ES- SERVICE DESK TECHNICIAN

City of Coppell; Coppell (TX); On-site; USD 48,000 - 71,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Technician to join their dynamic Enterprise Solutions team. In this pivotal role, you will provide essential technical support, addressing hardware, software, and network challenges. Your expertise in troubleshooting and customer service will ensure that internal users receive exceptional assistance. If you are passionate about technology and eager to contribute to a collaborative environment that keeps the organization running smoothly, this opportunity is perfect for you. Join a team committed to delivering innovative solutions and enhancing service delivery.

Qualifications

• 1+ years of IT support experience in a help desk environment.
• Strong understanding of Windows OS and common desktop hardware.

Responsibilities

• Provide front-line technical support for hardware and software issues.
• Ensure exceptional service to internal users and resolve network issues.

Skills

Troubleshooting

Customer Service

Analytical Thinking

Communication

Education

High School Diploma

Associate's Degree or Technical Certification

Tools

Microsoft 365

Active Directory

IT Service Management Tools

Job description

Deliver Solutions. Empower Users. Support What Matters.

The City of Coppell is hiring aService Desk Technician to provide front-line technical support for our Enterprise Solutions team. This role is responsible for resolving hardware, software, and network issues, supporting system deployments, and ensuring exceptional service to internal users. Ideal candidates bring strong troubleshooting skills, a customer-focused mindset, and a desire to contribute to a collaborative, service-driven team that keeps the City connected and running smoothly.

Opportunity Description

To view the full scope of this opportunity, including essential job functions, CLICK HERE !

Pay Plan

This opportunity is exempt and on Pay Grade #9. The full Pay Grade Range is shown for growth and development opportunities within the grade. Salary determination is supported by budget availability and qualifications of the candidate to maintain internal equity.

Hiring Range: $23.28-$33.75

• Min $23.28 ($48,423)

• Mid $28.51 ($59,308)

• Max $33.75 ($70,193)

Candidate Engagement Plan
This is our anticipated plan and is subject to change.

May 9-26:Accepting Applications
May 27-30: Application Material Review and Technical Phone Screenings
June 2-6: Candidates invited to move forward in the next step of our hiring process will be invited to complete a DISC Assessment and participate in a panel interview.
June 9-13:Interview Experience

For application support, or to check the status of your application, contact the Employee Experience Team by calling 972-304-3699.

Experience

Required

• High school diploma or equivalent.

• 1+ years of IT support experience in a help desk or technical support environment.

• Strong understanding of Windows OS, MacOS, Microsoft 365, and common desktop hardware.

Preferred

• Associate’s degree or technical certification (e.g., CompTIA A+, ITIL Foundation).

• Experience with IT service management/ticketing tools.

• Familiarity with Active Directory, Group Policy, or SCCM/Intune.

• Previous experience in municipal government or public sector IT.

Knowledge/Skills/Abilities

• Knowledge of the English language with the ability to communicate clearly and professionally in both oral and written forms.

• Skill in explaining technical issues and training end users on computer operations in a clear, user-friendly manner.

• Skill in troubleshooting technical problems and applying analytical thinking to develop effective solutions.

• Skill in delivering excellent customer service and engaging in professional, courteous interactions.

• Ability to communicate effectively, listen actively, and collaborate in a team-oriented environment.

• Ability to prioritize tasks and manage workload independently or as part of a team.

• Ability to work independently after hours and while on call, without supervision.

Our Mission

Enterprise Solutions' mission is to deliver proven technology solutions and services through innovation and continuous improvement. We will do this by developing standards, policies and practices designed to deliver efficiency and improve service delivery.

It is the mission of the Enterprise Solutions Department to provide and maintain all types of information technology for the governing body of the City of Coppell. These facilities include, but are not limited to voice, data, and video systems and the information maintained within those systems. In addition, this department coordinates the overall direction of technology and communications as desires and needs arise from other departments or divisions and Directional Boards, Commissions, or Committees.

Our Team

• Director of Enterprise Solutions
• Assistant Director of Enterprise Solutions
• Information Security Engineer
• Solutions Delivery Manager
• Senior Systems Administrator
• Systems Administrator
• Solutions Architect/Integrators
• Senior Audio/Video Technician
• Administrative Services Coordinator
• Service Desk Technician