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Summary Responsible for providing technical diagnosis, evaluation, troubleshooting, and resolution of requests and/or issues for the City of Garland employees. The role will also assist with user and workstation moves, migrations, and new system implementations associated with City requests. Pay Range: (Depending on qualifications and experience) Work Schedule: Monday - Friday, 8:00AM - 5PM schedule Essential Duties and Responsibilities include the following. Other duties may be assigned.
Analyze, troubleshoot, and repair a wide variety of PC/Laptop problems related to hardware and software. Monitor their respective ticket queue and handle tickets to ensure incidents and service requests are addressed in a timely manner, meeting established metrics and SLAs. Maintain a strong customer service focus and a desire to interact with end-users and peers successfully. Create and Edit (KB) Knowledge Base articles to accurately display content on Incident Resolutions Answer the Support Services phone when appropriate and utilize Easy Vista Knowledge Management to assist in the evaluation of a call. Reset customer passwords when needed, remap network drives, and install software and hardware. Able to function independently and produce results that meet standards of quality, timeliness, and acceptability. Update and maintain inventory configurations as appropriate in Easy Vista, SCCM, and Active Directory Coordinate with network services, application support, and other applicable groups when needed. Available to work after hours and weekends as required, including on-call rotation.
Minimum Qualifications
Or an equivalent combination of education and experience sufficient to successfully perform the job's essential functions. Preferred Qualifications Education/ Experience
Any college courses in Computer Technology, Computer Science, or related field of study 2-4 years experience in Desktop PC hardware and software field support and configuration A + Certification preferred, not required.
Knowledge, Skills & Abilities
- Demonstrate ability to install, configure, and troubleshoot desktop hardware and software.
- Working knowledge of Microsoft operating systems and desktop software such as Microsoft Office suite
- Interpersonal skills to work with customers to resolve issues.
- Excellent communication skills, both verbally and in writing
- Ability to work with diplomacy and a positive attitude.
- Ability to work effectively with all levels of the city.
- Ability to convey a correct sense of urgency based on customer or business impact.
- Ability to multi-task - prioritizes and performs a variety of concurrent tasks with efficiency and minimal direction.
Licenses and Certifications
Valid Class C Driver's License A + Certification preferred, not required HDI Desktop Advance Support Technician preferred, not required
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City of Garland
Jun 13, 2025