DWM Desk Top Support Technician (IT) bei City of Atlanta

Posting expires: October 27, 2025

Salary range: $47,474 - $64,000

Position Overview
The Desktop Support Technician will serve as the first line of support for end users, providing immediate and effective troubleshooting for common IT issues via help desk support.  This role is critical to ensuring smooth day-to-day technology operations by assisting users in addressing software, hardware, and account-related issues, and escalating more complex matters to higher-level support teams when necessary.

Key Responsibilities
•    Act as the first point of contact for IT support requests via contact center as a service telephony platform, chat, email, or ticketing system.
•    Provide timely support for software issues, user queries, and general IT problems.
•    Troubleshoot and resolve common technical issues, including:
  - Password resets
  - Software/application errors
  - Peripheral support (printers, scanners, plotters, external/internal drives)
  - Basic network connectivity issues
•    Guide users through self-service steps and solutions.
•    Escalate unresolved or complex issues to Tier 2/Tier 3 support or specialized teams.
•    Document incidents, resolutions, and troubleshooting steps in the IT ticketing system.
•    Maintain and monitor IT equipment to ensure functionality and reliability.
•    Deliver excellent customer service by maintaining clear, professional communication with end users.

Qualifications
Education & Experience:
•    Associate degree in Information Technology, Computer Science, or related field preferred; equivalent experience accepted.
•    1–2 years of experience in help desk or desktop support role.

Technical Skills:
•    General knowledge of IT systems, software, and troubleshooting methods.
•    Experience supporting Windows and/or macOS environments.
•    Familiarity with password management, software installations, and remote support tools.
•    Basic knowledge of network connectivity (TCP/IP, VPN, Wi-Fi).
•    Hands-on experience with maintaining printers, scanners, and other peripherals.

Soft Skills:
•    Strong problem-solving and critical-thinking abilities.
•    Excellent verbal and written communication skills.
•    Ability to manage multiple requests in a fast-paced environment.
•    Customer-focused attitude with patience and professionalism.

Work Environment
Primarily office-based with occasional fieldwork to support end users directly. Standard business hours with flexibility for after-hours support, as required.