IT Support Technician I

City of Louisville•Louisville, CO

7d•Onsite

About The Position

The City of Louisville Information Technology collaborates across the organization to provide simple, sustainable, and supportable technology solutions in a fun and creative environment. Our solutions and partnerships directly impact City staff and the community. We embrace change, adapt to new challenges, continuously improve business processes, and are committed to learning and growth. The City of Louisville is an award-winning small city offering an exceptional staff experience, outstanding benefits, and an administration focused on remaining an employer of choice in our region. While we may not have the staffing or resources of larger neighboring organizations, we provide many of the same services at comparable or higher service levels. This requires critical thinking, problem-solving, cooperation, communication, initiative, and creativity. Under the general supervision of the IT Operations Manager, the IT Support Technician I provides Tier I technical support to City employees and supports computers, mobile devices, printers, Microsoft 365, user accounts, assigned business applications, and related technology. The position also participates in IT projects such as workstation replacement, software deployments, phone systems, access control, security improvements, and other modernization initiatives. The Technician I is expected to develop increasing independence, technical judgment, and troubleshooting capability. Employees should approach problems logically, use available documentation, research, diagnostic tools, prior experience, and other resources, and perform reasonable troubleshooting before seeking assistance. Routine and familiar issues should increasingly be handled independently, while unfamiliar, complex, or higher-impact issues should be appropriately researched, documented, and escalated. Employees are expected to take ownership of assigned work through completion, communicate effectively with customers, recognize work requiring attention, learn from previous troubleshooting experiences, and identify recurring problems or opportunities for improvement. Success at this level includes continued development toward independently resolving the majority of desktop support issues and acquiring the competencies necessary for progression to Technician II. This corresponds directly with the Tech I responsibilities and promotion-readiness criteria in the progression matrix.

Requirements

Strong customer service, communication, patience, and professionalism when assisting end users.
Foundational knowledge of computer hardware, software, Microsoft Windows, Microsoft 365, and common peripherals.
Ability to logically troubleshoot technical problems and research unfamiliar issues before seeking assistance.
Ability to learn from previous technical experiences and apply that knowledge to new situations.
Initiative and willingness to recognize work requiring attention rather than relying exclusively on assigned tasks.
Ability to work effectively as part of a team while developing independence in routine technical responsibilities.
Good organizational skills and ability to appropriately prioritize multiple responsibilities.
Basic understanding of networking and cybersecurity concepts.
A degree and/or at least one year of relevant technical experience.
Willingness and demonstrated ability to learn new technologies and continue developing professionally.
Approach technical problems logically and systematically using documentation, research, diagnostic tools, established procedures, prior experience, and other available resources.
Independently troubleshoot and resolve routine and familiar Tier I hardware, software, account, application, peripheral, mobile-device, and connectivity issues.
Demonstrate increasing independence and sound technical judgment, requiring progressively less direction for routine support work.
Perform reasonable troubleshooting and research before escalating an issue and adjust the troubleshooting approach based on results.
Recognize when an issue exceeds the scope, authority, knowledge, or appropriate risk level of the position and appropriately escalate it.
When requesting assistance, clearly communicate the issue, troubleshooting performed, results observed, and relevant information gathered.
Take ownership of assigned incidents, requests, deployment activities, and project tasks through completion, including documentation, communication, and follow-up.
Manage and prioritize assigned responsibilities while seeking guidance when competing priorities or operational impacts require it.
Demonstrate initiative by recognizing routine work requiring attention without waiting for each individual task to be assigned.
Learn City systems and technologies and apply knowledge gained from previous troubleshooting experiences to future situations.
Identify recurring problems, documentation gaps, inefficient processes, and opportunities for improvement and bring observations and potential solutions to the IT team.
Collaborate effectively with IT staff and share useful technical knowledge, troubleshooting information, and documentation.
Consider the impact of technical actions on users, departments, security, systems, and City operations and seek guidance before taking potentially high-impact actions.
Follow established IT procedures, technical standards, and cybersecurity requirements.
Demonstrate continued professional and technical growth toward the competencies required of an IT Support Technician II.
Degree in Computer Science, Information Technology, or a related field and/or a minimum of one year of relevant Information Technology experience that includes direct end-user support.
Experience troubleshooting computers, mobile devices, peripherals, software applications, and Microsoft Windows.
Familiarity with Microsoft 365 applications and basic user account administration.
Basic understanding of computer networking and cybersecurity principles.
Excellent communication, interpersonal, and customer service skills.
Any equivalent combination of education, certifications, training, and experience may be considered as determined by the City of Louisville.
Ability to research and troubleshoot technical issues using available technical resources.
Ability to organize and prioritize multiple assignments and adapt to changing operational needs.
Ability to establish and maintain effective working relationships with City employees, IT staff, vendors, and customers.
Ability to maintain confidentiality and appropriately handle sensitive information.
Ability to communicate technical information clearly and concisely.
Demonstrated initiative and ability to manage assigned responsibilities with increasing independence while appropriately seeking guidance for unfamiliar, complex, or high-impact situations.
Ability to receive feedback, learn from previous experiences, and apply that knowledge to future work.
Commitment to continuous learning and professional development.
Ability and willingness to occasionally work nights or weekends as operational needs require.
Must possess mobility to work in a standard office setting and use standard office equipment, including a computer, ability to operate a motor vehicle, and to visit various City and meeting sites; vision to read printed materials and a computer screen; and hearing and speech to communicate in person, before groups, and over the telephone.
Finger dexterity is needed to access, enter and retrieve data using a computer keyboard or calculator and to operate standard office equipment.
Positions in this classification occasionally bend, stoop, kneel, reach, push and pull drawers open and closed to retrieve and file information.
Employees must possess the ability to lift, carry, push and pull materials and objects weighing up to 25 pounds.

