Desktop Support Technician

SCOPE OF SERVICES Sr. Desktop Support Services:

• Perform on-site systems support for all city end-user devices.
• Coordinate required service delivery with City departments so that there is minimal disruption of ongoing production operations at City location.
• Be primary point of contact for end-to-end management of issues, including coordination with third party vendors.
• Diagnose and resolve software problems and conflicts.
• Coordinate the resolution of printer problems with City contracted printer maintenance vendor.
• Coordinate requests for audio/visual equipment assistance within City departments and conference rooms.
• Resolve PC connectivity issues consisting of log-in, file access, and printing.
• After resolution of problem, test for full functionality, connectivity, and access to servers and printers.
• Backup and restore user data on desktops and laptops before repairs, to the greatest extent possible.
• Conduct ongoing analysis of equipment maintenance and call history to track service trends.
• Collect and report on performance data per SLA requirements.

Install, Move, Add, Change (IMAC) Services:

• Coordinate with the user the date and time of arrival for IMAC services.
• Unpack, assemble, and install; test system connectivity, functionality, and operability, and provide high-level orientation to users.
• Move and reinstall user data files in accordance with IMAC policy.
• Decommission old equipment if designated by City.
• Update the asset management system.
• Inform users of service activities performed.
• Disconnect a system at one location, reconnect it at another location, and test connectivity and proper operation, or move disconnected system to a specified storage area.
• Re-configure moved system, for example, IP address, subnet mask, gateway settings, DNS server addresses, server name/address, and verify standard mapped drive configurations and network printers.
• Test hardware and software configuration, connections to standard mapped drives, and print a test page to a local or network printer, if applicable.
• At completion of IMAC, provide brief overview/training on new or modified hardware and software.
• Conduct asset validation, consisting of user profile updates, device asset tag check, and model and serial number check.
• Maintain process for disposal of equipment and/or return of leased equipment.
• Coordinate with other IT technical support groups (Applications, Server, Network) for IMAC activities.
• Confirm that user data is backed up before proceeding with IMAC, to the greatest extent possible.
• Ensure device is fully operation for user.
• Collect and report on performance data per SLA requirements.

Asset Management Services:

• Update and maintain the City’s asset tracking system (City uses Quest KACE Systems Management Appliance and Microsoft InTune).
• Maintain the inventory database with descriptions, characteristics, logistics, and warranty information for all City-owned hardware.
• Track and maintain the inventory of all hardware and software licensing including any additions or deletions that occur. Tag hardware assets.
• Assist the City with regular audits and reconciliations to maintain accuracy of the central asset repository.
• Maintain management responsibility for loaner units and spare equipment used as a temporary replacement while corrective maintenance service is performed.
• Install or replace desktops and laptops according to the City’s approved replacement/refresh schedule.
• Process equipment shipping and delivery requirements, relocation and disposal of retired equipment, and/or return of leased equipment.
• Retain a copy of all equipment and maintenance contracts and equipment orders (invoicing, payment statuses and requisitions) when assisting with the procurement of hardware and software assets as required by City.
• Assist City with bids for hardware procurement to request a cost quote from the suppliers that best meet the defined requirements.

Telephone Network, VoIP Services:

• Respond to alerts by conducting initial trouble shooting and working with Third Party vendors such as Protelesis.
• Perform handset Install/Move/Add/Change (IMAC) to support day-to-day operations.
• Perform Voicemail password resets.

Pay: $25.00 - $27.00 per hour

Work Location: In person