IT Support Technician I

IT Support Technician I

The City of Lynchburg is seeking an IT Support Technician I to join the Information Technology Department's Service Desk. This entry-level role provides frontline customer service and first-level technical support to users of City IT services. Responsibilities include entering requests and incidents, documenting issues in the work management system, and supporting various administrative tasks within the department. The position includes paid training and offers opportunities for professional growth and advancement.

Essential Duties

ESSENTIAL DUTIES AND RESPONSIBILITIES Additional tasks that provide direct or indirect service to citizens may be assigned.

• Provide customer support by responding to requests for IT services, technical issues, complaints, and general inquiries via phone and email.
• Enter, track, and update request and incidents in the work management system.
• Ensure accuracy of documentation before closure and generate system reports as needed.
• Use remote support tools to assist users with computer and software issues.
• Coordinate setup and termination of IT services for new and departing employees.
• Perform email administration tasks within Office 365.
• Monitor IT security reports and assist with responding to security-related incidents.
• Notify IT management of trends or recurring issues observed in service requests.
• Assist with preparing reports, presentations, and other departmental documents.
• Greet and assist visitors at the IT facility and receive deliveries.
• Provide support for meeting and training rooms and report facility-related issues.
• Occasionally travel to City sites to install computer hardware and troubleshoot technical issues.

Minimum Education and Experience Required

QUALIFICATIONS To perform this job successfully, an individual must be able to carry out each essential duty effectively. The requirements listed below represent the knowledge, skills, and abilities necessary for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND EXPERIENCE

• Associate degree in information technology, computer science, or related field; or
• One year of experience working in a technical support position; or
• An equivalent combination of education and experience.
• Strong customer service and communication skills are required.

Additional Requirements

• CompTIA A+ certification is preferred.
• Must possess a valid driver's license and maintain an acceptable driving record according to City criteria. (View Criteria)
• Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment. Additional NIMS training may be required based on position needs.

Physical Demands

The physical demands described below represent those necessary to perform the essential job functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions. In the normal course of work, the employee is regularly required to sit; use hands to handle or feel objects; and communicate. The employee is occasionally required to stand, walk, and reach with arms and hands.

Work Environment

Work is performed in a standard office setting.

Benefits

The City offers an array of benefits combined with direct salary/wages in order to establish a total compensation package that supports the City's goals of attracting, rewarding, and retaining employees who are both representatives of the community and are also able to deliver exceptional services.

• Employees in full-time positions are eligible for the following benefits:
  • Medical, dental, and vision coverage
  • Retirement through the Virginia Retirement System (VRS); the City's contribution is based on a rate determined bi-annually by the VRS Board and employees pay 5% of base pay (pre-tax) towards their VRS benefit
  • Life insurance at no cost to the employee
  • Optional benefits such as 457 deferred compensation, Roth IRA, flexible spending accounts, etc.
  • Eligibility for parental leave and tuition assistance
  • Paid Time Off
• Employees in hourly and part-time positions may be eligible for benefits depending on the position

Employees of the City of Lynchburg may also be eligible for the Public Service Loan Forgiveness Program for federal student loans

Additional information about City benefits can be found on our website and in the Employment Policies & Procedures