Nice To Haves

Certifications such as CompTIA A+, ITIL Foundation, Microsoft 365 Fundamentals (MS-900), Azure Fundamentals (AZ-900), Apple Device Support, or other relevant technology certifications are desirable but not required, consistent with the Tech I progression matrix.
A valid Colorado driver’s license and acceptable driving record are required.

Responsibilities

Provide Tier I technical support by phone, email, remote-support tools, and in person for approximately 300 end users across 13 City locations.
Troubleshoot computer hardware, software, Microsoft Windows, Microsoft 365, printers, peripherals, mobile devices, user accounts, and basic connectivity issues.
Install, configure, deploy, maintain, replace, and troubleshoot computers and other end-user technology.
Perform workstation imaging, deployment, replacement, and lifecycle activities.
Perform routine Active Directory and Microsoft 365 user administration within assigned permissions and procedures.
Assist with employee onboarding and offboarding activities involving accounts, equipment, software, and technology access.
Support assigned City business applications and escalate issues requiring advanced administration, infrastructure changes, or vendor assistance.
Install approved software and perform routine endpoint maintenance, updates, patching, and hardware diagnostics.
Perform basic network and connectivity troubleshooting and escalate advanced issues as appropriate.
Accurately document incidents, service requests, troubleshooting, resolutions, and equipment changes in the City's service management system.
Maintain effective communication with customers throughout incident and request resolution.
Assist with technology inventory, deployment, recovery, storage, and disposal.
Participate in IT projects including workstation replacement, mobile-device deployments, software rollouts, phone systems, access control, audiovisual systems, cybersecurity improvements, and other technology initiatives.
Provide support for audiovisual and conference-room technology throughout City facilities.
Identify opportunities to improve technical documentation, procedures, processes, and customer service.
Perform other duties as assigned to support City operations and continued development of technical skills.
This position is considered a critical/essential worker and is therefore responsible for responding to emergencies and/or disasters that may require additional overtime or adjustments to your normal schedule to fit the needs of the organization.