Desktop Technician I

City-of-Fargo; Fargo (ND); On-site; USD 25,000 - 39,000; Full time

Job summary

The City of Fargo is seeking a Desktop Technician I to support the City's hardware and software infrastructure under IS supervision. You will install, configure, maintain and troubleshoot computers, monitors, peripherals and apps, while documenting procedures and assets.

This entry‑level role requires an Associate’s degree or equivalent experience and frequent travel to remote locations. Strong customer service, Windows OS and MS 365 knowledge help desk skills are essential as you collaborate

Qualifications

• Knowledge of modern Service Desk/Help Desk ticketing workflows and best practices
• Knowledge of Windows Operating systems
• Knowledge of Microsoft 365 Core Office applications - Word, Excel and Access - sufficient to provide advice and guidance on technical questions
• Skill in diagnosing, installing, maintaining and repairing hardware and software configurations
• Skill in interpersonal communication, establishing positive working relationships with coworkers, supervisors and others
• Ability to organize, prioritize and manage a high volume of support requests effectively under tight timelines
• Ability to collaborate proactively with other functional IS teams to foster teamwork and deliver outstanding customer service
• Ability to provide customer service and communicate effectively both orally and in writing

Responsibilities

• Provides support for technical equipment, including hardware and software, and performs installation, configuration and troubleshooting of computers, monitors, peripherals and software applications.
• Resolves assigned IS service tickets promptly to ensure hardware and software remain operational and properly maintained.
• Collaborates directly with end-users to troubleshoot technical issues, provide basic user training and ensure optimal system performance.
• Test new and existing hardware and software to ensure performance and security compliance.
• Configure and deploy new workstation assets to keep the organization’s hardware lifecycle schedule on track.
• Maintains accurate technical documentation, including installation guides, knowledge base articles and support files
• Diligently tracks, audits and updates the organizations IS fixed asset inventory;
• Support employee onboarding, offboarding and device refresh and technology lifecycle processes by preparing, deploying, recovering and documenting assigned equipment.
• Communicates courteously and professionally and maintains working relationships with others in carrying out job functions.
• Interact frequently and professionally with personnel across various departments to exchange detailed technical information and resolve issues;
• Deliver exceptional customer service to all customers;
• Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
• Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
• Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
• Identifies, reports and when applicable mitigate potentially unsafe workplace conditions, escalating them to a supervisor in a timely manner;
• Performs other duties, special projects and activities as assigned by leadership.

Skills

Service Desk workflows

Windows OS

Microsoft 365

Hardware troubleshooting

Customer service

Interpersonal communication

Ticketing systems

Education

Associate’s degree in CS/IT or related field

Job description

Under general supervision by the IS Manager, the Desktop Technician I provides technical support for the City’s hardware and software infrastructure. This role is responsible for the installation, configuration, maintenance, and troubleshooting of computers, monitors, peripherals and software applications. The incumbent must utilize logical reasoning and sound judgement based on training and experience to deliver effective solutions that align with established IT standards.

Scope of Responsibility:

The Desktop Technician I is an entry-level position with limited responsibility for providing information and guidance to other team members. Approximately 50% to 75% of an incumbent’s time is spent resolving user technical questions and issues. The incumbent also may participate in projects related to system-wide rollouts and updates.

Essential Duties and Responsibilities:

1. Provides support for technical equipment, including hardware and software, and performs installation, configuration and troubleshooting of computers, monitors, peripherals and software applications.
   1. Resolves assigned IS service tickets promptly to ensure hardware and software remain operational and properly maintained;
   2. Collaborates directly with end-users to troubleshoot technical issues, provide basic user training and ensure optimal system performance;
   3. Test new and existing hardware and software to ensure performance and security compliance;
   4. Configure and deploy new workstation assets to keep the organization’s hardware lifecycle schedule on track;
   5. Maintains accurate technical documentation, including installation guides, knowledge base articles and support files
   6. Diligently tracks, audits and updates the organizations IS fixed asset inventory;
   7. Support employee onboarding, offboarding, device refresh and technology lifecycle processes by preparing, deploying, recovering and documenting assigned equipment;
2. Communicates courteously and professionally and maintains working relationships with others in carrying out job functions.
   1. Interact frequently and professionally with personnel across various departments to exchange detailed technical information and resolve issues;
   2. Deliver exceptional customer service to all customers;
3. Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
   1. Knows and follows department and city rules as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
   2. Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
   3. Identifies, reports and when applicable mitigate potentially unsafe workplace conditions, escalating them to a supervisor in a timely manner;
4. Performs other duties, special projects and activities as assigned by leadership.

The job requires an Associate’s degree in computer science, Information Technology or related technical field, or a combination of education and one (1) or more years of experience sufficient to successfully perform the essential duties of the job such as those listed above. A valid driver’s license or evidence of equivalent mobility is also required.

Knowledge, skills and ability include:

• Knowledge of modern Service Desk/Help Desk ticketing workflows and best practices
• Knowledge of computer hardware and related software
• Knowledge of Windows Operating systems
• Knowledge of Microsoft 365 Core Office applications - Word, Excel and Access - sufficient to provide advice and guidance on technical questions;
• Skill in diagnosing, installing, maintaining and repairing hardware and software configurations
• Skill in interpersonal communication, establishing positive working relationships with coworkers, supervisors and others
• Ability to organize, prioritize and manage a high volume of support requests effectively under tight timelines
• Ability to collaborate proactively with other functional IS teams to foster teamwork and deliver outstanding customer service
• Ability to provide customer service and communicate effectively both orally and in writing

This job is performed in a normal office environment. Frequent travel to remote locations is required. Activities the incumbent must perform include fingering, talking, hearing/listening, seeing/observing and using repetitive motions.

Medium Work: This job is rated for Medium Work, meaning that the incumbent must be able to exert up to 60 pounds of force occasionally and/or up to 20 pounds of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body.

Some requirements in this job description may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees. All requirements are subject to modification to reasonably accommodate individuals with disabilities.

Requirements are representative of minimum levels of knowledge, skills, and experience required. To perform this job successfully, the worker must possess the abilities and aptitudes to perform each duty proficiently.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship. The City Administrator retains the discretion to add duties or change the duties of this position at any time.