GENERAL DESCRIPTION OF POSITION
The IT Systems Technician provides front-line technical support for the City of Fort Pierce IT Operations Division and serves as the primary entry point for technology service requests from City staff.
This position is responsible for assisting users with routine technical issues involving workstations, mobile devices, enterprise applications, and supported business systems. The role focuses on providing reliable customer service, documenting service requests, and resolving common technical incidents while escalating more complex issues to Systems Analyst II or Systems Analyst III staff.
The Technician position supports daily IT operations by assisting with device deployment, workstation configuration, software installation, and basic troubleshooting activities across City departments.
The IT Operations Division operates in a 24/7 environment, and the position may require participation in after-hours support or emergency response during critical events affecting City operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES
1. Service Desk Operations
a. Serve as the first point of contact for IT support requests from City staff.
b. Receive, document, categorize, and prioritize incidents and service requests using the City’s IT service management platform.
c. Provide first-level troubleshooting support for common hardware, software, and application issues.
d. Escalate complex or unresolved issues to Systems Analyst II or Systems Analyst III staff according to established escalation procedures.
2. End User Technical Support
a. Install, configure, and maintain desktop and laptop computers.
b. Support common business software including Microsoft Windows, Microsoft 365 applications, and other City-approved software.
c. Assist users with account access, password resets, and system login issues.
d. Provide remote and on-site assistance to City staff as required.
3. Device Deployment and Maintenance
a. Assist with workstation imaging, equipment deployment, and hardware replacement.
b. Install approved software and security updates on user devices.
c. Perform preventative maintenance on workstations, printers, and peripheral equipment.
4. Document and Knowledge Management
a. Maintain accurate and complete service ticket documentation.
b. Assist with creating knowledge base articles and user support documentation.
c. Support maintenance of asset inventory records and equipment tracking.
5. Customer Service and Communication
a. Provide professional and courteous technical support to City staff.
b. Communicate technical solutions in a clear and user-friendly manner.
6. Other Duties
a. Perform related duties as assigned in support of the IT Operations Division.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty mentioned satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
EDUCATION AND EXPERIENCE
• Associate or Bachelor’s degree in Information Technology, Computer Science, or related field; or equivalent experience may be considered.
• Minimum 1–2 years of experience providing technical support in an enterprise or service desk environment.
• Experience supporting enterprise desktop environments and business software applications.
REQUIRED CERTIFICATES, LICENSES, REGISTRATIONS
1. One or more of the following certifications are required or must be obtained within 18 months of employment:
a. CompTIA A+ Certification
PREFERRED CERTIFICATES, LICENSES, REGISTRATIONS
• Microsoft 365 Certified: Endpoint Administrator Associate (Or most current equivalent)
• ITIL Foundation
KNOWLEDGE, SKILLS, AND ABILITIES
• Basic knowledge of desktop operating systems and productivity software.
• Strong customer service and communication skills.
• Ability to diagnose and resolve routine technical issues.
• Ability to follow documented procedures and escalation processes.
• Ability to maintain accurate documentation of service requests and technical resolutions.
SUPERVISION RECEIVED
Work is performed under the general supervision of the IT Operations Manager or designee.
SUPERVISION EXERCISED
This position does not exercise supervisory authority.
PHYSICAL REQUIREMENTS
• Ability to operate computers and related equipment for extended periods.
• Ability to lift equipment up to approximately 30 pounds when necessary.
ENVIRONMENTAL CONDITIONS
Work is typically performed in an office environment with occasional work in equipment rooms or other technology locations. This position is considered an essential position and may be required to respond to emergency events such as hurricanes or other natural disasters.
ANALYTICAL ABILITY / PROBLEM SOLVING
MODERATELY STRUCTURED. Fairly broad activities using moderately structured procedures with only generally guided supervision.
PLANNING
With regard to general assignments in planning time, method, manner and/or sequence of performance of own work.
LIMITED RESPONSIBILITY
DECISION MAKING
Performs work operations which permit opportunity for decision-making of minor importance. FREQUENTLY;
Performs work operations which permit opportunity for decision-making of major importance. N/A
COMMUNICATION SKILLS
Ability to effectively communicate information and respond to questions in person-to-person and small groups situations.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ration, and percent and to prepare and interpret bar graphs.
CRITICAL THINKING SKILLS
Ability to utilize common sense understanding in order to carry out written, oral or diagrammed instructions. Ability to deal with problems involving several known variables furnished in written, oral, or diagram formats.
SUPERVISION RECEIVED
Under GENERAL SUPERVISON where standard practice enables the employee to PROCEED ALONE on routine work, referring all questionable cases to supervisor.
MENTAL DEMAND
MODERATE; Operations requiring almost continuous attention, but work is sufficiently repetitive that a habit cycle is formed; intermittent directed thinking to determine or select materials, equipment or operations.
USE OF MACHINES, EQUIPMENT AND/OR COMPUTER
Regular personal computer support, technical help, and/or, basic software support, database analysis, level I technician, project coordination, installation and help desk.
ACCURACY
Probable errors would not likely be detected until they reached another department, office or patron, and would then require considerable time and effort to correct the situation.
PUBLIC CONTACT
Occasional contacts with patrons on routine matters.
EMPLOYEE CONTACT
Contacts occasionally with others beyond immediate associates, but generally of a routine nature. May obtain, present or discuss data, but only as it pertains to an immediate and specific assignment.
SOFTWARE SKILLS REQUIRED
10-Key Basic
Accounting Basic
Alphanumeric Data Entry Basic
Contact Management Basic
Database Basic
Enterprise Resource Planning None
Human Resources Systems None
Payroll Systems None
Presentation/PowerPoint Basic
Programming Languages None
Spreadsheet Basic
Word Processing/Typing Basic
PHYSICAL ACTIVITIES
While performing the functions of this job, the employee may be required to:
Stand Frequently
Walk Frequently
Sit Regularly
Use hands to handle or feel Regularly
Reach with hands and arms Frequently
Climb or balance Occasionally
Stoop, kneel, crouch or crawl Occasionally
Talk or hear Regularly
Taste or smell Never
WEIGHT LIFT REQUIREMENTS
The employee must occasionally lift and/or move:
Up to 50 pounds
VISION REQUIREMENT
Specific vision abilities required by this job may include:
Close vision (use of a computer, equipment, or any other work duties that require clear vision within two (2) feet or less).
ENVIRONMENTAL CONDITIONS
The following work environment characteristics described here are representative of those an employee encounters while performing essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
Work near moving mechanical parts (spinning shafts, engines, lifts, etc.):
Occasionally
Work in high, precarious places (tall structures, bucket lifts, extension ladders, etc.):
Occasionally
Fumes or airborne particles (painting, sanding, solvents, flying lint or dust particles, etc.):
Occasionally
Toxic or caustic chemicals (including potential for chemical spills, etc.) :
Never
Outdoor weather conditions (exposure to outdoor heat, cold or inclement weather):
Occasionally
Wet or humid conditions (not weather-related, such as greenhouse, carwash, etc.):
Never
Risk of electrical shock (live electrical wires, equipment that retains power after shutoff):
Occasionally
Vibration (jack hammer, soil compactor, equipment that creates high vibration, etc.):
Never
The noise level in the work environment is usually:
Moderate (business office with computers/printers, light traffic, etc.)
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts, or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workload, rush jobs, or technological developments).
