This role is critical in maintaining communication, maintenance, and troubleshooting of equipment.
Essential Job Functions (include but are not limited to)
- Receives and responds to calls for assistance with hardware, software, operating systems, printers, and telephones to include performing diagnostics, identifying problems, making minor repairs, or contacting appropriate vendors for service.
- Serves as first line of support for staff issues and escalates support incidents to other staff members.
- Performs a variety of administrative duties (i.e., compilation of reports, scheduling site visits, maintaining archives, and/or coordinating shipping and receiving).
- Coordinates and supports audio and video equipment in meeting rooms.
- Monitors and maintains equipment assets, asset tracking systems, and maintenance contracts. Works with vendors to request estimates and availability.
- Installs and configures personal computers, mobile devices, and software.
- Provides knowledge, courteous technical support, and training to users in solving problems. Follows up on outstanding requests to ensure timely resolution.
- Assists other technicians in supporting client operating systems and software, and in developing and supporting standardized builds and procedures.
- Investigates problems with equipment using basic diagnostic tools and practices.
- Adds and removes user accounts. Assigns authentication credentials and authorization levels.
- Ensures all work meets or exceeds the organization’s expectations.
- Demonstrates professionalism when representing the organization in all communications with internal and external customers and vendors.
- Sustains housekeeping standards in accordance with safety and appearance guidelines.
- Completes and demonstrates a full understanding of ongoing training concepts and applications.
- Emulates the organization’s values in daily interactions with internal and external customers.
- Meets organization standards on quantity and quality of work performed on an ongoing basis and performs all work-related tasks in a manner that complies with all policies and procedures.
- Adheres to the organizations' policies, procedures, and directives regarding standards of workplace behavior in completing job duties and assignments while maintaining regular and timely attendance.
- Performs other tasks, as assigned.
Education/Skills/Experience
- Associate’s degree in Information Technology or a closely related field. Will consider candidates with technical work experience or completion of a professional IT certification.
- Experience with troubleshooting common PC and mobile device operating systems issues. Competency with Microsoft Word and Excel.
- Ability to provide public access to, or maintain confidentiality of, department information and records according to state requirements.
- Ability to plan and lay out assigned work projects, work on several tasks at the same time, and complete assignments effectively amidst frequent distractions and interruptions.
- Excellent attention to detail, organizational and multi-tasking skills, and adherence to deadlines.
- Excellent interpersonal and customer contact skills.
- Excellent written and verbal communication skills.
- Strong problem-solving and strong decision-making skills.
- Listens effectively when others are speaking.
- Credible, responsive team player with the ability to work independently with minimal supervision.
- Ability to perform and retain various skill related tasks, training, and operations.
- Effectively sets priorities and deadlines.
Work Schedule
This position is based on a standard workweek, Monday-Friday; however, it is occasionally required to attend meetings and work sessions outside of normal business hours. These instances may include client meetings, public board meetings, or team collaborations that fall outside the typical schedule. Flexibility in these situations is necessary as it contributes to our commitment to our constituent’s satisfaction and project success. Able to serve on 24-hour call and respond swiftly, rationally, and decisively to emergency situations.
Working Environment
- Primarily indoors, controlled temperature environment.
- This position will be working with office equipment such as computers, printers, scanners, telephones, etc.
- Ability to work at a consistent pace.
- Ability to work in a team environment and communicate in a professional manner.
- Required to go to customer site where the environmental conditions will vary.
- Sustains housekeeping standards in accordance with appearance guidelines.
Physical Requirements
While performing the duties of this job, the employee is regularly required to:
- Possess the ability to push, pull, lift, and carry up to 50 lbs.
- Stand or sit for extended periods of time.
- Reach, stoop, and kneel to work with equipment.
- Communicate both in person, electronically, and by telephone as needed.
Training to be Completed
- Maintains knowledge base and other resources for information sharing. Maintains current knowledge related to IT systems. Attends professional development workshops, training, and education, as required.
- Comprehensive understanding of the vision, goals, and objectives of the organization.
- All relevant Business System software.
- Successfully complete continuing education required to maintain knowledge of systems and programs.
- All applicable compliance training.
Direct Reports
This position does not have direct reports.
Certificates/Licenses
- Valid driver’s license and demonstrated safe driving record.
- Professional IT certification is preferred.
Job Type: Full-time
Pay: From $36,153.00 per year
Benefits:
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Retirement plan
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Education:
- Associate (Preferred)
Experience:
- Software troubleshooting: 1 year (Required)
- Mobile devices: 1 year (Required)
- Computer hardware: 1 year (Required)
License/Certification:
- Driver's License (Required)
Ability to Commute:
- West Lafayette, IN 47906 (Required)
Work Location: In person
Salary : $36,153