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SalaryPAY/RANGE: $19.89 TO $38.79 DOQ
SUMMARY
This position primarily functions as a Help Desk technician in the City of Amarillo’s Information Technology department. The IT Help Desk answers technical calls from staff members located in other City departments while striving to provide first-call resolutions for reported issues. This position utilizes experience and professional judgment to determine the best approach for issue resolution or escalate the issue to other IT staff members as necessary.
ESSENTIAL RESPONSIBILITIES
- Operates the IT Service Desk to provide remote technology support services with the objective of delivering first-call resolutions.
- Provides SUPERIOR customer service and completes work while exercising strong work ethic and integrity.
- Assists customers in assessing their technology needs.
- Updates and installs new technology solutions by meeting with customers to analyze requirements, gather information and specifications, and install configure, and test the solution.
- Creates, updates, and maintains documentation and inventory records.
- Installs new software and upgrades, tests changes, maintains system backups, and interfaces with vendors and/or 3rd-party solution providers as needed.
- Researches current and upcoming technology.
- Installs network-connected devices including workstations, printers, scanners, etc.
- Maintains/confirms warranty registration and coordinates outside maintenance and support.
- Participates in an after-hours on call rotation to address emergency issues.
- Performs other job-related duties as assigned.
MINIMUM REQUIREMENTS
Position requires knowledge of and technical experience with Microsoft Windows and Active Directory.
Valid Texas Driver’s License required. Must be able to participate in an after-hours on call rotation and work extended hours when necessary.
Due to the level of access to potentially sensitive information, successful completion of a criminal background check is required. Background check must confirm eligibility for Criminal Justice Information Services (CJIS) system access and CJIS eligibility must be maintained for the duration of employment.
KNOWLEDGE, SKILLS, AND ABILITIES
- Strong written and verbal communication skills.
- Strong analytical and problem-solving skills.
- Ability to understand and use reference and technical manuals and repair tools.
- Ability to troubleshoot and repair desktop and mobile computers and peripherals.
- Knowledge of industry standard office productivity applications and computer operating systems.
- Ability to work effectively in a customer service driven IT organization.
- Ability to work effectively on both individual and team assignments.
WORK ENVIRONMENT
The employee works in a dynamic environment that requires being sensitive to change and responsive to changing goals, priorities, and needs. Primary work schedule is Monday - Friday, 8:00 am - 5:00 pm. May occasionally be required to work extended hours, as necessary. Participation in an after-hours on call rotation is required.
ADA PROFILE
Reasonable accommodation will be made to enable individuals with disabilities to perform the essential functions of this position. While performing the duties of this Job, the employee is required to exert up to 50 pounds of force occasionally and/or in excess of 30 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. The employee must also balance, climb, crawl, crouch, walk, stand, kneel, stoop, sit, hear, feel, finger, grasp, handle, reach, pull, push, speak, see, and talk. Also requires the ability to make rational decisions and perform repetitive motions.
The City of Amarillo is an Equal Opportunity employer and encourages applications from eligible and qualified persons regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability, genetic information or protected veteran status, in compliance with applicable federal, state and local law.
The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at 806-378-4294.
The City of Amarillo provides reasonable accommodations to applicants with disabilities on a case by case basis. If you need a reasonable accommodation for any part of the application or hiring process, please contact the Human Resources Office at 806-378-4294.
About Us
Start your career with the City of Amarillo today! We are committed to providing the highest quality services to our community, and we believe that starts with our team. As a city, we are dedicated to supporting our employees and providing opportunities for growth and development. Our mission is to create a safe, prosperous, and thriving community, and we know that starts with attracting and retaining the best talent. We are proud of our city and the work we do, and we are excited to welcome you to explore career opportunities with us.
