Desktop Technician I

City of Fargo•Fargo, ND

3d•Hybrid

About The Position

Under general supervision by the IS Manager, the Desktop Technician I provides technical support for the City’s hardware and software infrastructure. This role is responsible for the installation, configuration, maintenance, and troubleshooting of computers, monitors, peripherals and software applications. The incumbent must utilize logical reasoning and sound judgement based on training and experience to deliver effective solutions that align with established IT standards.

Requirements

Associate’s degree in computer science, Information Technology or related technical field, or a combination of education and one (1) or more years of experience sufficient to successfully perform the essential duties of the job.
A valid driver’s license or evidence of equivalent mobility is also required.
Knowledge of modern Service Desk/Help Desk ticketing workflows and best practices
Knowledge of computer hardware and related software
Knowledge of Windows Operating systems
Knowledge of Microsoft 365 Core Office applications – Word, Excel and Access – sufficient to provide advice and guidance on technical questions
Skill in diagnosing, installing, maintaining and repairing hardware and software configurations
Skill in interpersonal communication, establishing positive working relationships with coworkers, supervisors and others
Ability to organize, prioritize and manage a high volume of support requests effectively under tight timelines
Ability to collaborate proactively with other functional IS teams to foster teamwork and deliver outstanding customer service
Ability to provide customer service and communicate effectively both orally and in writing

Responsibilities

Provides support for technical equipment, including hardware and software, and performs installation, configuration and troubleshooting of computers, monitors, peripherals and software applications.
Resolves assigned IS service tickets promptly to ensure hardware and software remain operational and properly maintained.
Collaborates directly with end-users to troubleshoot technical issues, provide basic user training and ensure optimal system performance.
Test new and existing hardware and software to ensure performance and security compliance.
Configure and deploy new workstation assets to keep the organization’s hardware lifecycle schedule on track.
Maintains accurate technical documentation, including installation guides, knowledge base articles and support files.
Diligently tracks, audits and updates the organizations IS fixed asset inventory.
Support employee onboarding, offboarding, device refresh and technology lifecycle processes by preparing, deploying, recovering and documenting assigned equipment.
Communicates courteously and professionally and maintains working relationships with others in carrying out job functions.
Interact frequently and professionally with personnel across various departments to exchange detailed technical information and resolve issues.
Deliver exceptional customer service to all customers.
Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss.
Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work.
Identifies, reports and when applicable mitigate potentially unsafe workplace conditions, escalating them to a supervisor in a timely manner.
Performs other duties, special projects and activities as assigned by leadership.