IT Senior Technician

Definition Essential Functions

The incumbent must have the ability to:

• Perform all the essential functions of an IT Technician I and II.
• Resolve the majority of inquiries and issues from customers.
• Respond to incoming requests in a timely manner, track all customer contacts, research questions, and issues, and resolve each interaction with customer satisfaction.
• Document each customer contact with details and enough information so as not to cause extra efforts by other support personnel.
• Escalate incidents to other groups within the department, when appropriate, and in a timely manner.
• Expand the knowledge of the existing knowledgebase by providing solutions to frequently occurring problems.
• Perform responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs).
• Assist lower-level technical staff as needed.
• Research and resolve highly complex customer inquiries in a timely manner.
• Provide advanced audio-visual support for AV equipment throughout the city.
• When necessary, assist the infrastructure group with various tasks such as maintaining Airwatch (MDM), anti-virus software, maintaining Active Directory, Azure AD, and dealing with security incidents. Provide city-wide communications support including land and wireless services, desk phones, voicemails, mobile devices (phones and tablets).
• Coordinate with vendors to resolve issues.
• Participate on IT project teams as needed.
• Communicate clearly and concisely, both verbally and in writing.
• Communicate Service Desk technology and operational inefficiencies and assist in process improvements.
• Act as a mentor and assist supervisor in developing technical training programs for lower-level technical staff.

Experience and Training Guidelines

A combination of experience and training that would provide the required knowledge is qualifying. The incumbent must have knowledge and background in the following:

• Windows-based and Mac-based workstations and related peripherals.
• Microsoft operating systems, IOS, android, and networking environments.
• Working knowledge of application software such as Microsoft 365, and Adobe products.
• Wireless devices with including smartphones, tablets, and a broad range of internet enabled devices
• Mitel phone systems.
• A basic understanding of IT Infrastructure Library (ITIL) processes.
• Experience in working harmoniously with users in a team environment.
• Excellent problem-solving skills

EXPERIENCE AND EDUCATION: A minimum of three (3) years of working experience maintaining Windows-based workstations and related software in a commercial or municipal government environment and significant training and/or certification in Windows and Microsoft networks and education equivalent to an Associates Degree in Computer Information Systems or a related field. A Bachelor's Degree is preferred.

DESIRED CERTIFICATIONS:
* HDI Customer Service Representative
* HDI Support Center Analyst
* Microsoft Certified Desktop Support Technician
* A+ Certification
* ITILv4 Certification

LICENSES AND/OR CERTIFICATIONS: Possession of, and continuously throughout employment, a valid California Class "C" Driver's License.

Required Question