Service Desk Technician I, II, & Senior

City of McKinney; TX R14 WELS (ME); On-site; USD 58,000 - 101,000; Full time

Job summary

An established industry player is seeking a dynamic Service Desk Technician to join their team. This role offers an exciting opportunity to provide tier 2 support for hardware and software, ensuring the highest quality service for a rapidly growing community. You will be instrumental in managing incidents, creating knowledgebase articles, and deploying Windows operating systems. This position is perfect for someone who thrives in a fast-paced environment and is passionate about technology and customer service. Join us in making a meaningful difference in the lives of others while advancing your career in municipal technology.

Benefits

Health Insurance

Retirement Plan

Paid Time Off

Training and Development

Flexible Schedule

Qualifications

• Experience in providing tier 2 technical support for hardware and software.
• Knowledge of Microsoft SCCM for deployment and management.
• Ability to create knowledgebase articles and manage inventory.

Responsibilities

• Provide effective technical support for hardware and software issues.
• Document all activities in the departmental ticketing system.
• Manage and monitor internal assets for accurate inventory.

Skills

Technical Support

Troubleshooting

Microsoft Office

Customer Service

SCCM

Active Directory

Windows OS

iOS

Documentation

Education

Associate's Degree in Computer Science

Bachelor's Degree in Computer Information Systems

Tools

Microsoft System Center Configuration Manager (SCCM)

Microsoft Intune

Job description

Depending on experience, education, and qualifications, applicants may be hired as Service Desk Technician I, Service Desk Technician II, Senior Service Desk Technician.

FULL PAY RANGE – Service Desk Technician I
$58,028.65 - $84,143.50 Annually

FULL PAY RANGE – Service Desk Technician II
$63,368.37 - $91,886.28 Annually

FULL PAY RANGE – Senior Service Desk Technician
$69,200.00 - $100,342.34 Annually

WORKING FOR THE CITY OF MCKINNEY

Working for the City of McKinney is more than a job. It is an opportunity to make a meaningful difference in the lives of others. It is also an opportunity to have a hand in the development of one of the fastest growing communities in the nation. In 2014, our community was named “The #1 Best Place to Live in America.” Although proud of that honor, everyone on our team is committed to making McKinney an even better place to live, work and raise a family. That’s why we exist.

OUR CORE VALUES

City of McKinney employees work hard and at a very fast pace. However, we also look after and support one another. All of us are guided by four employee-inspired values – Respect, Integrity, Service, and Excellence (RISE). We are also supported by servant-based leaders who foster and support a healthy, family-oriented culture. All new employees are expected to embrace and live by our core values and commit to helping us sustain our exceptional work environment as a high-performance organization (HPO).

SUMMARY OF POSITION

It is our goal to become one of the leaders in municipal technology delivery and our intent to hire competent, knowledgeable, dynamic, self-motivated, and action-oriented talent to help us meet our goal. This is the opportunity for the right individual to use creativity to deliver solutions that will have a direct impact on a dynamic, rapidly growing city.

The Service Desk Tech II will provide tier 2 support for all City of McKinney hardware and software. The Service Desk Tech II follows escalation procedures to ensure both internal and external customers receive the highest quality of service with the quickest possible results. The position is responsible for the day-to-day routing of incidents and requests to proper teams, creating knowledgebase articles, and managing the inventory system. Relies on experience and judgment as well as pre-established procedures and instructions to identify, research and resolve technical problems presented through Level I Help Desk tickets. Performs related work as required.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Works with end users to provide competent, reliable, and effective technical support for hardware and software related issues.
• Documents and logs all work-related activity in departmental service support ticketing system and facilitate best practices for customer service support.
• Develops, deploys, and maintains custom Windows Desktop Operating System Images.
• Creates and maintains application and OS deployment packages in Microsoft System Center Configuration Manager (SCCM).
• Improves system performance by identifying problems and recommending changes.
• Builds professional relationships with internal staff and customers.
• Complies with all city policies and procedures.
• Adheres to assigned work schedule as outlined in city and department attendance policies and procedures.
• Ensuresall calls and tickets are effectively managed and owned through resolution and closure.
• Researchesand identifiessolutions to hardware and software related issues.
• Developsand maintainsknowledgebase articles.
• UtilizesSCCM to push out software and image client machines.
• Manages and monitors internal assets to ensure accurate inventory records.
• Followsup with clients to ensure their systems are fully functional after incident resolution.
• Providesexcellent customer service to all clients.
• Remotelymanagesclient computers; Managesmobile devices using Microsoft Intune.
• Provides24x7 on-call support.
• Complies with all city policies and procedures.

