Help Desk Technician II

Are you a tech-savvy problem solver who thrives on helping others? We're looking for a dedicated
Help Desk Technician II
to join our dynamic team. In this role, you'll be the first line of defense for resolving technical issues and ensuring our employees have the tools and technology they need to serve the community efficiently.. You will provide responsive Tier 1 and Tier 2 support for a wide range of devices, systems, and applications, from everyday desktop troubleshooting to critical city-wide system support. If you enjoy variety, collaboration, and making technology work seamlessly behind the scenes, this opportunity is for you

What We're Looking For

• Strong customer service mindset and communication skills.
• Solid understanding of desktop hardware, software installation, and troubleshooting techniques.
• Experience with Windows operating systems, Microsoft 365, and common business applications.
• Ability to prioritize multiple issues and work effectively in a fast-paced environment.
• Proven problem-solving skills with attention to detail.
• Team-oriented attitude with a willingness to learn and grow.

Preferred

• Experience supporting government or public sector systems.
• CompTIA A+, Network+, or related IT certifications.
• Familiarity with Active Directory, remote desktop tools, and helpdesk software

Why Join Us

• Opportunity to make a real impact by supporting city operations and community services.
• Collaborative team culture with professional development opportunities.
• Competitive pay, comprehensive benefits, and stability in a mission-driven environment.

We offer great pay, excellent benefits to include medical, dental, and vision plans, life insurance, employee/spouse/childsupplemental life insurance, short-term disability, tuition reimbursement, wellness programs, deferred compensationplan (457 B), pension plan, flexible spending account, home purchase assistance and 12 paid holidays

• Responds to Tier 1 and Tier 2 support tickets via phone, email, in-person, or remote tools, ensuring timely and professional resolution of technical issues.
• Installs, configures, troubleshoots, and maintains desktop computers, laptops, printers, scanners, and other peripheral devices.
• Coordinates onsite support and responds to urgent technical issues related to networks, applications, hardware, and city-wide systems, including emergency services and natural disaster events.
• Manages user accounts and access permissions for systems including email, phone, applications, and network groups.
• Provides first-level support for software and application issues, escalating to Tier 3 teams as needed while remaining within defined permissions.
• Participates in IT projects by assisting with application deployments, hardware rollouts, and system upgrades in collaboration with project managers.
• Maintains accurate documentation of work performed and supports inventory control by cleaning and organizing equipment and supplies.
• Communicates with internal departments to analyze technology needs and provide tailored support for business processes.
• Researches emerging technologies and contributes ideas for improving IT services and solutions.
• Delivers a high standard of customer service and maintains positive working relationships with end users and IT team members.
• Performs other related duties as assigned.

Requires Associate or Technical Degree in Computer Science or related field and Comp TIA-A + Core and IT Technician & certification with one to three years of experience; or any equivalent combination of education, training, and experience.

Must possess and maintain a valid state driver's license with an acceptable driving history.

Requires the ability to carry a minimum of sixty-five pounds for considerable distance and up and down stairs; and the ability to differentiate colors and shades of color

Work Location: 1000 Business Center Dr., Suite 120 Work Hours: 8 am - 5 pm, Monday - Friday
Additional Requirements
Background investigation, including supervised drug screen, post offer/pre-employment medical screen; and verification of education, certifications, and licenses required prior to employment.

Knowledge of programming principles and techniques.

Knowledge of networking protocols, infrastructure, and behavior.

Knowledge of networking, command line interface, switching, routing, and basic standards.

Knowledge of fiber optic cabling.

Skill in compiling and analyzing data.

Skill in troubleshooting peripheral devices.

Skill in performing mathematical calculations.

Skill in operating standard office equipment.

Skill in oral and written communication.