Computer Support Technician

City of Suffolk•Suffolk, VA

1d•Onsite

About The Position

Under general supervision, performs specialized and technical work diagnosing and repairing personal computer equipment and software for assigned City department. Work involves ensuring computer equipment and software is running properly, repairing and troubleshooting, and installing software on new computers and other endpoint devices. Work is performed in accordance with detailed instructions and established routines; however, the employee is required to be alert to apparent irregularities in the data and to notify appropriate personnel of such irregularities. Employee must exercise tact and courtesy in frequent contact with system users, and employ initiative and independent judgment in completing assigned tasks. To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Requirements

Associate's degree in computer science or information systems, and 1 to 2 years of experience in computer system operation; or any equivalent combination of training and experience which provides the required skills, knowledge and abilities.
Valid driver's license.
Knowledge of the operation of a computer and all its peripheral equipment.
Knowledge of diagnosing and repairing various types of personal computer equipment and system application software.
Knowledge of modern office practices and procedures.
Ability to detect and correct system and program failures.
Ability to understand and follow complex oral and written instructions.
Ability to prepare clear and concise instructions, and convey them orally and in writing.
Ability to establish and maintain effective working relationships as necessitated by work assignments.
Ability to read a variety of reports and records, purchase orders, computer manuals, wiring diagrams, etc.
Ability to prepare a variety of forms, etc., using proper format.
Experience with computer refresh processes (imaging, deployment).
Strong documentation skills for IT procedures and issue resolution.
Familiarity with the KACE ticketing system for IT support requests.
Ability to follow detailed instructions and established routines.
Ability to exercise independent judgment in frequent interactions with system users.
Ability to exert up to 40 pounds of force occasionally, and/or a negligible amount of force frequently or constantly, to lift, carry, push, pull, or move objects.

Nice To Haves

Basic proficiency with Intune device management.
Experience using BeyondTrust Remote Support tool.
Experienced in troubleshooting desktops computers, laptops, printers and scanners.
Working knowledge of Microsoft software configuration, and troubleshooting.
Basic network troubleshooting skills required (Wireless, VPN).

Responsibilities

Diagnosing and repairing personal computer equipment and software.
Ensuring computer equipment and software is running properly.
Repairing and troubleshooting computer equipment and software.
Installing software on new computers and other endpoint devices.
Being alert to apparent irregularities in data and notifying appropriate personnel.
Exercising tact and courtesy in contact with system users.
Employing initiative and independent judgment in completing assigned tasks.
Delivering excellent customer service to both community members and staff with diverse backgrounds and needs.
Imaging Windows devices.
Using Intune device management.
Using BeyondTrust Remote Support tool.
Troubleshooting desktop computers, laptops, printers, and scanners.
Configuring and troubleshooting Microsoft software.
Performing basic network troubleshooting (Wireless, VPN).
Performing other related duties as required.
Performing computer refresh processes (imaging, deployment).
Documenting IT procedures and issue resolution.
Using the KACE ticketing system for IT support requests.
Following detailed instructions and established routines.
Exercising independent judgment in frequent interactions with system users.