Under general guidance, assists users in all aspects of day-to-day computer operations by providing technical software, hardware, and network problem resolution to all City-wide users by performing question/diagnosis and guiding users through step-by-step solutions. Incumbent communicates technical solutions in a user-friendly, professional manner and assists users in rectifying problems related to computer hardware or software and/or telephone related issues. Work is performed with some independence for initiative, judgment and action, and is reviewed for adherence to policies and procedures, accuracy and completeness, and for results achieved.

• Provides support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, installation of hardware and software, teaching or instructing customers regarding software or hardware functionality, and communicating policy.
• Determines the most effective manner to resolve a client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with other IT staff when necessary.
• Records required customer and problem information in the ticketing system. Updates tickets with appropriate journal entries of activities and closes tickets with resolution entered upon completion of the job.
• Resolves Level One (1) work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.
• Verifies that suggested solutions effectively resolve the users' problems through verbal or email follow up.
• Represents other Information Technology staff members, teams, and their services to the client community effectively, professionally, and respectfully.
• Works on Help Desk related projects as assigned by the supervisor.
• Configures and deploys cellular devices.
• Performs other duties as assigned.

Education

• High School Diploma or GED.

Experience

• A+, Security+, Network+ and Microsoft certifications are preferred.

REQUIRED SKILLS & ABILITIES

Knowledge:

• PC, networking, hardware, and software installation and configuration.
• Windows Operating System and Microsoft Office Suite.
• Active Directory maintenance.
• PC hardware, printers, Scanners, Computer Peripherals, mobile devices.

Ability:

• Communicate technical information, both verbal and written, to a wide range of users.
• Demonstrate strong customer service and troubleshooting skills.
• Demonstrate excellent communication skills.

Skills

• Skill in use of personal computer including productivity applications, e-mail and PC connectivity preferred.
• Skill in PC hardware maintenance and troubleshooting preferred.

• Must submit to and pass a pre-employment drug test.
• Must possess a valid Driver’s License Class “C” and good driving record as defined by City policy.
  • An applicant who does not possess a Texas Driver's License or proper class, will be allowed ten (10) working days after a job offer is made to obtain proper licensing.

• Preference may be given to applicants with specific knowledge of or experience with the operation of City of Lewisville computer systems