Desktop Support Technician

Job Summary

Desktop support technician assist in the overall maintenance of the city’s information technology (IT) infrastructure. Technicians receive IT related concerns and/or errors from end-users, diagnose, troubleshoot, and provide solutions to end-users. Update systems with the latest hardware and software as needed. Ensures and performs regular maintenance of IT infrastructure. The Technician shall perform other duties and services as directed by the IT Director. This position has no budgetary responsibilities.

Principle (Essential) Duties and Responsibilities

• Resolving Service Desk Tickets in the ticketing system
• Answer Service Desk Calls
• Advising staff on appropriate procedures for directing their IT-related queries and recommendations.
• Receiving and documenting requests for support.
• Delivering IT and related assistance upon request, or as directed by the IT or Assistant Director.
• Configuring new desktops, and similar devices along with maintaining networks.
• Performing routine inspections and upkeep of existing installations IE: Patches and Updates.
• Updating computer operating systems and other important software, as needed.
• Substantiating requests for hardware/software upgrades, if appropriate.
• Assist with all citywide mobile devices(phones, tablets, and hotspots), including upgrades, replacements. Moving users’ data, contacts over to new phones, set up Hotspots for users as needed.

• Assist with maintaining computers and software including camera system in the Police Dept / Fire Dept vehicle Fleet. Provides support for hardware and software installation and programming of multiple programs the Police / Fire dept use including RMS, Firehouse Software, Dash cam video, County and State programs, Mobile CAD, and other required systems.
• Regular onsite attendance is required.

• Performs other duties and services as required or directed by the IT Director.
• Hours are M – F 8a to 5p and on-call as needed.

Minimum Education and Experience Qualifications:

• Associate's degree in a computer-centered discipline, or an equivalent combination of education and experience as a desktop support technician.
• Bachelor's degree is a plus.
• Familiarity with all Remote Support functions.
• Good installation, diagnostic, upgrade, and restoration abilities.
• Excellent vertical and lateral thinking.
• Superb time management and prioritization skills.
• Clear written and verbal communication.
• Excellent social skills (patience, flexibility, active listening, and communication).

Other Conditional Offers of Employment Requirements:

• Reside within 25 miles of the corporate city limits of Belleville within 15 months of employment.
• Possess a valid Driver’s License to operate a city vehicle.
• Successfully pass Drug Screen and Background check