Desktop Support Technician

Position Definition: Installs and maintains computer hardware, software and peripherals throughout the City in order to meet the City’s data collection, analysis and processing needs.   Provides end-user technical support either remotely or in person. 

General Duties: 

• Plans work according to standard procedures.
• Installs, services, troubleshoots, and repairs City computers and related equipment, including software.
• Assists with network functions as requested.
• Responds to service calls and help desk ticket requests.
• Maintains a continuous log of all activities.
• Researches and recommends new hardware and software techniques for data processing.
• Maintains accurate, current, and complete equipment and software inventories.
• Prepares statistical, inventory, and narrative reports for the Supervisor.
• Reports work accomplished to the Supervisor.
• Performs other related duties as required.

Additional Duties: 

• Maintains contact with vendors.
• Coordinates defective hardware and software returns with City vendors and ensures a quick and accurate resolution.
• Sets up and troubleshoots hybrid/virtual meeting equipment for night meetings.
• Sets up ad hoc on-site/off-site conferences, meetings, and events.
• Carries a cellphone while performing duties.
• Acts as essential personnel during emergency situations.

• The skills and knowledge required are generally acquired with an Associate’s degree in Computer Science, Management Information Systems, or a related field.
• A minimum of three years of progressively responsible experience in installing and maintaining various types of hardware and software. Practical work experience may be substituted for advanced education in some cases.
• Thorough knowledge of concepts, techniques, and methods for installing, configuring, implementing, and maintaining computers and peripherals, including tablets and smart devices.
• In-depth knowledge of and ability to install and maintain operating systems, database systems, Microsoft Office 365, antivirus software, and virtual desktops.
• Thorough knowledge of TCP/IP, connectivity methodologies, and wireless technologies.
• Ability to work independently and research solutions to solve problems.
• Proficiency in diagnosing hardware, software, and application problems and implementing timely resolutions.
• Strong ability to write or explain procedures and instructions clearly for non-technical users.
• Effectiveness in collaborating with users, vendors, and staff to resolve complex technical problems efficiently.
• Basic knowledge and experience with audio/video setup are preferred.

• Associate's degree in Computer Science or Management Information Systems or other Computer Science degree. 
  • In some cases, practical work experience may be substituted for an advanced education.
• Minimum three years of progressively responsible experience in installing and maintaining different types of hardware and software. 

License or Certificate: A+ Certification preferred.

This position is a NMEA Grade 16.

Note:  The above is illustrative of tasks and responsibilities.  It is not meant to be all-inclusive of every task and responsibility.

The City of Norwalk is an Affirmative Action/Equal Opportunity Employeer