IT Technician

Description

City of Franklin

Starting Pay: $29.69 - $32.31/Hourly

$61,750 - $67,198/Annually

Please click the link below for Benefits Information:

https://acrobat.adobe.com/id/urn:aaid:sc:US:daea3470-95cc-4286-8a1e-fd08549bf6d0

I. Purpose of Job

Under general supervision, is responsible for tier 1 IT customer support in all areas of the IT Department.

II. Essential Job Duties

A. Administers Help Desk Support Requests

• Receives requests from users; enters into system; dispatches work tickets to appropriate IT support personnel; prioritizes and escalates requests based on service level.
• Communicates with users to clarify requests and follow-up to ensure problems have been resolved.

B. Provides General User Support

• Fields help desk tickets from end users and resolves log-in errors, minor hardware problems, document imaging and other application issues, and unlocking accounts in Active directory.
• Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing data backups and configuring systems and applications.
• Acts as a front-line interface to users, accepting trouble reports and resolving them. Assists users by training them in simple functions to use hardware and software that are part of the network.
• Receives general user help desk requests; provides basic level user hardware and software support as needed to resolve problems.
• Tests, troubleshoots and resolves routine hardware related issues.

C. Contributes to User Process Improvement Efforts.

• Works to help define customer support tier levels, categories, processes, and procedures.
• May document work process analysis and design with charts, graphs, and narrative reports.
• Participates in analyzing and preparing system specifications and other documentation concerning the adaptation of complex work systems and processes to electronic data processing methods.

III. Other Job Duties

Performs other job duties as assigned, including:

• Assists with orientation of new employees specific to the City's Email and Internet Policy and other related computer instruction.
• On-Call Designation: This position is considered an On-Call eligible position and rotation on an On-Call team is required.

IV. Primary Job Challenges

Primary challenges of this position include:

• Need to prioritize work load.
• Attention to detail.

V. Equipment Operated

Computer, telephone, wireless cell phones, printers, scanners.

VI. Key Competencies Required

• Job Content Knowledge: Intermediate operating knowledge of and experience with personal computers, cell phones and Microsoft Office. Working knowledge of data processing equipment, systems and techniques. Intermediate knowledge of Help Desk software. Operating knowledge of typical office equipment, such as telephones, copier, fax machine, Email, etc.

• Language Skills: Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, customers, and the general public.

• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.

• Reasoning Ability: Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. In decision making, some choices are known while others may need to be identified. Some reliance on precedent. Ability to interpret a variety of complex instructions furnished in written, oral, diagram, or schedule form.

• Teamwork: Develops constructive and cooperative working relationships with others. Encourages others to express their ideas and opinions. Provides input into identifying and solving problems. Anticipates need of others for information about job tasks and work environment and provides it to them in a timely manner. Willingly assists others with job tasks when appropriate.

VII. Physical Demands and Work Environment

Physical Demands: Performance of the essential duties of this job requires the incumbent to:

• Must be able to remain in a stationary position 50% of the time.
• Occasionally move about inside the office/building to access file cabinets, office machinery, the public, etc.
• Constantly operates a computer and other office productivity machinery, such as a calculator, copy machine, computer, printer, and telephone.
• Regularly positions self to maintain office area and items needed to complete daily tasks.
• Regularly communicates information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• Regularly moves/transports up to 10 pounds.
• Occasionally moves/transports up to 50 pounds

Work Environment:

The work environment is quiet (examples: library, private office).

Minimum Requirements

VIII. Qualifications

Education and Experience: The required knowledge, skill, and abilities to satisfactorily perform job duties are normally acquired through attainment of a one-year certificate from college or technical school, plus one to two years of computer technical support related experience and/or training; or equivalent combination of education and experience.

Must have valid Tennessee Driver's License.

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