Support Technician III

City of Broken Arrow; Broken Arrow (OK); On-site; USD 42,000 - 58,000; Full time

Job summary

City of Broken Arrow is seeking an IT Help Desk Technician to provide technical assistance, install and maintain software and systems, and guide Help Desk Technicians. This non-exempt, safety-sensitive role supports staff with desktop hardware, software, and network needs.

The position requires a Bachelor's degree in IT or related field, with 1+ year of Help Desk experience or 5+ years of relevant work. A valid Oklahoma Class D Driver's License is preferred.

Qualifications

• Bachelor's degree in Information Technology or related field required.
• 1+ year IT Help Desk or related experience OR 5+ years IT Help Desk or related experience.
• Equivalent education, training, and experience may be considered.

Responsibilities

• Assist staff with installation, configuration, and ongoing usability of desktop computers, peripherals, and software.
• Answer help desk phone calls and emails.
• Assist end-users with hardware and software problems.
• Receive assets and move equipment between facilities; execute replacement activities.
• Update the asset management system with performed work.
• Perform minor desktop hardware repairs not covered by vendor maintenance.
• Coordinate repair of PC equipment under maintenance agreements.
• Participate in on-call rotation for after-hours and weekend support.
• Provide IT support at Council meetings on a rotating basis.
• Train and orient users on hardware and software use.
• Assist with installing LAN cabling systems and equipment (NICs, hubs, switches).
• Terminate, test, and repair network cabling in city buildings.
• Configure, install, test, and update Windows OS images for city PCs.
• Set up and break down projectors and laptops for meetings.
• Perform other duties as assigned.

Skills

Help desk support

Desktop hardware

Networking basics

Customer service

Phone & email support

Education

Bachelor's degree in Information Technology or related field

Tools

Asset management system

Windows OS imaging

Job description

Location: 1200 Information Technology
Pay Grade: A14
FLSA Status: Non-exempt

Under general supervision, provides technical assistance for users, installs, and maintains computer software and systems, provides configuration and guidance for Help Desk Technicians.

*This position performs duties deemed to be “safety sensitive\" and is therefore subjected to random drug testing under the City’s policies*

• Assists staff with the installation, configuration, and ongoing usability of desktop computers, peripheral equipment and software applications.
• Answers help desk phone calls and emails.
• Assist end-users with hardware and software problems.
• Receives assets, moves equipment within and/or between facilities, executes equipment replacement activities.
• Updates the asset management system to reflect work performed.
• Performs minor desktop hardware repair for PC computer equipment and peripherals that are not covered by vendor maintenance agreements.
• Coordinates timely repair of PC equipment covered by maintenance agreements.
• Participates in the on-call rotation for after hours and weekend support.
• Provides IT support at Council meetings on a rotating basis.
• Trains and orients users on use of hardware and software.
• Assists with installing local area network cabling systems and equipment such as network interface cards, hubs, and switches.
• Terminates, tests, and repairs network cabling throughout city buildings and facilities.
• Configures, installs, tests, repairs an updates Windows operating system images for city desktop and laptop PC environment.
• Provides set-up and take-down of projectors and laptops at special meetings.
• Performs other duties as assigned.

Must possess a bachelor's degree in Information Technology, or related field, and a minimum of one (1) year of IT Help Desk or related work experience OR a minimum of five (5) years of IT Help Desk or related work experience, or an equivalent combination of education, training, and experience relevant to the position. Possession of or ability to readily obtain a valid Oklahoma Class D Driver's License.

Tasks involve the ability to exert moderate physical effort in medium work, typically involving some combination of balancing, climbing, crawling, crouching, feeling, fingering, handling, hearing, kneeling, mental acuity, reaching, repetitive motion, speaking, standing, talking, visual acuity, walking and which involves some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up 5 0 pounds). Tasks may involve extended periods of time at a keyboard or workstation.