Computer Technician

City of Leesburg; Leesburg (FL); On-site; USD 42,000 - 52,000; Full time

Job summary

The City of Leesburg is seeking an IT Help Desk Specialist to provide frontline support for City departments. You will troubleshoot hardware and software, manage content for internal and external postings, and coordinate IT equipment deployment.

Candidates should have an Associate degree and experience with Active Directory, Exchange/Outlook, and ADA compliance. Strong communication and problem-solving skills are essential for success.

Qualifications

• Experience delivering front-line IT support and help desk services.
• Experience with website content and social media management.
• Proficiency in Microsoft Office and Adobe Acrobat.
• Knowledge of ADA website compliance.

Responsibilities

• Responds and documents all telephone calls, walk-ins and e-mail messages to Help Desk.
• Provide primary support via manning the City’s Help Desk operations.
• Documents all incoming trouble tickets and route to appropriate staff for resolution.
• Provide routine support for computer-related issues for City staff.
• Operate Service Desk software and follow up on outstanding issues as needed.
• Maintain and coordinate user accounts and security.
• Install and configure PCs and peripherals.
• Coordinate deployment of IT equipment.
• Maintain website content and ADA compliance.

Skills

Customer support

Strong communication

Multi-tasking

Content management

Problem solving

Education

Associate degree in Business/Computer Technology

Tools

Active Directory

Exchange/Outlook

Help Desk software

Content Management System

ADA compliance

Job description

This class is responsible for serving customers, answering phones, data entry, website content management, troubleshooting and installation of software and hardware on computer system. Primary responsibility will be to support the City of Leesburg Departments by providing the following services: Identify software and hardware problems. Coordinate communications with departments for integration of solutions for the best possible use of City computer resources. Coordination and deployment of IT equipment. Perform specialized technical work in providing technical support and consultation. Work involves installing and customizing operating systems, administering cellular and mobile data/devices, correcting problems with software and hardware, content management for internal and external postings, and assisting other City personnel with problem resolution.

• Responds and documents all telephone calls, walk-ins and e-mail messages to Help Desk.
• Provide primary support via manning the City’s Help Desk operations.
• Responds and documents all telephone calls, walk-ins and e-mail messages to Help Desk.
• Documents all incoming trouble tickets and route to appropriate staff for resolution
• Provide routine support for computer-related issues of City and Public Safety staff.
• Operates Service Desk software and performs follow-up of outstanding issues as needed.
• Active Directory user basic management/ Familiar with Exchange for users (Outlook)
• Escalates more complex situations to second-tier problem resolution staff when necessary
• Troubleshoots computer programs to improve operations management or provide information.
• Install new PCs, associated software, and/or peripherals.
• Diagnose equipment, software, operating systems, cabling issues, and network installs as required.
• Utilize software-reporting tools to create and distribute pertinent statistical reports to departmental administrators and supervisors.
• Assist in evaluating existing City software and hardware to make recommendations toward improvements and coordination between City departments.
• Follow IT procedures for personnel to ensure a professional and timely response to software and hardware support requests.
• Maintain and coordinate computer software and hardware update requests ensuring the proper guidelines for update are followed and documented for warranty and billing requirements.
• Support and maintain user account information including rights, security and system groups.
• Considerable knowledge of principles, practices, and methodologies of operating a computing system.
• Ability to communicate effectively, both orally and in writing.
• Maintain Content Management System of all image updates.
• Maintain existing website in conjunction with staff editors to ensure policy conformity and ADA compliance.
• Organizes, analyzes, examines or evaluates content or information for publishing and may remediate or prescribe action based on such data or information.
• Performs related work as required.

• Requires Associate Degree in Business/Computer Technology or similar field; or an equivalent combination of education and experience that provides the required knowledge skills, and abilities. Requires experience in website content and social media management, Helpdesk tasks to include but not limited to answering phones, documenting trouble calls and the ability to solve low level technical and functional issues related to City systems, Required Skills include above average Microsoft Office Suite knowledge, above average Adobe Acrobat Skills and knowledge of ADA website compliance laws. Ability to follow detailed instructions and multi task. Must be a self-starter with the ability to work independently and make logical decisions.
• Requires a valid State of Florida driver license and a satisfactory driving record as a condition of initial and continued employment.
• Requires passing a Level 2 Background screening.
• Must obtain a Criminal Justice Information Services (CJIS) certification within six months of employment.
• Must Obtain CompTia A+ post 2019 within 1 year of hire date.