Desktop Support Technician

City of Lincoln; Westwood (MA); On-site; USD 44,000 - 50,000; Full time

Job summary

City of Lincoln is seeking a Deskside Support Technician to perform advanced service, repair, and installation of computer products, including hardware, software, printers, and PCs. The role provides frontline technical support and trains other team members.

Candidates should have strong communication skills, be able to work independently or in a team, and maintain professional appearance. Full-time, non-exempt position with on-site responsibilities.

Qualifications

• Strong verbal and written communication skills.
• Ability to explain product material to a variety of audiences at all levels of the business.
• Ability to work independently and as a member of a team.
• Effective interpersonal skills.
• Attention to detail, excellent organizational skills, and must possess solid customer service skills.

Responsibilities

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Primarily provides Tier 1 support as needed.
• Escalates problems and issues to a higher level of support as needed.
• Maintains and updates work order tickets in client’s ITSM tool (ServiceNow).
• Coordinates across multiple departments/vendors to provide support.
• Trains other technicians.

Skills

Communication skills

Teamwork

Customer service

Detail oriented

Professional appearance

Verbal communication

Education

High school diploma

Associates degree / 3 years tech exp

Job description

• Base Pay $21.00 - $24.00 / Hour
• Job Category Information Technology
• Industry utilities and energy
• Employee Type Full-Time Non-Exempt

Contact information

• Phone [phone]

Description

POSITION DESCRIPTION

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

POSITION SUMMARY

The Deskside Support Technician performs advanced service, repair, and/or installation of computer products, including system hardware, parts management, software, printers and PCs. The position provides technical support to customers on operational and maintenance aspects of system equipment and serves as the customer contact. Additionally, this role trains other employees on the team.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Performs routine and advanced computer hardware and software installations, maintenance tasks, troubleshoots, and repairs computer systems and peripheral equipment.
• Primarily provides Tier 1 support as needed.
• Escalates problems and issues to a higher level of support as needed. This includes service that exceeds response time, repair time, lack of parts, or any other issue that could impact customer satisfaction.
• Processes timely and accurate information to ensure compliance with vendor warranty requirements.
• Maintains the highest level of customer satisfaction by resolving all tangible problems and concerns.
• Adheres to client policies and procedures while maintaining the integrity of the customer’s data.
• Maintains and updates work order tickets in client’s ITSM tool (ServiceNow).
• Coordinates across multiple departments/vendors to provide support.
• Represents LTM in a professional and businesslike manner and communicates effectively with customers and associates.
• Interacts with the customer when responding to technical questions or requests for information.
• Supports the Team Lead and/or Supervisor with reporting and responsibility coverage.
• Trains other technicians.
• Other duties as assigned by management.

MINIMUM QUALIFICATIONS

Education

• Must have a high school diploma or equivalent; College degree in a related field is preferred.
• Associates degree or at least 3 years of technical or related experience

Experience

• Proficient in the troubleshooting and repair of various manufacturers’ laptops, desktops, printers, and peripherals.
• Working knowledge and hands‑on experience supporting handheld devices and/or mobile devices (iPads, iPhones, flip‑phones, etc.).
• Knowledge of industry quality standards.

Certifications (Preferred)

Qualifications / Skills Preferred

• Attention to Detail - Intermediate
• Printer Setup & Repair - Intermediate
• Problem Resolution - Intermediate

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Strong verbal and written communication skills.
• Ability to explain product material to a variety of audiences at all levels of the business.
• Ability to work independently and as a member of a team.
• Effective interpersonal skills.
• Attention to detail, excellent organizational skills, and must possess solid customer service skills.
• Maintain a professional dress code and general appearance.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Must be able to lift and carry at least 75 lbs.
• Must be able to stand for long periods of time.
• Must be able to walk for long distances.
• Must be able to sit at a computer for long periods of time.
• Must be able to work in a fast-paced environment.
• Manual dexterity to use keyboard to input information.

Conditions of Employment:

• Must pass background check.
• Must pass pre-employment drug test.
• Must maintain required certification levels.
• Must have reliable vehicle and maintain proper insurance while employed.

Behaviors Preferred

• Team Player: Works well as a member of a group
• Dedicated: Devoted to a task or purpose with loyalty or integrity
• Detail Oriented: Capable of carrying out a given task with all the necessary details to get the task done well

Motivations Preferred

• Self-Starter: Inspired to perform without outside help

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.