IT Help Desk Technician

The City of San Marcos is looking forward to welcoming its newest addition to the

City's Information Technology Team as we recruit for an experienced and well-rounded Part Time IT Help Desk Technician. This position provides first line service delivery and incident resolution to end users, who may be on-site or remote, either in-person, by telephone, or electronically. Ideal candidates are patient, detail-oriented self-starters with an upbeat and helpful manner, possess a comfort with technology, and have effective communication, organizational, and work management skills. Works under the general direction of the IT Coordinator and IT Director.

This part time position may work up to an average of 20 hours per week and no more than 980 hours per fiscal year (July 1 - June 30).

The job posting is open continuously until position is filled. Qualified applicants will be contacted by Human Resources to schedule an interview.

The following duties are typical for this classification. Incumbents may not perform all of the listed duties and/or may be required to perform additional or different duties from those set forth below to address business needs and changing business practices.

Here are the primary duties of an IT Help Desk Technician:

Technical Support:

• Answering queries via phone, email, or chat.

• Diagnosing and resolving technical hardware and software issues.

• Assisting with the setup, configuration, and maintenance of computer systems.

Issue Resolution:

• Logging and tracking support requests in a ticketing system.

• Escalating complex issues to higher-level support or specialized technicians.

• Following up with users to ensure issues are resolved and users are satisfied.

User Training:

• Providing basic training to users on how to use computer systems and software.

• Creating and updating user manuals and documentation.

System Maintenance:

• Performing regular maintenance tasks such as software updates, backups, and system monitoring.

• Managing user accounts and permissions.

Troubleshooting:

• Identifying and troubleshooting issues related to network connectivity, printers, and other peripherals.

• Replacing or repairing defective hardware components.

Customer Service:

• Communicating effectively with users to understand their issues and provide solutions.

• Maintaining a high level of customer satisfaction.

Documentation:

• Documenting problem resolutions and updates in the knowledge base.

• Maintaining accurate records of issues and solutions.

Collaboration:

• Working with other IT team members to address systemic issues.

• Participating in team meetings and contributing to process improvement.

Security:

• Ensuring security protocols are followed, including antivirus and anti-malware measures.

• Educating users on security best practices.

Remote Support:

• Providing remote support using tools and software to troubleshoot and resolve issues.

The candidate should have, or be pursuing, the education, knowledge, and/or experience to successfully perform the assigned duties using the items listed below:

Education

• Bachelor's Degree in Information Technology, Computer Science, a related field, or equivalent experience.

Certifications

• Microsoft Certified: Relevant certifications such as Microsoft 365 Certified: Modern Desktop Administrator Associate, Microsoft Certified: Windows Server Hybrid Administrator Associate, and Microsoft Certified: Security, Compliance, and Identity Fundamentals.

• CompTIA: A+ certification for foundational IT skills and Network+ or Security+ for network and security expertise.

• Microsoft Intune Certification: Demonstrating knowledge in device management and mobile device management (MDM).

Technical Skills

• Windows 11: Proficiency in troubleshooting, configuring, and maintaining Windows 11 operating systems.

• Microsoft 365 (F3, G3, G5): Deep understanding of Microsoft 365 services, including user management, security configurations, and application troubleshooting.  Experience in a GCC environment is a plus.

• Microsoft Intune: Experience in deploying and managing devices, applications, and policies using Intune.

• Microsoft Security Stack: Familiarity with Microsoft Defender for Endpoint, Microsoft Defender for Office 365, Sentinel, and other security tools.

• Windows Servers: Experience in managing and troubleshooting Windows Server environments, including Active Directory, Group Policy, and file/print services.

Enterprise Applications

• Tyler Enterprise ERP: Knowledge of the Tyler Enterprise ERP system, including installation, configuration, and user support.

• CentralSquare Community Development (TRAKiT): Experience with CentralSquare's TRAKiT system, including troubleshooting and user assistance.

• CentralSquare Enterprise Asset Management (EAM) aka Lucity: Proficiency in supporting and managing the Lucity application, including asset management and maintenance functionalities.

Experience

• Help Desk Experience: Proven experience in a help desk or technical support role, preferably in a similar environment.

• Ticketing Systems: Familiarity with using and managing IT ticketing systems for logging, tracking, and resolving user issues.

• Customer Service: Excellent communication and interpersonal skills to effectively assist and support end-users.

Soft Skills

• Problem-Solving: Strong analytical skills to diagnose and resolve technical issues efficiently.

• Time Management: Ability to manage multiple tasks and priorities in a fast-paced environment.

• Team Collaboration: Capability to work effectively as part of a team and collaborate with other IT professionals.

Additional Skills

• Documentation: Ability to create and maintain detailed documentation for processes, configurations, and user instructions.

• Training: Capability to provide user training on systems, applications, and security best practices.