TECHNICAL SUPPORT TECHNICIAN

Summary

About the Opportunity
The City of Asheville's IT Department is looking to hire a full time Technology Support Technician to join us today. The purpose of this position is to provide professional, technical Tier II user support, which includes resolving incoming calls and reports of network events, setting up new or re-imaging equipment, performing testing, repairs and debugging of systems and consulting with end users to identify needs and resolve issues.

What you’ll be doing:

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  Performs professional, technical testing, repair and debugging of all City systems hardware and software including financial and public safety systems.

• Consults with end users/managers to determine the needs & requirements for customers.

• Diagnoses & resolves problems reported thru a ticket system.
• Responds to field emergency calls to troubleshoot and resolve the problem.
• Diagnose, implement and troubleshoot Google Workplace related issues.
• Setup, install, and support audiovisual equipment for city events
• Configure wireless air cards for laptops.
• Configure and troubleshoot mobile data routers.
• Sets up new PC’s and laptops & installs them in end user locations. Re-images and configures laptops.
• Assists with setting up email on phone devices and shows customers how to use the device.
• Monitors hardware, software, and other equipment to include installing and upgrading applications; configuring programs to meet end-user needs; troubleshooting issues; and reviewing usage reports.
• Assists in troubleshooting and inspecting computer or network errors and provides a test environment to assist with working out these errors.
• Serve in rotational on call after hours support

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  Supplemental Functions:
  • May provide support to the other Information Technology staff, focused primarily on supporting end users.
  • Performs other similar duties as required.

About you:

We know your time is valuable. Applicants who meet the following minimum requirements or have comparable experience and/or education will be considered:

About us:

The City of Asheville is dedicated to providing quality service for the residents and visitors of our beautiful city, nestled in the Blue Ridge Mountains of western North Carolina. Asheville, NC is a thriving mountain city that has a culture enriched in diversity.

The City of Asheville values and respects a diverse community, workforce and ideas, and is committed to promoting an equitable, fair, and just employment environment. Our organization seeks to create and provide access and opportunities to employees, residents and visitors to fulfill their potential through inclusive engagement practices, relationship building and an authentic sense of belonging. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, gender identity, sexual orientation, age, disability, genetic information or veteran status. The City of Asheville is proud to be a second chance employer.

Knowledge:

• Basic knowledge of principles and terminology for the field can be learned on the job.
• Some knowledge of the various hardware, software and accessory peripherals utilized in a networked system.
• Some knowledge of computer system applications.
• Some knowledge of the technical terminology used in computer operations.
• Some knowledge of the practices and techniques utilized in networking and repairing computer systems and related peripheral equipment.

• Ability to read and understand basic workplace data, such as simple forms, tables, graphs, schedules, etc.
• Ability to conduct research of existing, internal policies and procedures
• Ability to communicate effectively in spoken and written form.
• Ability to analyze situations to pinpoint problems and assist with solving problems or identifying sources of obstacles.
• Ability to develop and maintain effective working relationships as required by work assignments.
• Ability to work independently with limited supervision.
• Ability to analyze and interpret policy and procedural guidelines and to apply this understanding to tasks.
• Ability to bring resources together to resolve a problem or provide a solution.
• Ability to understand and carry out complex written and oral instructions.
• Ability to diagnose routine program and computer malfunctions.
• Ability to communicate effectively both orally and in writing.
• Ability to deal tactfully and courteously while assisting City employees and officials, and the general public.

The City of Asheville is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, the City will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.