You will provide first-level hardware and software support, working closely with both civilian and sworn officers to ensure seamless operation of technology resources.

Key Responsibilities:

• Provide troubleshooting, maintenance, and upgrading of computer hardware and software. Walk through and explain troubleshooting procedures at both high and fine detail.
• Serve as the help desk point of contact, assisting users with application questions and issues, and coordinating resolutions.
• Document and maintain the lifecycle of computer hardware, including inventory, configuration management, and disposal. Ensure thorough documentation of support requests and troubleshooting procedures.
• Assist with configuring, testing, and imaging computers for deployment. Manage security through user accounts, permissions, and other security products.
• Work with vendors and external City departments to implement solutions, assist employees, and resolve problems.
• Identify technology-related security concerns (e.g., malware, phishing) and report them appropriately. Assist with planning and executing department-wide IT projects.
• Strong knowledge in troubleshooting information systems and computer networks. Experience with configuring, managing, and troubleshooting desktop and laptop computers in a Windows environment. Experience with installing and troubleshooting printers and other peripherals.
• Ability to effectively communicate complex technical subjects in non-technical language, both verbally and in writing.
• Prior experience in a public safety environment is preferred. Comfortable working in a local government environment within a chain of command.
• Ability to resolve issues efficiently while meeting deadlines.

Qualifications:

• Completion of college-level courses in information systems or  Four-year college degree in Information Systems
• Three years of progressive responsibilities in the IT field or an equivalent combination of experience and training. Experience in a helpdesk environment. Background supporting Windows 10 and Office 365.