It Support Technician, Senior

The City of Victoria has an exciting opportunity for the position of IT Support Technician, Seniorfor the Information Technology Department! The successful candidate will be responsible for providing high quality customer service in fulfilling application, minor network requests, and assisting internal employees with technical troubleshooting including identification, resolution, escalation, referral, and follow-up with PC, network and application issues. From your first day at the City of Victoria, you'll make a valuable - and valued - contribution. We have a unique culture that we are proud of and provide a supportive team that will lead you to success. Apply today to be part of a public service organization that prides itself on enhancing the livability of our community!
Salary amount offered will depend on qualifications. This is a non-exempt position.

• Provides City-wide computer helpdesk support to include installations, upgrades, inventory, and end-user support.
• Utilizes IT helpdesk work order system to provide high quality customer service, resolving cases via telephone support, remote services, or in person, with escalation and follow-up of complex problems to the Helpdesk Supervisor or Information Technology Director to ensure timely problem resolution.
• Provides PC hardware/software and peripherals support along with data and voice administration.
• Provides network connectivity (ping testing, etc.), print sharing, remote access, file sharing, User and Computer account administration support.
• Helps maintain all City desktops and laptops, including configuration, preventive maintenance, repairs and upgrades.
• Evaluates new and existing technologies and makes recommendations to immediate supervisor or Information Technology Director.
• Provides training services, in person or via telephone, to allow for a highly trained and informed City staff.
• Performs technology equipment and software maintenance in a competent and timely manner.
• Assists in maintaining accurate and current inventory of all City computer hardware and software associated with desktop computing networks
• Performs work administration on problem tickets in support queues and projects as assigned by management.
• Sets up user accounts and passwords.
• Ability to work independently with minimal supervision.
• Must carry a mobile device capable of receiving calls, text messages, and e-mails.
• Work outside of normal office hours and respond to after hour critical support calls.
• Assisting in maintaining software licensing and version control.
• Performs duties in a safe and orderly manner, complying with all City and department safety rules.
• Performs all other job-related duties as assigned or as become apparent.
• Regular attendance at work and arrives on time.
• Ability to get along with other employees and the public.

Employee may be lifting, bending, kneeling, and twisting while working on computer equipment. Employee will frequently lift up to 30 pounds. Has ability to drive a vehicle to and from various work sites. Uses hands and fingers to handle, seize, hold, grasp or turn objects. Employee will verbally communicate with other employees and the public, both in person and in writing. Knowledge, Abilities and Skills:
Knowledge of desktop computer operation; the function and applicability of current software products; technical operation of computer hardware and communication equipment; general computer maintenance procedures and repair techniques. Strong working knowledge of Windows 10. PC hardware/software and peripherals, data and telecommunication implementation and troubleshooting skills are required. Operating System client installs, workstation imaging, Client/Server networking, print sharing, remote access, and file sharing. Working knowledge of TCP/IP, DHCP and WINS services. Knowledge of various applications, including Microsoft Office, Incode, Web Filtering, Anti-Virus technologies, NetMotion, Communications software, PC configuration, and first line support for client/server applications.
Skill/Ability to: Interpret and solve complex operating system and software problems; troubleshoot connectivity issues for PCs/MDTs, repair desktop and computers; troubleshoot occasional server problems, evaluate maintenance needs and provide repair services; demonstrate proficiency in both oral and written communication including the preparation of neat and accurate written reports; read and interpret technical manuals and instructions related to information and computer technology; operate personal computers including all associated hardware; establish and maintain effective working relationships with supervisors, department heads, other City personnel, and vendors; be available to respond to off-hours situations, work occasional night and weekends, holidays and during times of emergencies and disasters.
Key Competencies:

• Situational Analysis
• Strategic Insight
• Customer Consideration
• Teamwork
• Developing Self and/or others
• Managing Tasks
• Problem Solving
• Specific Technical Knowledge
• Service Level Agreements
• Strong desire to stay current with latest technologies

Minimum Education, Experience and Certification:
Associate degree in appropriate discipline or equivalent combination of experience and education, which provides the knowledge, abilities and skills required for the job required. Minimum of three (3) years experience in technology engineering and analysis preferred. Valid class C Texas driver's license with driving record that meets City guidelines. Employment Type: Full-Time