It Technician - 2 Year Limited Term

This is a two-year limited term position with an expected end date of 12/31/2025.
Under the supervision of the Information Technology (IT) Manager, the IT Technician is responsible for supporting the daily operations of the city's computer
equipment and central services equipment, including telecommunications equipment. The position is primarily responsible for providing technical assistance and end user support which includes diagnosing, troubleshooting and determining the appropriate actions to resolve all technology service requests for the City's computer hardware, software, network, telecommunications, and applications.
First Review Date January 31, 2024

• Adheres to information technology policies and procedures in regards to all aspects of computing, telecommunications and networks.
• Responsible for effective operation of the helpdesk at the Tier I and Tier II level which includes creating tickets, solving ticket requests, escalating tickets as necessary to IT Systems Administrator or IT Manager, and assisting in providing periodic helpdesk status reports to IT Manager.
• Proactively communicates status of helpdesk tickets and related issues to customers.
• Assists staff with basic Active Directory needs such as password changing, distribution groups, user accounts and email accounts.
• Performs periodic virus and software updates for existing/new computer equipment as needed or requested.
• Provides a variety of hardware repair functions. Diagnose, repair and/or replace computer memory, hard drives, video cards, network adapters and related equipment. Setup, locate and relocate PCs, printers and other hardware.
• Provides support for smartphones, laptops and other mobile devices.
• Performs a variety of duties in the installation, testing, configuration, troubleshooting and supporting desktop hardware and desktop software applications and equipment.
• Performs desktop architecture and asset management including software/system images for new PCs, and distributing new software.
• Maintains database of inventoried PCs, hardware, licensed software and maintenance agreement inventory for the City.
• Maintains the hardware and software within public safety vehicles with regard to their functionality, connectivity and end-user troubleshooting, including serves as point of contact for Snohomish County 911 with regard to New World systems and its maintenance within the vehicles and desktops within the Police Department.
• Utilizes effective oral and written communication principles and practices.
• Maintains effective interpersonal skills using tact, patience and courtesy
• Employee must be able to perform multiple work tasks at the same time, perform well with frequent interruptions, and tolerate a fairly high level of stress.
• Employee may provide help desk support services to "IT Partner" cities from time to time.
• Maintains regular attendance.
• Perform other related duties as assigned.

• Knowledge of Microsoft Active Directory user and computer components.
• Knowledge of Helpdesk software ticket creation, tracking and reporting (Spiceworks).
• Knowledge of IP addressing, switches, routers, and other network related equipment.
• Must have strong knowledge of active directory, IIS or similar web services and desktop hardware including PCs, laptops, printers, scanners, tablets, smartphones and other peripheral devices.
• Skilled in Windows 7, Windows 8.1, Windows 10 operating systems.
• Skilled in Microsoft Office 2010, 2013, 2016 Suites and other desktop software.
• Skilled in Microsoft O365 - Exchange Online Protection, Software deployment, Active Directory Sync, SharePoint Online, and other O365 Services.
• Skilled in Adobe Acrobat, Adobe Creative Suite, Adobe Reader, Adobe Flash.
• Skilled in Microsoft SharePoint.
• Skilled in Hyper-V or other virtualization software.
• Skilled in Computer hardware, software and peripherals such as central processing units, monitors, cables and printers.
• Skilled in diagnosing and troubleshooting problems related to computer hardware and software.
• Ability to explain desktop computing procedures to non-technical users.
• Ability to be flexible under changing priorities.
• Ability to handle multiple jobs at one time and to work under pressure.
• Ability to communicate effectively both orally and in writing.
• Ability to communicate technical information to a wide variety of users at an appropriate level of understanding
• Ability to organize and apply logic
• Ability to be consistently courteous and tactful while responding to the needs of customers.
• Ability to maintain and deal with confidential material.
• Ability to establish and maintain effective working relationships with internal customers and outside vendors.

• U.S. Citizen or legally eligible to work in the United States.
• High school diploma or equivalent
• Associate's Degree or technical arts degree in computer science, information technology or related field of study is preferred.
• Minimum of two years of experience supporting and administering help desk, call center or other technology related position.
• Or any combination of education and experience which would provide the applicant with the desired skills, knowledge and abilities required to perform the job may be considered.
• Valid Washington State Driver's License with a driving record acceptable to the City.
• Must pass a comprehensive background check prior to employment and periodically during employment.
• Must maintain Washington State Patrol Access Security Awareness Training required by The Criminal Justice Information Services (CJIS) Division of the FBI to access necessary network infrastructure.

Employment Type: Full-Time