Listing Summary

Position Summary:

 

The City of Mableton is seeking a skilled IT Technician to provide technical support, maintain hardware and software systems, and ensure the effective operation of the city's cloud-native, secure computing environment. This position requires a proactive individual with excellent problem-solving skills, a strong understanding of modern IT systems, and the ability to provide exceptional support to end-users.

Essential Duties & Responsibilities: 

• Support development and deployment of new computer projects and hardware installations.
• Perform remote and on-site analysis, diagnosis, and resolution of system problems for end users, and recommend and implement corrective solutions.
• Install, configure, test, maintain, monitor, and troubleshoot end-user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products to deliver required desktop service levels.
• Administer and resolve issues with associated end-user workstation network software products.
• Support audio/visual equipment.
• Receive and respond to incoming calls, emails, and/or tickets regarding IT issues.
• If necessary, consult with third-party support (software) and PC equipment vendors.
• Perform related duties consistent with the scope and intent of the position.
• Work with vendors, requiring extensive time on the phone working through issues.
• Take notes and problem solve independently.
• Provide troubleshooting and support for hardware, software, and network-related issues, including laptops, monitors, printers, scanners, and mobile devices.
• Respond to and resolve IT service requests and incidents promptly, ensuring minimal disruption to city operations.
• Set up and configure hardware for new hires, including laptops, monitors, phones, and printers.
• Ensure all end-user devices are managed with Google Endpoint Management and configured with security protocols, including full disk encryption.
• Monitor and maintain the city’s LAN, WAN, and wireless network architecture, including DNS and application security.
• Assist with managing endpoint protection and automated threat response.
• Ensure compliance with two-factor authentication policies for all systems and applications.
• Manage and support applications within Google Workspace, including Gmail, Google Drive, Google Meet, and Microsoft Office 365.
• Assist with integration and trial evaluations of third-party software, like Microsoft 365, and other tools for compatibility and efficiency.
• Maintain documentation for IT assets, configurations, and procedures.
• Provide training and support to staff on the use of IT systems and policies.
• Address and resolve issues related to software performance, document accessibility, and account credentials.
• Manage and troubleshoot network, email, hardware, and wireless devices.

Required Qualifications:

• High School diploma or equivalent, and 2 years’ work experience in related field.
• Excellent knowledge of PC and desktop hardware.
• Proficient in Google Workspace administration.
• Experience with endpoint security tools, DNS management platforms and basic website maintenance.
• Familiarity with hardware setup and troubleshooting, including laptops, monitors, printers, and mobile devices.
• Knowledge of compliance frameworks such as NIST, FedRAMP, or ISO 27001 is a plus.
• Skill using a range of software tools for GIS map creation and data analysis including ArcGIS is a plus.
• Data management and schema design within ESRI platforms for geodatabases is a plus.
• Working technical knowledge of current protocols, operating systems, and standards.

Knowledge, Skills, and Abilities

• Knowledge of PC software and hardware.
• Knowledge of proper software installation and configuration.
• Knowledge of endpoint (PC’s) operating system software.
• Skill in understanding a customer’s issue and working through the issue.
• Skill in computers and all job-related software.
• Skill in interpersonal relations.
• Skill in problem solving.
• Skill in basic troubleshooting.
• Skill in oral and written communication.
• Ability to operate tools, components, and peripheral accessories.
• Able to read and understand technical manuals, procedural documentation, and OEM guides.
• Ability to work within confined spaces such as wiring and equipment rooms.
• Ability to conduct research into PC and software issues and products as required.
• Lifting and transporting of moderately heavy objects, such as computers and peripherals.
• Ability for sitting, standing, or walking for extended periods of time.
• Must possess a valid driver’s license and pass drug test.
• Strong problem-solving and communication skills.
• Ability to work independently and prioritize tasks effectively.
• Commitment to providing excellent customer service.

Preferred Qualifications:

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Related technical certifications are a plus (MCSE, A+, Net+, MOUS/MOS)