Technical Support Specialist

2 weeks ago


Marietta, Georgia, United States City of Marietta, GA Full time
Job Overview

Compensation: $22.51 per hour

Status: Open Position

This role is situated within the Service Desk sector of the Information Technology Department and reports to the Service Desk Manager. The primary responsibility is to manage support tickets and assist with hardware for first responders. Under general supervision, the position aims to deliver intermediate support for technical hardware operations, software applications, network, and telecommunications equipment to city employees, while ensuring efficient and organized departmental activities.

Employees in this role operate at an intermediate level, as the work can be fast-paced. The position is technical in nature and requires strong problem-solving skills. A customer service element is essential for both internal and external clients.

Key Responsibilities:
  • Provide basic to intermediate IT support to end users, delivering solutions to resolve underlying issues.
  • Install, configure, and troubleshoot hardware and software, including printers, laptops, desktops, telephones, and mobile devices for first responders.
  • Train users on PC operation, new software applications, and hardware functionality as required.
  • Troubleshoot, research, analyze, and resolve basic to intermediate software and hardware problems.
  • Participate in the IT Service Desk support function as needed; manage service tickets promptly and report actions taken.
  • Identify when additional support is necessary from other IT department personnel or vendors and independently reach out for resolutions.
  • Document procedures, diagrams, and system changes in the area of responsibility to maintain the internal technology knowledge base.
  • Understand wired and wireless computer networks and related systems, internet connections, and telecommunications devices to assist in resolving Service Desk technical issues.
  • Prioritize and organize daily, weekly, and monthly tasks to ensure efficient use of time during the workday.
  • Perform related duties as assigned by the Service Desk Manager or IT Director.
Preferred Qualifications:
  • Graduation from an accredited technical school or college/university with an associate or bachelor's degree in computer science, or an equivalent combination of education and experience. A bachelor's degree is preferred.
  • Comprehensive knowledge of PC hardware and software. A+ certification is preferred.
  • Completion of Microsoft 365 Certification as determined by the Service Desk Manager within the first year of employment.
  • Intermediate understanding of PC hardware and software.
  • Intermediate knowledge of supported Microsoft Operating Systems.
  • Some familiarity with Linux operating systems.
  • Ability to track and manage first responder hardware and software assets as related to the Service Desk.
  • Capability to install and configure the city's hardware and software.
  • Ability to perform PC replacements, upgrades, and updates as necessary.
  • Ability to organize work, set priorities, meet deadlines, and follow up on assignments with minimal direction.
  • Knowledge of software copyright laws.
  • Ability to analyze problems and develop applicable solutions.
  • Ability to assess the impact of changes and modifications and plan accordingly.
  • Effective communication skills, both verbal and written.
  • Possession of a valid Georgia Driver's License and a satisfactory driving history.

Disclaimer: Successful candidates will undergo a drug screening and criminal background check, including a fingerprint check, at the time of hire.

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