Technology Services Technician

City of College Station, TX • College Station, TX

27d

About The Position

Provide level two incident and request response and resolution for IT services relating to computing and peripherals by utilizing technical knowledge of operating systems, equipment, application packages and diagnostic troubleshooting utilities, and assist with level one requests. Record, track, and document the service desk request and incident process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Maintain up to date software, hardware, and equipment asset information from requisition through retirement in the configuration management system. Prepare assets for deployment, including preparation and application of images, software installations, and delivery. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications. Prioritize, schedule, and escalate problems, evaluate documented resolutions, test fixes to ensure problem has been adequately resolved, analyze trends for ways to prevent future problems and alert management to emerging trends in incidents. Perform a variety of service desk related tasks to include but not limited to assisting in software releases and rollouts according to Change Management best practices and developing help sheets and FAQ lists for end users. Perform other related duties as assigned and/or required.

Requirements

• High School Diploma or G.E.D. and one (1) year related technical training, or two (2) years related experience in the field of work; or an equivalent combination of education and experience
• Texas Driver's License
• Ability to attain ITIL Foundations Certification within 12 months from date of hire
• Knowledge of advanced computer hardware including desktops, laptops, portable computing devices, network printers, scanners, and tablets
• Knowledge of operating systems, including Microsoft Windows 7 and higher
• Supportable knowledge of the Microsoft Office Suite, Adobe Reader, and Web Browsers
• Strong written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills
• Strong documentation skills
• Ability to conduct research into a wide range of computing issues
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly, business-friendly, and technical language
• Highly self-motivated and directed
• Keen attention to detail
• Proven analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Exceptional customer service orientation
• Experience working in a team-oriented, collaborative environment
• Ability to perform essential duties an environment that entails sitting for extended periods of time, operating keyboards, power tools and other computer components, and lifting and transporting moderately heavy objects such as computers and peripherals

Nice To Haves

• Possession of the following certifications: ITIL Foundations Certification, CompTIA A+ Certification and Network+ Certification
• Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes
• Knowledge and experience utilizing Microsoft System Center Configuration Manager to manage hardware, apply images, and deploy software
• Experience with operating systems, including Microsoft Windows 7 and higher, iOS and Android
• Asset management experience

Responsibilities

• Provide level two incident and request response and resolution for IT services relating to computing and peripherals
• Record, track, and document the service desk request and incident process
• Maintain up to date software, hardware, and equipment asset information
• Prepare assets for deployment, including preparation and application of images, software installations, and delivery
• Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
• Prioritize, schedule, and escalate problems
• Perform a variety of service desk related tasks to include but not limited to assisting in software releases and rollouts according to Change Management best practices and developing help sheets and FAQ lists for end users
• Perform other related duties as assigned and/or required

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: High school or GED