Technology Support Technician

City of Alpharetta, GA • Human Resources, GA

86d

About The Position

Under the general direction of the Information Systems Manager, the Technology Support Technician has three primary responsibilities. First, as a member of the Information Systems Team, providing support for the City's service desk system, implementation and maintenance of information systems, and supporting computer hardware and software applications. Second, as a member of the computer refresh team, which annually refreshes a portion of our workstation fleet. Third, as a member of the Public Safety Support Team, assisting the team and departments with computer, system, and technology support. While a member of the Information Systems Team, this position works closely with all teams and disciplines within the Information Technology Department. This is a non-exempt position.

Requirements

• Associate's degree or higher from an accredited college or university with major course work in computer science, information systems, or a related field.
• Two years of proven experience as a computer support employee, service desk employee, or other customer service role.
• Ability to work nights, weekends, holidays, and at odd or irregular hours for extended periods of time in either on-call or emergency conditions.
• Personal vehicle required to travel between various City and business-related locations.
• Possession of a valid Georgia Class C driver's license.

Nice To Haves

• Bachelor's degree from an accredited college or university with major course work in computer science, information systems, or a related field.

Responsibilities

• Member of the Information Systems Team
• Frontline response to user requests for service or issues.
• Proactively recognizes the problem and implements needed solutions.
• Works with higher-level support staff to solve issues or pass on.
• Responds to queries via service desk software, chat, email, or phone.
• Create step-by-step training material with screenshots for clients.
• Provides support and maintenance for in-house computer systems, including carrying out diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstations.
• Identifies and corrects a problem by performing diagnostic reviews and developing error reports as requested.
• Maintains log of incoming service desk calls and updates records and tracking databases.
• Carries out proper tracking of service requests and ensures resolution to problems are documented in the ticketing system.
• Works through the problem-solving process with customers, empowering them to do the same in the future.
• Remains in touch with a customer until their issues are totally resolved or/and the request is completed.
• Reports significant and recurring issues to management.
• Frequently checks the ticketing system for incoming service desk requests; vets requests thoroughly, then evaluates and routes them.
• Responsible for opening and closing service requests.
• Manages classification of requests, assigning and tracking of requests, and completion of requests.
• Collects feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting.
• Offers outstanding customer support and excellent communication in accordance with all service desk procedures and policies by identifying and working with all remote users, city network users, as well as with other service areas.
• Ensures a positive support experience for customers; develops a good relationship and trust with city users by exhibiting a professional attitude and a welcoming approach to understanding customers' problems.
• Works with other positions in the department to learn the day-to-day operation of all systems.
• Ensures adherence to data quality standards within the service desk platform and identifies areas of improvement to achieve data quality.
• Member of the Refresh Team
• Prepares computers for deployment and decommission computers for auction. Trains incoming staff in the use of support systems.
• Build, configure, install, and coordinate replacement of user computers.
• Removal, wiping, and disposal of old inventory.
• Member of the Public Safety Support Team
• Provides desktop support to clients; installs and configures hardware, software, operating systems, and peripherals; troubleshoots diagnoses and resolves complex hardware and software problems.
• Is a member of the Public Safety On-Call rotation.
• Performs various duties such as word processing, spreadsheet formulation, photocopying, processing mail, performing data entry, or greeting visitors.
• Communicate with the director, manager, team, employees, other departments, program participants, outside organizations, and other individuals as needed to coordinate work activities, review the status of work, or exchange information.
• Maintains a calendar of appointments or events relating to all activities.
• Maintains confidentiality regarding data, information, documentation, processes, and functions of the City of Alpharetta.
• Creates/maintains support for department records.
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of local and wide area network development.
• Works with other positions in the department to learn the day-to-day operation of all systems.
• Performs related duties as required or assigned.

Benefits

• Equal Employment Opportunity (EEO) employer.
• Commitment to providing a safe, quality-oriented, and productive work environment.

What This Job Offers

• Job Type: Full-time
• Industry: Executive, Legislative, and Other General Government Support
• Education Level: Associate degree