Knowledge of:

Desktop and laptop computer hardware, operating systems, mobile devices, printers, scanners, and peripherals. Microsoft Windows operating systems and standard business software. Microsoft Office, Outlook, Zoom, and basic email troubleshooting. Basic Active Directory concepts, including users, groups, computer accounts, password resets, and domain-joined devices. Basic networking concepts, including IP addressing, DNS, DHCP, Ethernet, Wi-Fi, cabling, network printers, and connectivity troubleshooting. Basic cybersecurity practices, including password security, MFA, phishing awareness, endpoint protection, and safe handling of City data. Help desk ticketing systems and proper documentation practices. Basic inventory and asset management practices. Customer service principles and professional communication practices.

Ability to:

Provide courteous, professional, and timely technical support to users with varying levels of technical skill. Follow established IT procedures, checklists, security requirements, and escalation paths. Troubleshoot routine hardware, software, account, printer, and connectivity issues. Accurately document work performed in a ticketing system. Prioritize assigned work and manage multiple support requests. Maintain confidentiality of City data, user accounts, law enforcement/public safety information, and sensitive systems. Work independently on routine assignments after training. Escalate complex or high-risk issues to higher-level IT staff. Safely lift, move, install, and configure computer equipment. Travel to City facilities as needed. Work occasional evenings, weekends, or special events to support maintenance windows, outages, or City operations. Work in a constant state of alertness and in a safe manner. Physical Demands & Working Environment The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the Americans with Disabilities Act, the city encourages both prospective and current employees to discuss potential accommodations needed to perform the essential duties of this position.

Environment:

Work location will primarily be in a standard office setting; however, special events requiring work may be held outdoors out of town travel for training events, conferences and meetings may also be required

Physical Demands:

See accompanying page for details

Key Working Relationship:

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