Desk Top Support Technician I

City of Atlanta•Atlanta, GA

9h•Onsite

About The Position

The Desktop Support Technician will be part of a team responsible for supporting workstations running on Windows 10 and higher platforms in a 24x7 operating environment. This role will be responsible for handling all Tier 1 & some Tier 2 issues. The Technician is responsible for “imaging” workstations as outlined by departmental standard operating procedures and installing and configuring all associated hardware. The Technician is responsible for proactively monitoring these workstations and is responsible for firmware updates, operating system updates, anti-virus software updates, security patches, and repair of any hardware failures. The technician will also provide helpdesk support, including answering helpdesk phones and resolving end-user computer issues using remote diagnostic and troubleshooting tools. Duties will require after-hours support. The Technician will report to the Technical Services Manager and must coordinate activities with other business units within the division to meet the department’s overall objectives.

Requirements

Associate Degree or 2 years’ experience doing desktop support.
Experience with Windows and Mac operating systems.
Experience with cloud technologies.
Experience doing PC Builds and deployments.
Experience working with a ServiceNow ticketing system.
Previous experience troubleshooting issues with applications.
Ability to troubleshoot and resolve issues within O365 and other apps.
Solid understanding of Azure AD.
Excellent communication skills.
Ability to troubleshoot VPN issues.
Basic Networking experience.
Excellent Customer Service skills.
Ability to manage multiple projects and/or tasks concurrently.
Must be a self-starter & be able to use own judgment/initiative to undertake activities with minimal supervision.
Excellent oral & written communications skills.
Must be able to work the 8:15 am to 5:00 pm shift Monday through Friday.
Work a remote on-call rotation schedule that consists of Friday to Friday, 10:00 pm to 6:00 am answering customer calls via city-issued cell phones.
On-call duties will include but are not limited to unlocking user accounts, creating, and handling trouble tickets.
Applicant must possess a clean driving and criminal record.
Be able to follow directions, and solve problems under pressure while maintaining a professional demeanor.
Work collaboratively with others to achieve team & organizational goals.
Prioritize projects and/or tasks.
Provide constructive input to achieve team goals.
Deliver a customer-focused, responsive service to customers.
Support efforts to enhance business efficiency & effectiveness.
Demonstrate a positive, “can-do” attitude.
Respond constructively to new information, changing conditions, & unexpected obstacles.
Use time efficiently.
Ability to follow procedures and take direction.

Responsibilities

Handling all Tier 1 & some Tier 2 issues.
Imaging workstations as outlined by departmental standard operating procedures.
Installing and configuring all associated hardware.
Proactively monitoring workstations.
Performing firmware updates, operating system updates, anti-virus software updates, and security patches.
Repairing any hardware failures.
Providing helpdesk support, including answering helpdesk phones.
Resolving end-user computer issues using remote diagnostic and troubleshooting tools.
Performing after-hours support.
Managing domain accounts and group permissions.
Supporting remote sites around the Airport.