Overview
Join to apply for the IT Technician role at City of El Segundo.
Under the general supervision of the Service Desk Supervisor, this position serves as the principal owner of the service request, break-fix incident and project task lifecycles as well as overall end user satisfaction. This position provides first and second-level remote and desk-side support for desktop computers, laptops, mobile devices, printers, scanners and other peripherals. In addition to providing hardware support, this position supports the county’s standard software suite along with all vendor software. This role resolves and documents support requests, performs preventative maintenance, acts as a light training resource for non-technical staff and delivers quality and consistent day-to-day end user support.
Responsibilities
* Troubleshoot hardware and software problems; complete repairs in a timely and efficient manner; ensure minimal recurrence of problems.
* Resolve and document all assigned service requests/incidents; effectively manage end user expectations and satisfaction.
* Effectively use remote assistance tools, vendor knowledge bases, the county’s ticketing system and other tools to diagnose and repair end user issues within target time limits.
* Provide end users with regular communication regarding status of repairs/installs, including notification when repairs are complete; verify with end users that repairs are satisfactorily completed.
* Advise end users on appropriate steps to avoid future incidents where applicable.
* Interface extensively with end users of all levels on application and desktop problems; escalate items to senior IT personnel for root cause determination and resolution as needed.
* Document all required information into the county’s ticketing system.
* Maintain complete inventory of desktop hardware and software.
* Perform preventative maintenance, including inspection and cleaning of workstations, printers and peripherals; complete site-specific checklists.
* Act as point of contact for vendor-related issues; triage end user troubles before escalating to vendor support.
* Install and maintain phone and data cabling infrastructure (patch panels, cabling, data jacks, etc.).
* Demonstrate high level of customer service, respond to voice mails and emails within defined timeframes, and assist other teams as appropriate.
Additional Job Functions
* Performs related duties as required.
* Requires travel between buildings; may require evenings or weekends.
* Must be available for on-call.
Minimum Qualifications or Standards Required
TO PERFORM ESSENTIAL JOB FUNCTIONS
* Physical Requirements: Moderate physical effort; lifting up to 40 pounds occasionally; extended keyboard time.
* Data Conception, Interpersonal Communications, Language Ability, Intelligence, Verbal Aptitude, Numerical Aptitude, Form/Spatial Aptitude, Motor Coordination, Manual Dexterity, Color Discrimination and Visual Acuity, Interpersonal Temperament, Physical Communications.
* Performance Indicators: Knowledge of job, Quality of Work, Quantity of Work, Dependability, Attendance, Initiative and Enthusiasm, Judgment, Cooperation, Relationships with Others, Coordination of Work, Safety and Housekeeping.
MINIMUM TRAINING AND EXPERIENCE: Requires a high school diploma or GED equivalent plus college-level Associate Degree coursework in computer science, supplemented by one to two years of increasingly responsible experience in computer operations and support, or an equivalent combination of education, training and experience. Excellent oral, written and customer service skills. Must have valid driver’s license, clean driving record and be able to pass FBI / CJIS fingerprint and background checks.
Equal Opportunity Employer
Benefits
* State of South Carolina Blue Cross Blue Shield Health & Dental Insurance
* Eyemed Vision Insurance
* SC State Retirement / Or PORS Retirement System for eligible Public Safety positions
* Long Term Disability
* Family Medical Leave
* Paid Annual Leave and Sick Time (accrued bi-weekly)
* Bi-weekly Pay Schedule
* On-site Health Clinic
* Employee Wellness Programs
* Discount YMCA Membership
* Lunch & Learn Programs
* Optional 401k and Deferred Comp Plans
* Optional Short Term Disability (Colonial Life)
* Paid Parental Leave
* Tuition Reimbursement
Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: Government Administration
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