IT Technician III

Job Summary

The Technician III is a senior-level position responsible for owning the service desk procedure and the standards and maintenance of the workstations in the city environment. This role provides leadership and coordination for service desk operations, directs and supports Technician 2 staff as needed, and manages the full lifecycle of City computer and related equipment. The position requires advanced knowledge of enterprise-level computer interoperability, computer hardware, software, and operating system technologies. Responsibilities include provisioning, configuration, maintenance, replacement, and disposal of City computers and other related technology equipment.

Essential Job Functions (Illustrative Only)

• Oversees all Service Desk operations to ensure effective performance, compliance with ITIL-based service standards, and timely issue resolution.
• Coordinates, supervises, and provides guidance to Technician staff in the execution of Service Desk processes and support activities.
• Manages the complete computer lifecycle, including procurement, imaging, deployment, maintenance, replacement, retirement, and disposal of equipment.
• Develops, standardizes, maintains, and updates workstation software images.
• Provides end-user training and technical support on standardized software applications and basic technology usage.
• Configures and images newly purchased and redeployed devices.
• Applies operating system updates, security patches, performance enhancements, and bug fixes to workstations across the organization.
• Ensures workstation data is routinely backed up in accordance with established procedures and policies.
• Researches, evaluates, and recommends technology standards for hardware, software, peripherals, operating systems, printers, and uninterruptible power supply (UPS) devices.
• Coordinates and manages technology refresh and replacement projects.
• Participates in the Configuration Control Committee and provides recommendations regarding system and workstation configurations.
• Consults with end users to assess technology needs and recommend appropriate hardware and software solutions.
• Serves as an escalation point for complex in-person and remote technical support issues.
• Maintains and manages the inventory of workstation hardware and software assets.
• Performs other related duties as assigned.

Minimum Qualifications for Knowledge, Abilities and Skills

• Advanced knowledge of desktop operating systems, including installation, configuration, maintenance, and troubleshooting within an enterprise environment.
• Advanced knowledge of Microsoft Office applications and their functionality in a networked environment.
• Thorough understanding of computer hardware components, operating characteristics, capabilities, and limitations.
• Advanced knowledge of endpoint management systems, software packaging, deployment processes, and related enterprise management tools.
• Knowledge of workstation security principles, vulnerabilities, threats, and remediation techniques.
• Ability to train and support employees in the use of computer software, technology tools, and telephone systems.
• Basic knowledge of server operating environments and enterprise network infrastructure components.
• Ability to establish and maintain effective working relationships with employees, customers, vendors, and other stakeholders.
• Strong customer service skills with the ability to understand user needs and effectively interact with individuals of varying technical backgrounds and personalities.
• Ability to read, interpret, and apply technical manuals, specifications, and documentation to install, configure, and troubleshoot hardware and software.
• Excellent analytical, diagnostic, and problem-solving skills, including the ability to identify root causes and perform systematic testing.
• Ability to prepare clear and concise reports, technical documentation, procedures, and business correspondence.
• Ability to effectively present information and respond to questions from management, employees, customers, and the public.
• Ability to interpret information presented in written, verbal, or diagrammatic form and make sound decisions when resolving complex issues involving multiple variables.

Education & Experience

• Associate degree in Computer Science, Information Systems, Network Applications, or a related field or advanced Microsoft like certification such as MD-102 (Endpoint Administrator), AZ-104 (Azure Administrator) or SC-300 (Identity and Access Administrator); bachelor's degree preferred.
• Minimum of five (3) years of progressively responsible experience supporting modern desktop operating systems in an enterprise environment.

Special Requirements

Must possess a valid Florida driver's license with acceptable driving record. May be required to use personal vehicle to transport computer equipment or travel to customer work site. Subject to emergency call-out during off-duty hours and on weekends as required. During occasions of local emergencies this position may be required to report to perform emergency tasks, which may result in extended work hours as well as extended periods of time away from family members. The Incident Commander and the employee's Division Director will make the determination as to who will be required to work. Physical requirements include exerting up to 75 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects. Additional physical abilities required include speaking, sitting, standing, stooping, talking, visual acuity, walking, climbing, feeling, grasping, handling, hearing, kneeling, lifting, mental acuity, pulling, reaching, and repetitive motion.