OTHER JOB FUNCTIONS:

• Perform other duties as assigned or directed by management.

KNOWLEDGE, SKILLS, ABILITIES, AND BEHAVIORS

• Ability to embrace and embody the city’s core values of Respect, Integrity, Service, and Excellence (R.I.S.E.).
• Advanced knowledge of Microsoft Office products (i.e., Word, Excel, and Power Point).
• Skill in troubleshooting and problem solving.
• Skill in performing remote deployments of Microsoft Operating Systems.
• Skill in working with and administering Microsoft System Center Configuration Manager (SCCM).
• Skill in managing Microsoft Active Directory Group Policy Objects (GPOs) and organizational units (OUs).
• Skill in managing user profiles, rights, and permissions in Microsoft Active Directory.
• Skill in working with and managing Microsoft Print Services.
• Skill in providing excellent customer service.
• Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect.
• Ability to build professional relationships with internal staff and customers.
• Offer flexibility and adaptability, especially during times of change.
• Communicate effectively both orally and in writing.
• Ability to communicate technical information, both verbal and written to a wide range of end-users.

MINIMUM QUALIFICATIONS

Equivalent to an Associate’s Degree in a computer-related field of study of three (3) years of relevant work experience, which should include experience working with Windows 8.1, 10, and iOS. Must possess A+ certification or ability to obtain within six months of hire.

Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications may be an acceptable substitute for the above specified education and experience requirements.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in computer information systems or a related field of study.
• Network+ and Security+ certifications.
• Experience working in public sector.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication skills.

CONDITIONS OF EMPLOYMENT

• Must pass a drug screen and background check.
• Must have Class C Texas Driver’s License.
• Must pass Criminal Justice Information Services (CJIS) certification.

Required Qualifications:

MINIMUM QUALIFICATIONS - Service Desk Technician I #9446

Equivalent to an Associate’s Degree in a computer-related field of study of 1-2 years of relevant work experience, which should include experience working with Windows 8.1, 10, and iOS. Must possess A+ certification or ability to obtain within six months of hire.

Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications may be an acceptable substitute for the above specified education and experience requirements.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in computer information systems or a related field of study.
• Network+ and Security+ certifications.
• Experience working in public sector.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication skills.

MINIMUM QUALIFICATIONS _- Service Desk Technician II #9448

Equivalent to an Associate’s Degree in a computer-related field of study of three (3) years of relevant work experience, which should include experience working with Windows 8.1, 10, and iOS. Must possess A+ certification or ability to obtain within six months of hire.

Any work-related experience resulting in acceptable proficiency levels in the above Minimum Qualifications may be an acceptable substitute for the above specified education and experience requirements.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in computer information systems or a related field of study.
• Network+ and Security+ certifications.
• Experience working in public sector.
• Hands on experience with diagnosing and resolving basic technical issues.
• Excellent communication skills.

MINIMUM QUALIFICATIONS - Senior Service Desk Technician #9449

Any work-related experience resulting in acceptable proficiency levels in the below Minimum Qualifications may be an acceptable substitute for the below specified education and experience requirements.

Bachelor’s Degree in computer information systems or related field of study and a minimum of 4 years of work experience. Must possess valid A+, Network+, and Security+ certifications, ability to Obtain ITIL Foundation certificate within first year of employment, Experience working with the modern Windows Operating Systems, Microsoft Applications, and IOS.

PHYSICALDEMANDS

Tasks require the ability to exert moderate, though not constant physical effort, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 50 pounds). Some tasks require the ability to perceive and discriminate visual cues or signals. Some tasks require the ability to communicate orally.

WORK ENVIRONMENT

Essential functions are regularly performed without exposure to adverse environmental conditions.

The above statements describe the general nature and level of work being performed as of the date of preparation and approval. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position. Employees holding this position will be required to perform any other job-related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

The City of McKinney is an equal opportunity employer (EOE) committed to an alcohol / drug free workplace and to providing equal opportunities regardless of age, race, color, gender, religion, national origin, marital status, veteran status, disability or any other legally protected status.