It Support Technician

Salary: $27.00 - $39.52 Hourly
Location : Superior, CO
Job Type: Part Time
Job Number: 2024-06
Department: Administration
Opening Date: 02/01/2024
Closing Date: 3/4/2024 5:00 PM Mountain
Job Summary
This is a part-time in person position.
The IT Support Technician is responsible for providing a variety of first line technology assistance to employees by identifying and resolving software and hardware problems. This is a technical position with the primary responsibility of acting as the first line of response to provide computer support for users on a variety of desktop and server related issues including identifying, researching and resolving technical problems locally and remotely, and responding to telephone calls, email and requests for technical assistance. This position provides service oriented technical support and/or training for a variety of hardware, software, operating systems, and networks. Work is performed under the general direction of the Administrative Services Manager with leeway to exercise independent judgment within the framework of applicable rules, regulations, policies and procedures in the performance of duties, both in terms of planning and accomplishing work, and in making decisions regarding customer needs and requests.
This is a 20 hours per week position and work is generally scheduled Monday through Friday from 12 pm to 4 pm with some evening hours for support during meetings. Although rare, special needs may require weekend and/or holiday hours.
Hiring range is $27 - $33 per hour.
Essential Job Duties

• Responds to the needs and questions of users concerning their access to resources on the personal computer/network/server and the operation of various software programs;
• Provides users with technical support; and help for users to solve hardware or software problems; locates, repairs and restores corrupt or deleted files; applies updates and fixes to desktops;
• Monitor usage of the network, network printing, and network technical resources;
• Utilizes system to track, troubleshoot, resolve and escalate issues;
• Provides users with email access, programs, passwords, and privileges;
• Supports departments with third party software vendor's contracts, implementation and maintenance;
• Simulates or recreates user problems to resolve operating difficulties;
• Recommends system modifications to reduce user problems;
• Coordinates with IT contractor to anticipate customer software and customer hardware needs;
• Participates in system upgrades or changes;
• Conducts necessary staff training;
• Serves as a liaison between departments and IT contractor;
• Assists in setting up webcasts, conference calls, and presentations;
• Completes small-scale technical projects;
• Manages daily backups of servers;
• Assists IT contractor with infrastructure maintenance and projects;
• Assists with maintaining VoIP phone system;
• Assist with software and hardware asset management (i.e. equipment database, replacement schedules);
• Remains current with developments in the information technology field and their potential impact on the present and future needs of the Town or departments;
• Uses computer applications or other automated systems such as spreadsheets, word processing, calendar, e-mail and database software in performing work assignments;
• Assists with the security and recoverability of Town data through the implementation and maintenance of appropriate backup systems and procedures;
• Coordinate cyber security efforts including employee training and IT audits

Knowledge, Skills and Abilities

• Thorough knowledge of MS Windows OS and applications, desktop/laptop imaging, and other help desk support functions.
• Thorough knowledge of computer information systems technology, including server operating systems and networking protocols, and network design.
• Thorough knowledge of various computer operating systems.
• Thorough knowledge and technical aptitude in diagnosing and resolving customer problems both over the phone and in person.
• Thorough knowledge with, Windows, Smartphones, and computer hardware.
• Basic knowledge of Active Directory, DHCP, DNS, TCP/IP, Windows Server and MS Exchange Server.
• Thorough knowledge of antivirus software, backup software, and remote monitoring and
• management tools.
• Basic knowledge of network security, protocols, and wireless technologies.
• Basic knowledge of Town and department policies and procedures.
• Basic knowledge of telecommunications systems.
• Basic knowledge of various word processing, graphic design, spreadsheet, and database
• software applications.
• Basic knowledge of Internet and worldwide web protocols and procedures.
• Skill in providing technical assistance to users.
• Skill in analyzing and interpreting technical data.
• Skill in installing, configuring, and maintaining client/server databases, routers, firewalls, and email systems.
• Skill in being customer-focused, adept at problem solving and working collaboratively with others;
• Ability to document, track and monitor various problems to ensure a timely resolution.
• Ability to work independently;
• Ability to resolve both routine and non-routine problems using logic and standard troubleshooting procedures;
• Ability to manage multiple tasks with frequent interruptions, occasionally in urgent situations;
• Ability to engage a wide variety of county staff with varied technical backgrounds;
• Ability to research current technological offerings in the marketplace and analyze against user requirements;
• Ability to effectively use computer applications such as spreadsheets, word processing, calendar, e-mail and database software
• Ability to demonstrate sound judgment; integrity; resourcefulness; accuracy; thoroughness and the physical condition commensurate with the demands of the position.

Supplemental Information
MINIMUM QUALIFICATIONS:
An Associates degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology or related field AND two (2) years of technical experience in customer support environment; Certifications Preferred: CompTIA A+ Certification, CompTIA Network+, CompTIA Linux+, CompTIA Security+, MCSA OR an equivalent combination of training and experience as indicated above.
PHYSICAL REQUIREMENTS:
Must be able to physically perform the basic life operational support functions of standing, walking, stooping, fingering, talking, sitting, bending, kneeling, grasping, hearing, handling, pushing, pulling, lifting, carrying, reaching and repetitive motions of the hands and wrists. Must be able to physically crawl in confined work areas such as under desks and in wiring closets. The incumbent could be exposed to the risk of electrical shock if proper safety and operating procedures are not followed. Must be able to perform medium work, exerting up to 50 pounds of force occasionally, and/or up to 20 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Must possess the close visual acuity to operate a computer terminal and perform extensive reading.
PT Bonus Program
Every six months, an audit is conducted on all part-time employees to determine the value of the bonus for each employee. This will use the total number of hours worked in the last 6 months regardless of start date. All employees must be actively employed by the Town at the time of the bonus payment to receive payment. Details of the program are as follows:

• Eligibility
  • Part-time employees (non-seasonal) who are hired to work less than 30 hours per week
• Hours worked in 6 months
  • Tier 1: 200 hours - 359 hours
  • Tier 2: 360 hours - 520 hours
  • Tier 3: 521 hours or more

Bonus amount

• Tier 1: $125
• Tier 2: $225
• Tier 3: $325

Frequency of payments

• October 1st to March 31st with the second pay period in April payment
• April 1st to September 30th with the second pay period in October payment

01
Do you have an Associate's degree in Computer Science, Information Technology, or related field, OR completion of a two (2) year accredited vocational training program in information technology?

• Yes
• No

02
How many years of experience do you have providing technical customer support?

• Less than 1 year
• 1 - 3 years
• 3 - 5 years
• More than 5 years

03
What percentage of your current or past job involved providing help desk customer service?

• Less than 10%
• 10% - 30%
• 30% - 50%
• More than 50%

04
What technologies you are comfortable using and troubleshooting?
05
Do you have any technical certifications, if so, which ones?
06
Please rate your proficiency with mainstream desktop applications, including Microsoft Office.

• None
• Beginner
• Intermediate
• Advanced

07
Please rate your proficiency with PC technology and current Microsoft desktop operating systems.

• None
• Beginner
• Intermediate
• Advanced

08
What is your approach and communication methods to providing users with assistance on technical issues?
09
Why you are interested in this position and how does it fit into your career goals?
10
If you were offered the position when could you start?
Required Question