Information Technology Desktop Support

City of Millbrook; Millbrook (AL); On-site; USD 42,000 - 54,000; Full time

Job summary

City of Millbrook is seeking a Desktop Technician to serve as the first contact for hardware, software, and communications issues across City systems. You will document, respond, and resolve most technical problems for end-users while supporting networks and disaster recovery documentation.

The role requires user-focused service, strong Windows and Office knowledge, and the ability to work evenings, weekends, and overtime as needed.

Qualifications

• Associates degree required; bachelor’s preferred.
• Two years in technical support for end-users on Windows and Office.
• Strong interpersonal and written/oral communication skills.
• Ability to prioritize and handle multiple tasks.
• Willing to work nights, weekends, and overtime.

Responsibilities

• Coordinate and respond to calls for assistance and resolve problems with minimal user inconvenience.
• Monitor, log and track technical problems and assist end-users.
• Troubleshoot and resolve the majority of technical problems for end-users.
• Support telecommunications setup and configuration.
• Provide primary Help desk support.
• Install hardware upgrades and troubleshoot equipment.
• Install and configure software on computers and laptops.
• Train users on software and application use as needed.

Skills

Technical support

Windows OS

Microsoft Office

Customer service

Communication

Teamwork

Education

Associates degree in IT

Bachelor's degree preferred

IT certifications

Job description

The Desktop Technician's primary responsibility is to act as the first tier contact for users who have hardware, software, and communications issues. This individual will document, respond and resolve the majority of technical problems with end-users. The Desktop Technician will also assist in maintaining and administering the City's computer and telecommunications networks, including hardware set-up, user administration, virus and malware monitoring. The individual will also maintain system documentation, procedures, disaster recovery plans, and user training.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Coordinate and react to calls for assistance, resolving technical problems with a minimum amount of user inconvenience.
• Monitor, log and track technical problems, and respond to other end-user difficulties.
• Trouble-shoot and resolve majority of technical problems with end-users.
• Support telecommunications issue(s), logging and troubleshooting.
• Provide primary Help desk support.
• Install hardware upgrades and trouble-shoot faulty equipment.
• Install and configure software on computers and laptops.
• Assist in telecommunications set-up and configuration.
• Monitor, document virus and malware occurrences and resolve issues.
• Train users on software and application use as needed

Minimum Qualifications

Associates Degree in information technology related field is required. Bachelor's degree is preferred.
Advanced training and current certifications in information technology desired.
Must be lawfully eligible to work in the United States.
A criminal background check will be performed for this position.
Must have a valid Alabama driver's license.
Knowledge, Skills and Abilities:
Two (2) years, experience in technical support of end-users on Microsoft Windows including Microsoft Office Applications and operating system(s).
Strong interpersonal skills, written and oral communication skills.
Proven analytical, evaluative, and problem-solving abilities.
Ability to effectively prioritize and execute tasks in an efficient manner.
Able to work in a team-oriented, collaborative environment.
Must be able to effectively deal with the public and other government agencies in a professional and courteous manner.
Ability to consistently deliver excellent customer service, internally and externally.
Ability to manage multiple priorities simultaneously and complete tasks with minimal supervision.
Must be detail oriented and self-motivated.
Strong organizational skills.
Strong communication skills including writing, speaking, and non-verbal.
Knowledge or the ability to acquire knowledge of all city and departmental policies and procedures.
Must be able to maintain confidentiality of information.
Must have the ability to sit at a desk for long periods of time.
Individuals in this position must be willing to work nights, weekends, and overtime.
Must be punctual, dependable, follow instructions, and respond to management direction.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Prolonged periods of time sitting and standing. Must be able to lift up to 30 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The work environment may become stressful at times.