Under general supervision, this technical-level position provides computer workstation, telephone system, and software support to city employees. This position will provide internal help desk support, in person, remotely, or via phone, to resolve computer-related issues including, but not limited to, computer hardware, network login, software installs, troubleshooting peripherals, Active Directory, VoIP phones, Microsoft 365, Mobile devices (laptops, smartphones, tablets), and Windows 11 Enterprise.
Job Responsibilities:
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Provides Level 1 technical support; provides in-person, hands-on help at the desktop level, including receiving incoming calls, e-mails, and walk-ups in a courteous manner for the citywide Help Desk.
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Prioritizes, actively resolves, and provides complete documentation for all end user help requests in the Help Desk tracking tool.
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Escalates end user help requests to the appropriately experienced technician when required.
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Installs, configures, and troubleshoots mobile devices.
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Provides tier 1 installation, configuration, and troubleshooting of applications, operating systems, and VoIP phone system supported by the City.
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Assists with Microsoft Entra ID tasks, including password resets, MFA enrollment, and basic device registration troubleshooting.
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Reinforces security awareness practices with end users, including phishing recognition and safe computing habits.
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Responsible for moves, adds, changes, upgrades, troubleshooting, maintenance, and inventory of workstations, laptops, tablets, cell phones, desk phones, monitors, printers, scanners, and any other city-owned technology.
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Responsible for defined employee on-boarding\off-boarding tasks in addition to name changes and job transfers.
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Provides end-user training as needed.
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Provides after-hours on-call support on a rotating schedule.
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Provides basic Audio-Visual support for Public Meetings on a rotating schedule, along with other IT Staff.
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Performs other duties as assigned.
Education and Experience:
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High School diploma or equivalent AND one of the following:
- Associate’s degree (or at least 60 college credit hours) in a relevant field
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CompTIA A+, Security+ or Network+ certifications
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One (1) year of related work experience in all the following knowledge bases:
- Windows Operating Systems support
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Microsoft Office product support
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Computer hardware and software troubleshooting
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Customer service
Licenses or Certifications:
None.
Special Requirements:
- Ability to possess and maintain Criminal Justice Information Systems (CJIS) security clearance and requirements.
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Possession or ability to obtain and maintain a valid Georgia Driver’s License.
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Ability to pass a pre-employment background and/or criminal history check.
Knowledge, Skills, and Abilities:
- Knowledge of basic computer hardware, desktops, and server operating systems.
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Basic knowledge of application support.
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Basic knowledge of Microsoft Entra ID and multi-factor authentication concepts.
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Basic knowledge of VPN and remote connectivity troubleshooting.
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Excellent written and oral communication skills
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Ability to conduct research into a wide range of computing issues as required.
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Ability to absorb and retain information quickly.
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Ability to present ideas in user-friendly language.
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Ability to pay attention to detail.
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Ability to analyze and solve problems.
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Ability to effectively prioritize and execute tasks.
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Ability to work in a team-oriented, collaborative environment.
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Ability to provide excellent customer service, get along with coworkers, and maintain effective working relationships.
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Ability to maintain confidentiality and exercise discretion and judgment in dealing with sensitive or confidential information.
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Ability to travel between various City worksites.
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Ability to work an on-call rotation.
Physical Demands:
The work is medium work and requires exerting up to 50 pounds of force occasionally, up to 30 pounds of force frequently, and/or up to 10 pounds of force constantly to move objects. Additionally, the following physical abilities are required: balancing, climbing, crawling, crouching, feeling, manual dexterity, grasping, handling, hearing, kneeling, lifting, mental acuity, pulling, pushing, reaching, repetitive motion, speaking, standing, stooping, and visual acuity.
Work Environment:
Work is typically performed in an office setting.
Disclaimer:
All applicants tentatively selected for a position will be required to submit to pre-employment drug testing and background investigations prior to hire.
The City of Woodstock is an Equal Opportunity Employer and does not discriminate on the basis of race, color, national origin, sex, religion, age, or disability in employment or the provision of services.
E-Verify: In accordance with state and federal law, this employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s Form I-9 to confirm work authorization. In order to determine whether Form I-9 documentation is valid, this employer uses E-Verify’s photo screening tool to match the photograph appearing on some permanent resident and employment authorization cards with the official U.S. Citizenship and Immigration Services’ (USCIS) photograph.
Employers may not use E-Verify to pre-screen job applicants or to re-verify current employees and may not limit or influence the choice of documents presented for use on Form I-9.
IMPORTANT: If the Government cannot confirm that you are authorized to work, this employer is required to provide you written instructions and an opportunity to contact SSA and/or DHS before taking adverse action against you, including terminating your employment.
The City of Woodstock provides a competitive benefits and compensation package to eligible employees, including paid time off, health, dental, vision, and employer-paid long-term disability as well as life insurance; an employer-paid pension plan and 457 tax-deferred savings plan with employer match; and a discounted gym membership.
Starting Base Pay Rate: $22.51 per hour, based on experience and qualifications.
For more information on City of Woodstock, please visit www.woodstockga.gov.
