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CO
City of Graham
PC Technician
Career Insights for Help Desk Technician / Analyst
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What they do
A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
$53,490 / year median in North Carolina
-1% projected decline
Job Description
Do you enjoy solving technology challenges and helping others succeed? The City of Graham is looking for a PC Technician to join our Information Technology team. In this role, you'll provide hands-on technical support, troubleshoot hardware and software issues, and help keep the City's technology running smoothly so employees can continue delivering exceptional service to our community. General Statement of Duties Performs technical support and troubleshooting for the City's computer systems and end-user technology, including hardware, software, printers, peripheral devices, and basic network connectivity issues. Provides direct customer service and technical assistance to employees across departments and supports maintenance, deployment, and operation of City technology resources. Work is performed under the general supervision of the IT Director. An employee in this class provides direct technical support to City staff by responding to service requests and resolving technology-related issues. Responsibilities include diagnosing and resolving routine hardware and software issues, installing and maintaining end-user devices, and supporting departmental technology operations. The employee exercises sound judgment, prioritizes multiple requests, and communicates technical information effectively to non-technical users. More advanced infrastructure, cybersecurity, and enterprise system administration activities are escalated or performed under direction. Work involves both remote and on-site support across City facilities. Illustrative Examples of Work Responds to and resolves IT helpdesk requests in a timely and professional manner Troubleshoots hardware, software, printer, and network connectivity issues Installs and maintains desktop and laptop computers and peripherals Assists with account setup and password resets Deploys new equipment and replaces outdated hardware Runs, terminates, tests, and labels data cabling Performs software updates and basic cybersecurity practices Maintains IT inventory records Supports meetings and departmental technology needs Documents procedures and solutions Provides remote and on-site support Assists with system upgrades and technology initiatives Performs related work as assigned Working knowledge of computer hardware, operating systems, and standard software applications Basic networking knowledge Ability to troubleshoot independently Strong customer service and communication skills Ability to manage multiple priorities and maintain confidentiality Physical Requirements and Working Conditions Must be able to perform the physical life operational functions of talking, hearing, and repetitive motions. Work requires exerting up to 20 pounds of force occasionally and/or up to 10 pounds frequently. Duties may include climbing, stooping, reaching, grasping, and repetitive motions. The employee must be able to install and move computer equipment. Work requires visual acuity for preparing and analyzing data, operating equipment, and determining the accuracy and thoroughness of work. Work is performed in both office and field environments across City facilities.