IT Technician I

City of Santa Fe Springs

Lancaster (SC)

On-site

USD 42,000 - 56,000

Full time

35 hours ago

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Benefits offered by this job

Health & Dental Insurance

Vision Insurance

Retirement / PORS

Long Term Disability

Family Medical Leave

Paid Leave & Sick Time

Bi-weekly Pay Schedule

On-site Health Clinic

Employee Wellness Programs

YMCA Discount

Lunch & Learn Programs

401k / Deferred Comp options

Short Term Disability

Parental Leave

Tuition Reimbursement

Job summary

City of Santa Fe Springs IT Department is seeking an IT Technician I to provide first- and second-level support to county employees. You will handle service requests and incidents from initial receipt to resolution or escalation, using remote tools and on-site visits as needed.

Responsibilities include supporting desktops, laptops, mobile devices, printers, scanners, and vendor applications; performing preventive maintenance; assisting with deployments and asset management; and maintaining

Qualifications

High school diploma or GED required; technical degree preferred.
1–2 years of helpdesk or technical support experience desired.
Excellent oral, written and customer service skills.
Valid driver's license with clean driving record.

Responsibilities

Troubleshoot hardware and software problems and complete repairs promptly.
Manage and document service requests and incidents in the ticketing system.
Communicate status to end users and escalate to senior IT as needed.
Provide remote and deskside support for desktops, laptops, mobile devices, printers.
Assist with deployments, asset management, and documentation.
Install and maintain phone and data cabling infrastructure.

Skills

Customer service

Technical support

Helpdesk experience

Oral communication

Written communication

Driver's license

Education

High school diploma or GED

Technical degree preferred

Tools

Ticketing system

Job description

Description

Under the general supervision of the Service Desk Supervisor, the IT Technician I provides first- and second-level technical support to County employees. The position is responsible for managing assigned service requests, incidents, and project tasks through resolution or appropriate escalation while maintaining a high level of end-user satisfaction. Duties include remote and deskside support for desktop computers, laptops, mobile devices, printers, scanners, peripherals, County-standard software, and supported vendor applications. The position also performs preventive maintenance, assists with technology deployments and asset management, provides basic technical guidance and training to non-technical staff, and maintains accurate support documentation.

Description

Examples of Duties

Troubleshoot hardware and software problems, completing repairs in a timely and efficient manner, ensuring minimal recurrence of problems. Resolve and document all assigned service requests/incidents while effectively managing end user expectation and satisfaction. Effectively use remote assistant tools, vendor knowledge bases, the county's ticketing system and other available tools as needed to diagnose and repair end user issues within target time limits.

Provide end users with regular communication regarding status of repairs/installs, including notification when repairs are complete; verifies with end users that repairs are satisfactorily completed. Communicate with end user appropriate advice and techniques to avoid future incidents of a similar nature as applicable.

Interface extensively with end users of all levels on all application and desktop problems, escalating items as needed to senior IT personnel for root cause determination and resolution.

Appropriately document all required information into the county's ticketing system.

Responsible for maintaining complete inventory of desktop hardware and software.

Act as point of contact for vendor related issues; triage all end user troubles prior to escalating to vendor support.

Responsible for installing and maintaining phone and data cabling infrastructure: patch panels, cabling, data jacks, etc.

Model the high level of customer service expected of all associates including responding to voice mails and emails within organizationally defined timeframes, completing projects as committed, responding to others' feedback appropriately, and making optimal use of organizationally limited resources by offering assistance to other functional teams when appropriate.

Typical Qualifications

Requires a high school diploma or GED, technical degree preferred; one to two years of experience in a helpdesk or technical support environment highly desired. An equivalent combination of education and professional experience may be substituted. Excellent oral, written and customer service skills. Must have valid driver's license with clean driving record.

Equal Opportunity Employer

State of South Carolina Blue Cross Blue Shield Health & Dental Insurance
Eyemed Vision Insurance
SC State Retirement /Or PORS Retirement System for eligible Public Safety positions
Long Term Disability
Family Medical Leave
Paid Annual Leave and Sick Time (accrued bi-weekly)
Bi-weekly Pay Schedule
On-site Health Clinic
Employee Wellness Programs
Discount YMCA Membership
Lunch & Learn Programs
Optional 401k and Deferred Comp Plans
Optional Short Term Disability (Colonial Life)
Paid Parental Leave
Tuition Reimbursement