IT Technician I

The Information Technology Technician I provides technical support for the City's information technology systems, equipment, and users. This position installs, configures, maintains, and troubleshoots computer workstations, software, peripheral devices, printers, scanners, and related technology.

• 1. Provides technical support to City employees and contractors for computers, software, mobile devices, printers, telephones, and other technology equipment.
• 2. Installs, configures, maintains, and troubleshoots computer workstations, laptops, operating systems, software applications, peripheral devices, and related equipment.
• 3. Responds to service requests by prioritizing and resolving technical issues and accurately documenting time, actions taken, and resolutions in service ticket.
• 4. Maintains inventory and records for City technology equipment, software, licenses, and assigned devices.
• 5. Perform workstation troubleshooting to isolate and diagnose common hardware and software problems; correct problems and follow up with users as necessary.
• 6. Provides technical assistance and training to users in the use of City technology software and equipment.
• 7. Performs basic troubleshooting of audio/visual and conferencing equipment.
• 8. Provides technical support for City Council meetings and other City meetings, including setup, operation, and troubleshooting of computers, displays, microphones, audio systems, video systems, presentation equipment, and meeting technology.
• 9. Perform preventative workstation equipment maintenance, upgrade hardware and software on workstations.
• 10. Perform setup, installs, configuration, and relocation of various workstations hardware and software components.
• 11. Performs basic troubleshooting of wired and wireless network connectivity and escalates complex infrastructure issues as appropriate.
• 12. Creates and maintains technical documentation, procedures, and user instructions.
• 13. Coordinates with vendors and service providers as needed to resolve equipment, software, or service issues.
• 14. Assist with projects assuring the integrity, security and effective performance of the City's information systems.
• 15. Maintain appropriate confidentiality of work-related issues, including but not limited to customer, employee and City information and records.
• 16. Perform other duties as assigned: support special IT project efforts as directed by manager.

This is not intended to be a comprehensive listing of all activities, duties and responsibilities required of the job. Other duties may be assigned and/or performed. To perform this job successfully, an individual must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skills and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities:

• Excellent interpersonal skills for establishing and maintaining effective working relationships with City staff and vendors.
• Comprehensive knowledge of PC hardware platforms, components, peripherals, repair techniques and the use of diagnostic tools for troubleshooting problems.
• Comprehensive and up-to-date knowledge on Windows operating systems.
• Basic knowledge of PC networks and network cabling.
• Basic knowledge of telephony concepts, and terminology.
• Ability to read and comprehend technical manuals and apply their contents to solving hardware and software problems.
• Methods and practices of hardware and software installation and troubleshooting.
• Comprehensive knowledge with Microsoft Office Suite, including Word, Excel, and Outlook.
• Ability to accurately convey technical problems and clearly communicate solutions to users with varying levels of technical knowledge both orally and in writing.
• Prioritize workload and service requests.
• Work cooperatively with others using tact, patience and courtesy.
• Demonstrate strong sustained attention to detail and to work under the pressure of deadlines.
• Knowledge of proper English grammar, spelling, punctuation, and written communication.
• Willingness and ability to participate in a rotating schedule for supporting after-hours City Council meetings.
• Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends.
• Willingness and ability to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed or observed while in the performance of duties.

Experience and Education/Training:

• High School diploma or equivalent; and
• Two (2) years of progressively responsible experience providing information technology support, including desktop hardware, software, operating systems, peripheral devices, and end user support; or
• An equivalent combination of education, technical training, certifications, and experience that demonstrates the ability to perform the duties of the position.

Licenses/Certifications:

• Must possess a valid Washington State driver's license and an insurable driving record.
• Must be able to pass a criminal history background check.
• Must be available to provide technical support for City Council meetings and other City meetings that occur outside of normal business hours.

Preferred but not required:

• Associate degree or technical coursework in information technology, computer science, information systems, or a related field.
• Experience supporting Microsoft Windows and Microsoft 365 environments.
• Experience supporting audio/visual, and meeting-room technology.
• CompTIA A+, Network+, Security+, Microsoft, Cisco, or other relevant information certifications.

PHYSICAL REQUIREMENTS / WORKING CONDITIONS:

The City of Mill Creek provides a tobacco-free environment for its employees; smoking/tobacco use is prohibited in City facilities and vehicles.

Specific physical requirements and typical working conditions for this position are on file in the Human Resources Department.