Computer Technician

City of Leesburg•Leesburg, FL

1d•Onsite

About The Position

This class is responsible for serving customers, answering phones, data entry, website content management, troubleshooting and installation of software and hardware on computer systems. The primary responsibility will be to support the City of Leesburg Departments by providing services such as identifying software and hardware problems, coordinating communications with departments for integration of solutions, and coordinating and deploying IT equipment. The role involves installing and customizing operating systems, administering cellular and mobile data/devices, correcting problems with software and hardware, content management for internal and external postings, and assisting other City personnel with problem resolution.

Requirements

Associate Degree in Business/Computer Technology or similar field; or an equivalent combination of education and experience that provides the required knowledge, skills, and abilities.
Experience in website content and social media management.
Experience with Helpdesk tasks including answering phones, documenting trouble calls, and the ability to solve low-level technical and functional issues related to City systems.
Above average Microsoft Office Suite knowledge.
Above average Adobe Acrobat Skills.
Knowledge of ADA website compliance laws.
Ability to follow detailed instructions and multitask.
Must be a self-starter with the ability to work independently and make logical decisions.
Requires a valid State of Florida driver license and a satisfactory driving record.
Requires passing a Level 2 Background screening.
Must obtain a Criminal Justice Information Services (CJIS) certification within six months of employment.
Must obtain CompTia A+ post 2019 within 1 year of hire date.

Responsibilities

Respond to and document all telephone calls, walk-ins, and e-mail messages to the Help Desk.
Provide primary support by manning the City’s Help Desk operations.
Document all incoming trouble tickets and route them to the appropriate staff for resolution.
Provide routine support for computer-related issues of City and Public Safety staff.
Operate Service Desk software and perform follow-up of outstanding issues.
Perform basic Active Directory user management and utilize Exchange for users (Outlook).
Escalate more complex situations to second-tier problem resolution staff when necessary.
Troubleshoot computer programs to improve operations management or provide information.
Install new PCs, associated software, and/or peripherals.
Diagnose equipment, software, operating systems, cabling issues, and network installs as required.
Utilize software-reporting tools to create and distribute pertinent statistical reports to departmental administrators and supervisors.
Assist in evaluating existing City software and hardware to make recommendations for improvements and coordination between City departments.
Follow IT procedures for personnel to ensure a professional and timely response to software and hardware support requests.
Maintain and coordinate computer software and hardware update requests, ensuring proper guidelines for updates are followed and documented for warranty and billing requirements.
Support and maintain user account information, including rights, security, and system groups.
Maintain Content Management System of all image updates.
Maintain the existing website in conjunction with staff editors to ensure policy conformity and ADA compliance.
Organize, analyze, examine, or evaluate content or information for publishing and may remediate or prescribe action based on such data or information.
Perform related work as required.