IT Technician (Customer Service)

Dothan, AL - USA

Hourly Salary: $ 21 - 34

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Description

This position provides technical customer services support for city information technology end users.

Major Duties

Answers telephone and provides assistance to technology end users.

Reviews prioritizes and completes work orders; enters tickets into ticket management system and monitors due dates for timely completion.

Provides information technology customer support to technology end users in all city departments; troubleshoots and resolves problems; provides user instruction and training.

Maintains troubleshoots and updates a variety of information technology applications.

Manages and updates active directory through password resets etc.

Performs hardware and peripheral device deployment; deploys software applications.

Maintains copiers scanners and printers.

Monitors IT tools and software and AS400 I Series operations; troubleshoots and resolves problems.

Maintains department and city information technology security standards.

Coordinates with hardware and software vendors to resolve problems and develop solutions.

Administers information technology tools and software.

Documents information technology solutions and processes.

Completes professional development and training.

Performs related duties.

KNOWLEDGE SKILLS AND ABILITIES REQUIRED BY THE POSITION

Knowledge of information technology security principles and protocols.

Knowledge of computer hardware installation repair and maintenance principles.

Knowledge of computer software installation repair and maintenance principles.

Knowledge of end user support services principles.

Skill in troubleshooting and resolving computer hardware and software problems.

Skill in problem solving.

Skill in prioritizing and planning.

Skill in interpersonal relations.

Skill in oral and written communication.

SUPERVISORY CONTROLS

The Division Manager assigns work in terms of meeting department goals and objectives. The supervisor reviews work against goals responsible to the position through meetings reports and observation of department activities.

GUIDELINES

Guidelines include industry best practices manufacturer installation operations and repair manuals and department and city policies and procedures. These guidelines are generally clear and specific but require some interpretation in application.

COMPLEXITY/SCOPE OF WORK

The work consists of related technical duties. The variety of customer needs contribute to the complexity of the position.

The purpose of this position is to provide technical support for the installation repair and maintenance of the citys information technology systems. Successful performance contributes to the efficiency and effectiveness of a variety of city operations.

CONTACTS

Contacts are typically with coworkers vendors contractors and the public.

Contacts are typically to exchange information resolve problems and provide services.

PHYSICAL DEMANDS/ WORK ENVIRONMENT

The work is typically performed while sitting at a desk or table or while intermittently sitting standing walking bending crouching or stooping. The employee frequently lifts light and occasionally heavy objects climbs ladders uses tools or equipment requiring a high degree of dexterity distinguishes between shades of color and utilizes the sense of smell.

The work is typically performed in an office computer room stockroom warehouse and outdoors occasionally in cold or inclement weather. The employee may be exposed to dust dirt grease and machinery with moving parts.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY

None.

Minimum Qualifications

Graduation from an accredited* college or university with an Associates degree in Information Technology Computer Science Management Information Systems or closely related field.

Twelve (12) week internship with the City of Dothan (IT Department) preferred.

Bachelors degree from an accredited* college or university in Information Technology Computer Science Management Information Systems or closely related field preferred.

*Accredited through an agency recognized by the U.S. Department of Education (USDE) or the Council for Higher Education Accreditation (CHEA).

CONDITION OF EMPLOYMENT/PROMOTION/DEMOTION/TRANSFER

Employees are required to complete Certification of Understanding & Condition of Employment/Promotion/ Transfer/Demotion Form (Personnel department). Employees will also be required to complete the Information Technology Support Services Employee Confidentiality Agreement (IT department).

NECESSARY SPECIAL REQUIREMENTS

Possession of a valid driver license and acceptable driving record. (PBA 9/10/01)

Employees are required to complete Certification of Understanding & Condition of Employment/ Promotion/Transfer/Demotion form (Personnel department).
Employees are required to complete the Information Technology Support Services Employee Confidentiality Agreement (IT department).

Employees in this position are fingerprinted within 30 days of employment/promotion/ transfer/demotion.

An applicant for this position is subject to various background investigations up to and including a criminal credit past employment and reference checks.

An applicant for this position is subject to extensive background checks (since the age of majority) to determine eligibility and ensure requirements are met for this position.

Employees in this position are required to complete and pass the Criminal Justice Information System (CJIS) security training and exam annually after the initial training.

Employees in this position must pass a criminal background check every five (5) years after initial/pre-employment.

Employees are required to submit to Drug and Alcohol testing in accordance with the City of Dothan policy which includes pre-employment and random tests for the duration of employment in this position. (PBA 8/13/12)

Must meet the City of Dothans employment physical standard which includes drug/alcohol testing.

Application / Examination

Qualified applicants will be evaluated based on training and experience as documented on their application. This evaluation will comprise 100% of their final grade.

Applicants with a disability who feel they need accommodation should contact the Personnel Department in writing on or before the closing date of this advertisement by emailing .

An Equal Opportunity Affirmative Action Employer

Required Experience:

DescriptionThis position provides technical customer services support for city information technology end users.Major DutiesAnswers telephone and provides assistance to technology end users.Reviews prioritizes and completes work orders; enters tickets into ticket management system and monitors due d...