TEMP – Technician

Summary

Responsible for providing technical diagnosis, evaluation, troubleshooting, and resolution of requests and/or issues for the City of Garland employees. The role will also assist with user and workstation moves, migrations, and new system implementations associated with City requests.

Hourly Rate: $18.00 – 27.00 (Depending on qualifications)

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

• Analyze, troubleshoot, and repair a wide variety of PC/Laptop problems related to hardware and software.

• Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs”s.

• Maintain a strong customer service focus and a desire to interact with end-users and peers successfully.

• Create and Edit (KB) Knowledge Base articles to accurately display content on Incident Resolutions

• Answer the Support Services phone when appropriate and utilize Easy Vista Knowledge Management to assist in the evaluation of a call.

• Reset customer passwords when needed, remap network drives, and install software and hardware.

• Able to function independently and produce results that meet standards of quality, timeliness, and acceptability.

• Update and maintain inventory configurations as appropriate in Easy Vista, SCCM, and Active Directory

• Coordinate with network services, Application support, and other applicable groups when needed.

• Available to work after hours and weekends as required, including on-call rotation.

Minimum Qualifications

• High School Diploma or General Equivalency Diploma (GED)

• 2 years related experience.

Or an equivalent combination of education and experience sufficient to successfully perform the job’s essential functions.

Preferred Qualifications

Education/ Experience:

• Any college courses in Computer Technology, Computer Science, or related field of study

• 2-4 years experience in Desktop PC hardware and software field support and configuration

• A + Certification preferred, not required.

Knowledge, Skills & Abilities:

• Demonstrate ability to install, configure, and troubleshoot desktop hardware and software.

• Working knowledge of Microsoft operating systems and desktop software such as Microsoft Office suite

• Interpersonal skills to work with customers to resolve issues.

• Excellent communication skills, both verbally and in writing

• Ability to work with diplomacy and a positive attitude.

• Ability to work effectively with all levels of the city.

• Ability to convey a correct sense of urgency based on customer or business impact.

• Ability to multi-task – prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction.

Licenses and Certifications

• Valid Class C Driver’s License

• A + Certification preferred, not required.

• HDI Desktop Advance Support Technician preferred, not required.