Responsible for providing in-depth troubleshooting and advanced diagnostics of the City of Garland's technical issues and problems that may occur with applications, networks and server groups. Also, responsible for creating application packages and Desktop Images, maintaining System Center Configuration Manager (SCCM), as well as training and mentoring PC Technicians.
Target Hiring Range: $25.68/hr - $31.31/hr
Essential Job Functions Subject Matter Expert on City of Garland software and hardware. Document and implement best practices within Support Services to improve efficiency and technology. Draft Knowledge Management articles to aid in resolution of incidents. Serve as liaison between Support Services and other departments as needed on projects and deployments. Communicate highly technical information to both technical and non-technical personnel. Monitor incident within the Incident Management System and follow-up to ensure satisfactory and timely resolution of incident. Assist Support Services technicians/operators as needed when appropriate and utilize Incident and Asset Management System in order to assist in the evaluation of a call. Coordinate with network services, application support, and other applicable groups when needed. Create and modify Software Installation packages for custom and COTS software. Create and maintain Windows Desktop Operating Systems Serve as a mentor to coach and train PC Technicians as needed. May serve in leadership capacity if needed by Supervisor. Available to work after hours and weekends as required, including possible on-call rotation. Minimum Education & Work Experience Associate's Degree OR six years of applicable experience and two professional certifications 6 years related experience Desktop Support certification Or an equivalent combination of education and experience sufficient to successfully perform the essential functions of the job. Preferred Knowledge - Abilities & Skills
* Bachelor's Degree in Information Technology, Computer Science or related field of study * 6 years' experience with the configuration and installation of computer hardware/software and in problem resolution * Desktop Support Technician by HDI and/or Microsoft Certified Desktop Support Technician (MCDST) by Microsoft (or superior certification) or the ability to acquire desired certification(s) within six months of employment.
Knowledge, Skills & Abilities:
* Demonstrated experience with Windows Operating System creation and deployment technologies * Experience with Scripting technologies such as PowerShell, VBScript, and Batch Files * Mastery of Software packaging tools such as Installshield, AdminStudio and SCCM. * Extensive working knowledge of Microsoft operating systems and desktop software such as Microsoft Office suite * Excellent communication and written skills * Excellent organizational and multi-tasking skills - prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction * Ability to follow written and verbal instructions * Ability to work well with others in a team as well as independently * Ability to work effectively at all levels of the City with ability to convey a correct sense of urgency based on customer or business impact
Licenses & Certifications Desktop Support Technician by HDI and/or Microsoft Certified Desktop Support Technician (MCDST) by Microsoft (or superior certification) or the ability to acquire desired certification(s) within six months of employment. Valid Class C Driver's License Physical Tasks & Working ConditionsThe office environment is typical; the employee should expect occasional exposure to unpleasant environmental conditions and/or hazards. The position requires that the employee be able to lift 35 pounds, work in close / cramped areas, work in dusty conditions, work in low-light conditions and be able to sit, stand, kneel, crouch and bend for brief periods of time. Available to work after hours and weekends as required, including on-call rotation. CompetenciesModels Organizational Values Customer Service Interpersonal Skills Communication Problem Solving Dependability Adaptability/ Flexibility Productivity Quality Technical Skills Work Environment Safety Teamwork Managing Conflict Negotiation Skills
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