Technology Support Technician presso City of Alpharetta, GA, GA

About the Department

Under the general direction of the Information Systems Manager, the Technology Support Technician has three primary responsibilities. First, as a member of the Information Systems Team, providing support for the City’s service desk system, implementation and maintenance of information systems, and supporting computer hardware and software applications. Second, as a member of the computer refresh team, which annually refreshes a portion of our workstation fleet. Third, as a member of the Public Safety Support Team, assisting the team and departments with computer, system, and technology support. While a member of the Information Systems Team, this position works closely with all teams and disciplines within the Information Technology Department.

Position Duties

Essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation. The list of essential functions, as outlined herein, is intended to be representative of the tasks performed within this classification. The omission of a function does not preclude management from assigning essential duties not listed herein if such duties relate to the position. In addition, specifications are intended to outline the minimum qualifications necessary for entry into the class and may not necessarily convey the qualifications of incumbents within the position.

• Member of the Information Systems Team
  • Frontline response to user requests for service or issues.
  • Proactively recognizes the problem and implements needed solutions.
  • Works with higher-level support staff to solve issues or pass on. 
  • Responds to queries via service desk software, chat, email, or phone.
  • Create step-by-step training material with screenshots for clients.
  • Provides support and maintenance for in-house computer systems, including carrying out diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstations.
  • Identifies and corrects a problem by performing diagnostic reviews and developing error reports as requested.
  • Maintains log of incoming service desk calls and updates records and tracking databases.
  • Carries out proper tracking of service requests and ensures resolution to problems are documented in the ticketing system.
  • Works through the problem-solving process with customers, empowering them to do the same in the future.
  • Remains in touch with a customer until their issues are totally resolved or/and the request is completed.
  • Reports significant and recurring issues to management.
  • Frequently checks the ticketing system for incoming service desk requests; vets requests thoroughly, then evaluates and routes them.
  • Responsible for opening and closing service requests.
  • Manages classification of requests, assigning and tracking of requests, and completion of requests.
  • Collects feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting.
  • Offers outstanding customer support and excellent communication in accordance with all service desk procedures and policies by identifying and working with all remote users, city network users, as well as with other service areas.
  • Ensures a positive support experience for customers; develops a good relationship and trust with city users by exhibiting a professional attitude and a welcoming approach to understanding customers’ problems.
  • Works with other positions in the department to learn the day-to-day operation of all systems.
  • Ensures adherence to data quality standards within the service desk platform and identifies areas of improvement to achieve data quality.

• Member of the Refresh Team
  • Prepares computers for deployment and decommission computers for auction. Trains incoming staff in the use of support systems.
  • Build, configure, install, and coordinate replacement of user computers.   
  • Removal, wiping, and disposal of old inventory.

• Member of the Public Safety Support Team
  • Provides desktop support to clients; installs and configures hardware, software, operating systems, and peripherals; troubleshoots diagnoses and resolves complex hardware and software problems.
  • Is a member of the Public Safety On-Call rotation.

• Performs various duties such as word processing, spreadsheet formulation, photocopying, processing mail, performing data entry, or greeting visitors.
• Communicate with the director, manager, team, employees, other departments, program participants, outside organizations, and other individuals as needed to coordinate work activities, review the status of work, or exchange information. 
• Maintains a calendar of appointments or events relating to all activities.
• Maintains confidentiality regarding data, information, documentation, processes, and functions of the City of Alpharetta.
• Creates/maintains support for department records. 
• Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of local and wide area network development.
• Works with other positions in the department to learn the day-to-day operation of all systems.
• Performs related duties as required or assigned.

KNOWLEDGE, SKILLS, & ABILITIES REQUIRED

Knowledge of:

• Installation, configuration, and troubleshooting desktop hardware and software. 
• Call tracking applications.
• Basic skills in supporting Windows and Apple operating systems.
• Peripherals such as printers, scanners, credit card readers, smartphones, tablets, etc. Operations, services, and activities of information systems programs.
• Personal computer hardware and software components. 
• Principles and processes for providing customer service.
• Principles and practices of computer science and information systems. 
• Principles and concepts of network technology.
• Methods and techniques of developing technical manuals and instructional materials. Training techniques used in office automation applications and general computer applications.
• Pertinent federal, state, and local laws, codes, and regulations.
• Proficiency in computer-based systems, which include personal computers, Microsoft Office Suite environment required.
• Excellent written and oral speaking skills.

