TEMP - Technician

City of Garland • Wilmington Manor, DE

6d • $18 - $27

About The Position

Responsible for providing technical diagnosis, evaluation, troubleshooting, and resolution of requests and/or issues for the City of Garland employees. The role will also assist with user and workstation moves, migrations, and new system implementations associated with City requests.

Requirements

• High School Diploma or General Equivalency Diploma (GED)
• 2 years related experience.
• Or an equivalent combination of education and experience sufficient to successfully perform the job's essential functions.
• Demonstrate ability to install, configure, and troubleshoot desktop hardware and software.
• Working knowledge of Microsoft operating systems and desktop software such as Microsoft Office suite.
• Interpersonal skills to work with customers to resolve issues.
• Excellent communication skills, both verbally and in writing.
• Ability to work with diplomacy and a positive attitude.
• Ability to work effectively with all levels of the city.
• Ability to convey a correct sense of urgency based on customer or business impact.
• Ability to multi-task – prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction.
• Valid Class C Driver’s License

Nice To Haves

• Any college courses in Computer Technology, Computer Science, or related field of study
• 2-4 years experience in Desktop PC hardware and software field support and configuration
• A + Certification preferred, not required.
• HDI Desktop Advance Support Technician preferred, not required.

Responsibilities

• Analyze, troubleshoot, and repair a wide variety of PC/Laptop problems related to hardware and software.
• Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs.
• Maintain a strong customer service focus and a desire to interact with end-users and peers successfully.
• Create and Edit (KB) Knowledge Base articles to accurately display content on Incident Resolutions.
• Answer the Support Services phone when appropriate and utilize Easy Vista Knowledge Management to assist in the evaluation of a call.
• Reset customer passwords when needed, remap network drives, and install software and hardware.
• Update and maintain inventory configurations as appropriate in Easy Vista, SCCM, and Active Directory.
• Coordinate with network services, application support, and other applicable groups when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED