IT Technician

Lancaster County Government; Lancaster; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A local government agency in Scotland is seeking a Service Desk Technician to provide support for end users, troubleshoot hardware and software issues, and maintain IT infrastructure. The ideal candidate will have excellent customer service and communication skills, as well as a strong technical background. This is a full-time position requiring both remote and on-site support during standard work hours.

Qualifications

• Ability to troubleshoot hardware and software issues effectively.
• Communicate technical information clearly to non-technical users.
• Ability to perform lifting of up to 40 pounds.

Responsibilities

• Provide first and second-level remote and desk-side support.
• Document all service requests and actions taken.
• Perform preventative maintenance on IT assets.

Skills

Customer service

Troubleshooting

Communication

Technical knowledge

Education

High school diploma or equivalent

Tools

IT ticketing system

Remote assistance tools

Job description

Overview

Under the general supervision of the Service Desk Supervisor, this position serves as the principal owner of the service request, break-fix incident and project task lifecycles as well as overall end user satisfaction. This position provides first and second-level remote and desk-side support for desktop computers, laptops, mobile devices, printers, scanners and other peripherals. In addition to providing hardware support, this position supports the county’s standard software suite along with all vendor software. This role resolves and documents support requests, performs preventative maintenance, acts as a light training resource for non-technical staff and delivers quality and consistent day-to-day support to end users.

Responsibilities

• Troubleshoot hardware and software problems, complete repairs in a timely and efficient manner, and minimize recurrence of problems.
• Resolve and document all assigned service requests/incidents while effectively managing end user expectations and satisfaction.
• Effectively use remote assistance tools, vendor knowledge bases, the county’s ticketing system and other available tools to diagnose and repair end user issues within target time limits.
• Provide end users with regular communication regarding status of repairs/installs, including notification when repairs are complete; verify that repairs are satisfactorily completed.
• Communicate appropriate advice and techniques to end users to avoid future incidents of a similar nature when applicable.
• Interface with end users at all levels on application and desktop problems; escalate items as needed to senior IT personnel for root cause determination and resolution.
• Document all required information into the county’s ticketing system.
• Maintain complete inventory of desktop hardware and software.
• Perform preventative maintenance, including inspection and cleaning of workstations, printers, peripherals and site-specific checklists.
• Act as point of contact for vendor-related issues; triage end user troubles prior to escalation to vendor support.
• Install and maintain phone and data cabling infrastructure: patch panels, cabling, data jacks, etc.
• Model a high level of customer service; respond to voice mails and emails within defined timeframes, complete projects as committed, and assist other teams when appropriate.

Additional Job Functions

Performs related duties as required. Requires travel between buildings; may require evenings or weekends. Must be available for on-call.

Minimum Qualifications

To Perform Essential Job Functions

Physical Requirements: Tasks involve exerting very moderate physical effort in light work, including some lifting up to 40 pounds, and extended periods at a keyboard or workstation.

Data Conception: Ability to compare and judge observable characteristics of data, people or things.

Interpersonal Communications: Ability to communicate effectively with supervisors and others.

Language Ability: Ability to read policies, technical manuals and diagrams; prepare technical reports with proper format and grammar; communicate clearly.

Intelligence: Ability to apply logical thinking, learn complex principles, and make independent judgments in absence of supervision.

Verbal Aptitude: Ability to record and deliver information; explain procedures; communicate in technical and professional languages.

Numerical Aptitude: Ability to perform basic arithmetic and time calculations.

Form/Spatial Aptitude: Ability to inspect items for dimensions and read information visually.

Motor Coordination: Ability to coordinate hands and eyes with office equipment.

Manual Dexterity: Ability to operate keyboards and office tools with coordinated movements.

Color Discrimination and Visual Acuity: Ability to differentiate colors and read visual information; required for detailed inspection of parts and data.

Interpersonal Temperament: Ability to work under stress and adapt to emergency situations or tight deadlines.

Physical Communications: Ability to speak and hear effectively.

Performance Indicators

Knowledge of Job: Thorough knowledge of IT department procedures, hardware, software, and service delivery; ability to plan and prioritize and to provide professional user support.

Quality of Work: Maintain high standards of accuracy and clear communication; take corrective action when needed.

Quantity of Work: Efficiently meet established standards and expectations.

Dependability: Complete assigned work and be accountable for responsibilities.

Attendance: Regular attendance and adherence to leave policies.

Initiative and Enthusiasm: Self-starting approach to meet responsibilities with minimal supervision.

Judgment: Apply analytical judgment, identify alternatives, and implement decisions according to policy with minimal errors.

Cooperation: Accept directives and collaborate across teams; offer suggestions to improve cooperation.

Relationships with Others: Build cooperative relationships and maintain a positive image.

Coordination of Work: Plan, prioritize, and organize daily work; attend meetings and adhere to schedules.

Safety and Housekeeping: Adhere to safety and housekeeping standards.

Driving/Background: Must have valid driver’s license, clean driving record and ability to pass FBI/CJIS checks.