Information Technology Technician

Location
Bowie, Maryland
Salary
$52,214
Posted
Oct 13, 2017
Closes
Nov 17, 2017
Ref
1452017-6
Career Level
Entry Level
Hours
Full Time

The Information Technology Technician is responsible for multi-level support that includes diagnosing, troubleshooting and resolving user issues in dynamic environment. The Information Technology Technician answers incoming support requests, inquiries, and emails to determine if problems are user, software or hardware related; analyzes problems/issues/inquiries; addresses issues personally when possible; assigns severity levels to the appropriate technician and; follows through to resolution.  This position also performs callbacks ensuring issues are resolved in a timely manner and that ticket information is accurate. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Service Desk Support

  • Provide end user technical support to all users
  • Troubleshoot technical issues including hardware, software and network communication issues
  • Responsible for answering phones, email and entering tickets for incoming support requests
  • Perform basic system administrator functions such as network user creation and password resets
  • Escalate issues quickly and efficiently to minimize disruption
  • Provide proactive maintenance on user workstations as directed
  • Available for scheduled on call support. (Will receive additional compensation)
  • Travel onsite to resolve issues that cannot be resolved remotely

Customer Service
Respond to customer issues and challenges without manager supervision

  • Maintain strong customer service skills when dealing with clients, vendors and other City of Bowie partners
  • Advise management of client support or reoccurring technical issues

Professional Development
Improve knowledge of current and future technologies that may be of benefit to the City of Bowie

Other Duties

  • Provide technical project support as directed
  • Perform other duties as assigned

QUALIFICATIONS/SKILLS REQUIRED:

  • Associate’s Degree in Computer Technology or related field
  • Three (3) years of appropriate experience in network and computer maintenance or an equivalent combination of education and experience.
  • Excellent customer service skills
  • Excellent troubleshooting techniques
  • Excellent communication skills including the ability to translate technical information to non-technical users
  • Effective analytical and creative problem solving skills
  • Strong organizational skills and keen attention to detail
  • Ability to work well in a team environment, to handle pressure and multiple projects simultaneously and to manage work within deadlines
  • Experience in cloud based technology such as Office 365 is a plus
  • Must be flexible, able to multi-task, and enjoy working in a diverse, results-oriented workplace where a premium is placed on teamwork
  • Sense of humor

 Salary:  $52,214

How to Apply:  please visit the city’s website at:  www.cityofbowie.org and click on the employment link.

Application deadline:    November 3, 2017 

The City of Bowie is a drug and alcohol-testing employer.  EOE