Ability to:

• Diagnose and resolve basic computer/technical issues.
• Keen attention to detail, the memory of patterns, and interest in problem-solving. 
• Implement hardware and software changes and enhancements.
• Install, configure, troubleshoot and/or repair hardware and software problems. 
• Respond to requests and inquiries from network users and help as needed.
• Follow up with customers to ensure full resolution of issues.
• Be adaptive towards new systems and technology.
• Understand the complex relationships between different components in a networked environment.
• Train other employees on either a one-on-one basis or in a group.
• Coordinate with other staff members to meet deadlines while minimizing downtime. 
• Analyze problems, identify alternative solutions, project consequences of proposed actions, and implement recommendations in support of goals.
• Interpret and apply federal, state, and local policies, laws, and regulations. 
• Communicate clearly and concisely, both orally and in writing.
• Listen to fully understand what an end user’s needs and/or requests are. Handle a variety of customer service issues with tact and diplomacy and in a confidential manner.
• Work under pressure and deliver top performance. Effectively manage multiple tasks simultaneously.
• Provide support in the implementation and maintenance of various applications. 
• Respond to and identify user needs and determine resolutions.
• Understand, evaluate, and translate the needs of users into effective solutions.
• Conduct research, analysis, and data evaluation and make recommendations based on findings.
• Establish and maintain effective working relationships with those contacted in the course of work. 
• Adjust to frequently changing workloads and priorities.   
• Effectively manage time and prioritize work.
• Work independently and as a part of a team.
• Effectively communicate complex technical processes to non-technical customers.
• Provide management with constructive feedback from customers.

Minimum Qualifications

Combination of education and experience sufficient to successfully perform the essential functions of the job qualifies.

Required:

• Associate’s degree or higher from an accredited college or university with major course work in computer science, information systems, or a related field. 
• Two years of proven experience as a computer support employee, service desk employee, or other customer service role.
• Ability to work nights, weekends, holidays, and at odd or irregular hours for extended periods of time in either on-call or emergency conditions.
• Personal vehicle required to travel between various City and business-related locations.
• Possession of a valid Georgia Class C driver’s license.

Preferred:

PHYSICAL DEMANDS & WORK ENVIRONMENT     

Physical: Primary functions require sufficient physical ability and mobility to work in an office setting and operate office equipment.   Continuous sitting and upward and downward flexion of neck; fine finger dexterity; light to moderate finger pressure to manipulate keyboard, equipment controls, and office equipment; pinch grasp to manipulate writing utensils.  Frequent side-to-side turning of neck, walking, standing, bending, stooping, pushing/pulling, and twisting at waist; moderate wrist torque to twist equipment knobs and dials; lifting objects weighing up to 20 lbs. from below waist to above shoulders and transporting distances up to 50 yards.   Occasional squatting, kneeling, and reaching above and at shoulder height; moderate grasping to manipulate reference books and manuals; lifting objects weighing 20-35 lbs. from below waist to above shoulders and transporting distances up to 50 feet.

Vision: See in the normal visual range with or without correction; vision sufficient to read computer screens and printed documents and to operate equipment. 

Hearing: Hear in the normal audio range with or without correction.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Other Qualifications

This job description does not constitute an employment agreement between the City of Alpharetta and the employee and is subject to modifications as the needs and requirements of the position change.

The City of Alpharetta is an Equal Employment Opportunity (EEO) employer. All applicants receive consideration for employment without regard to race, color, religion, gender (including identity or expression), marital status, sexual orientation, national origin, age, disability, or any other protected classification as defined by applicable law (except as limited by Employee Manual & Benefits Handbook or bona fide occupational qualifications).

In compliance with the Drug-Free Workplace Act of 1988, the City of Alpharetta is committed to providing a safe, quality-oriented, and productive work environment consistent with the standards of the community in which it serves. Alcohol and drug abuse poses a threat to the health and safety of City’s employees and to the security of the City’s equipment and facilities. For these reasons, the City is committed to the elimination of drug and alcohol use and abuse in the workplace.

Title I of the Americans with Disabilities Act (ADA) protects qualified individuals with disabilities from employment discrimination. Under the ADA, a person has a disability if they have a physical or mental impairment that substantially limits a major life activity. The physical demands described within the job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the ADA, the City of Alpharetta will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.