City of Maricopa Maricopa, AZ 85138
IT Desktop Support Technician
IT Desktop Support Technician
$44,907.20 - $52,000.00 Annually
9/30/2020 5:00 PM Arizona
The Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain service expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
The anticipated salary range for this position is $44,913 to $52,000, depending on education and experience. The City of Maricopa offers participation in the Arizona State Retirement System, health insurance for the entire family, and other competitive benefits including a four-day work week.
COME BUILD A CITY WITH US…..
The City of Maricopa is an Equal Opportunity / Reasonable Accommodation employer. The City does not discriminate on the basis of race, color, gender identity, sexual orientation, religion, national origin, familial status, age, disability, and United States military veteran status. Pursuant to the Americans with Disabilities Act, the City will make a reasonable accommodation(s) during the recruitment & selection process. Persons with a disability may request a reasonable accommodation by contacting Human Resources at firstname.lastname@example.org. Requests should be made as early as possible to allow time to arrange the accommodation.
Essential Duties & Responsibilities
The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Employees may be requested to perform job-related tasks other than those specifically presented in this description.
+ Provide first contact support of incoming requests to the service desk via telephone, web portal, email, walk ups, and chat to ensure courteous, timely, and effective resolution of end-user issues.
+ Alert management to emerging trends in incidents.
+ Deploy pre-packaged software using distribution tools and processes as requested by end users.
+ Build rapport and elicit problem details from service desk customers.
+ Prioritize incidents and service requests.
+ Escalate incidents with accurate documentation to the suitable technician, when required.
+ Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
+ Use remote tools and diagnostic utilities to aid in troubleshooting.
+ Research solutions through internal and external knowledgebase as needed.
+ Identify and learn appropriate software and hardware used and supported by the organization.
+ Perform hands-on fixes at the client device level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
+ Test fixes to ensure an incident has been adequately resolved.
+ Track problems causing incident for root-cause resolution.
+ Develop user documentation and FAQ lists for end users.
+ Contribute to technician knowledgebase as needed.
+ Reinforce SLAs to manage end-user expectations.
+ Provide suggestions for continual improvement.
+ Other duties as assigned.
Minimum and Preferred Entrance Qualifications
Education and Experience
+ A high school diploma (or GED equivalent).
+ At least three (3) years of related work experience working as an IT technician.
+ Any equivalent combination of training, education, and experience that provides the required skills, knowledge and abilities.
+ CompTIA, A+, or Network+ Certification.
+ Possession of (or ability to obtain within 1 month of hire) a standard driver license.
Competencies for Successful Performance of Job Duties
+ Knowledge of basic computer hardware, including desktops, laptops, mobiles, printers, and ancillary devices.
+ Three (3) plus years’ experience supporting desktop and server operating systems, including Windows, iOS, Linux, and MacOS.
+ Experience working with remote users and troubleshooting VPN.
+ Familiarity with an ITSM tool such as RemedyForce, ServiceNow, etc.
+ Familiarity with the fundamental principles of ITIL including incident management, problem management, and change management.
+ Deployment and asset inventory management skills.
+ Experience in troubleshooting user accounts in Active Directory.
+ Exceptional written and oral communication skills.
+ Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
+ Strong documentation skills.
+ Fluent English skills.
+ Ability to conduct research into a wide range of computing issues as required.
+ Ability to absorb and retain information quickly.
+ Ability to troubleshoot and support general AV and conferencing.
+ Basic TCP/IP troubleshooting skills.
+ Troubleshooting experience with mobile devices.
+ Ability to present ideas in user-friendly language.
+ Highly self-motivated, directed with the ability to work independently with minimal supervision.
+ Keen attention to detail.
+ Proven analytical and problem-solving abilities.
+ Ability to effectively prioritize and execute tasks in a high-pressure environment.
+ Exceptional customer service orientation.
+ Experience working in a team-oriented, collaborative environment.
+ Experience with Badge security system.
+ Education in IT based programs.
Vacation: Full time positions accrue 88 hours of vacation leave per year for the first 3 years of service; accruals increase with years of service.
Sick Leave: Full time positions accrue 96 hours of sick leave/year.
Holidays: Full time positions (minimum 40 hours per week) accrue 9 paid holidays per year. Holidays include New Year's Day, Martin Luther King Day, President's Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day, and Christmas Day.
Health Insurance: Positions with a minimum of 40 hours per week are eligible for medical, dental, and vision benefits. Paid employee life insurance, AD&D, short and long-term disability benefits for full time positions.
Retirement Benefits: Positions with a minimum of 40 hours per week are eligible for are provided retirement Benefits through ASRS and PSPRS. Part-Time positions that work 20 hours or more in a 20 week period are eligible for ASRS.
What best describes your years of experience building access systems?
+ No Experience
+ Less than 2 years
+ 3 years to less than 4 years
+ 4 years to less than 5 years
+ 6 years to less than 7 years
+ 8 years to less than 10 years
+ 10 years or more
Do you have experience with badge security systems?
Do you have experience with AV and Conferencing equipment?
Do you have experience working with remote users and troubleshooting VPN?
What best describes the number of years you have been employed by a municipal/city government?
+ 1 to less than 2 years
+ 2 to less than 4 years
+ 4 to less than 7 years
+ 7 to less than 10 years
+ 10 or more years
Which of the following best describes your level of education?
+ High School or G.E.D
+ Some College
+ Associates Degree
+ Bachelors Degree
+ Masters Degree
Which of the following best describes your level of proficiency with general set up and configuration of printers and peripherals?
+ No experience
Which of the following best describes your level of proficiency with imaging/reimaging existing computing hardware?
+ No experience
Which of the following best describes your level of proficiency with installing new software?
+ No experience
Do you understand that to be considered for this recruitment that you must up load the following documents:
(1.) Resume and Cover Letter,
(2.) 4 References that were supervisors with email and contact numbers.
(3.) Salary History
You will not be able to add the attachments after you have submitted your application.
Please describe your experience with troubleshooting computer hardware and software issues.
Please describe your experience in working with a Microsoft network computer environment.
Please describe your experience in working with a cloud-based application support environment.
City of Maricopa
39700 West Civic Center Plaza
Maricopa, Arizona, 85138