IT Technician III

City of Titusville • Titusville, FL

1d • Onsite

About The Position

The Technician III is a senior-level position responsible for owning the service desk procedure and the standards and maintenance of the workstations in the city environment. This role provides leadership and coordination for service desk operations, directs and supports Technician 2 staff as needed, and manages the full lifecycle of City computer and related equipment. The position requires advanced knowledge of enterprise-level computer interoperability, computer hardware, software, and operating system technologies. Responsibilities include provisioning, configuration, maintenance, replacement, and disposal of City computers and other related technology equipment.

Requirements

• Advanced knowledge of desktop operating systems, including installation, configuration, maintenance, and troubleshooting within an enterprise environment.
• Advanced knowledge of Microsoft Office applications and their functionality in a networked environment.
• Thorough understanding of computer hardware components, operating characteristics, capabilities, and limitations.
• Advanced knowledge of endpoint management systems, software packaging, deployment processes, and related enterprise management tools.
• Knowledge of workstation security principles, vulnerabilities, threats, and remediation techniques.
• Ability to train and support employees in the use of computer software, technology tools, and telephone systems.
• Basic knowledge of server operating environments and enterprise network infrastructure components.
• Ability to establish and maintain effective working relationships with employees, customers, vendors, and other stakeholders.
• Strong customer service skills with the ability to understand user needs and effectively interact with individuals of varying technical backgrounds and personalities.
• Ability to read, interpret, and apply technical manuals, specifications, and documentation to install, configure, and troubleshoot hardware and software.
• Excellent analytical, diagnostic, and problem-solving skills, including the ability to identify root causes and perform systematic testing.
• Ability to prepare clear and concise reports, technical documentation, procedures, and business correspondence.
• Ability to effectively present information and respond to questions from management, employees, customers, and the public.
• Ability to interpret information presented in written, verbal, or diagrammatic form and make sound decisions when resolving complex issues involving multiple variables.

Nice To Haves

• Associate degree in Computer Science, Information Systems, Network Applications, or a related field or advanced Microsoft like certification such as MD-102 (Endpoint Administrator), AZ-104 (Azure Administrator) or SC-300 (Identity and Access Administrator); bachelor’s degree preferred.

Responsibilities

• Oversees all Service Desk operations to ensure effective performance, compliance with ITIL-based service standards, and timely issue resolution.
• Coordinates, supervises, and provides guidance to Technician staff in the execution of Service Desk processes and support activities.
• Manages the complete computer lifecycle, including procurement, imaging, deployment, maintenance, replacement, retirement, and disposal of equipment.
• Develops, standardizes, maintains, and updates workstation software images.
• Provides end-user training and technical support on standardized software applications and basic technology usage.
• Configures and images newly purchased and redeployed devices.
• Applies operating system updates, security patches, performance enhancements, and bug fixes to workstations across the organization.
• Ensures workstation data is routinely backed up in accordance with established procedures and policies.
• Researches, evaluates, and recommends technology standards for hardware, software, peripherals, operating systems, printers, and uninterruptible power supply (UPS) devices.
• Coordinates and manages technology refresh and replacement projects.
• Participates in the Configuration Control Committee and provides recommendations regarding system and workstation configurations.
• Consults with end users to assess technology needs and recommend appropriate hardware and software solutions.
• Serves as an escalation point for complex in-person and remote technical support issues.
• Maintains and manages the inventory of workstation hardware and software assets.
• Performs other related duties as assigned.

Benefits

• The City of Titusville is an Equal Opportunity Employer.
• In compliance with the American’s with Disabilities Act, the City of Titusville will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.
• E.O.E.
• The City of Titusville prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree