IT Technician

Information Technology Technician

Under the general supervision of the IT Director, the Information Technology Technician provides technical support for the City's computer systems, devices, applications, and technology infrastructure. This position installs, configures, maintains, troubleshoots, and repairs desktop and laptop computers, Police and Fire mobile data terminals (MDTs), mobile devices, printers, telephones, network-connected equipment, software applications, and audio/visual systems. The position provides responsive technical assistance to City employees, assists with cybersecurity and backup activities, maintains IT asset and system documentation, and supports the day-to-day operation of the City's technology environment.

Primary Duties & Responsibilities

Provides timely, professional, and service-oriented help desk and technical support to City employees through in-person, telephone, remote, and other support methods. Installs, configures, maintains, troubleshoots, and repairs City desktop and laptop computers, monitors, docking stations, printers, scanners, mobile devices, desk phones, and other technology equipment. Installs, configures, updates, and troubleshoots standard City software applications, operating systems, drivers, and peripheral devices. Provides technical support for Police and Fire mobile data terminals (MDTs), mobile devices, and other department-specific technology. Troubleshoots basic network connectivity issues involving workstations, wireless devices, printers, phones, and other network-connected equipment; escalates infrastructure issues to the IT Director or appropriate vendor when necessary. Assists with the installation, configuration, and maintenance of network equipment, telecommunications equipment, and other technology infrastructure as directed. Administers routine user account moves, additions, changes, and deletions (MACD) for domain, email, Microsoft 365, and other City applications in accordance with established procedures and security requirements. Assists with user onboarding and offboarding by preparing equipment, establishing or disabling accounts, assigning access, and ensuring technology assets are properly issued or recovered. Assists with the administration and support of Microsoft 365 and other cloud-based applications used by the City. Maintains accurate records of IT hardware, software, licenses, warranties, assigned equipment, and other technology assets. Performs routine inspections, maintenance, updates, and preventive maintenance on City technology equipment. Coordinates with vendors and service providers regarding equipment repairs, warranties, service calls, software issues, and other technical support matters as directed. Provides audio/visual and technology support for City Council meetings, public meetings, training sessions, presentations, and special events, as needed. Assists with the installation, configuration, and troubleshooting of meeting room technology, displays, projectors, microphones, cameras, and related audio/visual equipment. Confirms that scheduled data backups are completed successfully and assists with routine backup verification and recovery testing. Maintains current and accurate documentation for systems, configurations, equipment, procedures, user accounts, and other IT resources. Assists with maintaining technical documentation, inventories, network diagrams, equipment assignments, and standard operating procedures. Follows established cybersecurity policies, procedures, configuration standards, and access controls. Promotes cybersecurity awareness and sound information security practices among City employees. Identifies and reports suspected cybersecurity incidents, unauthorized access, security violations, or other technology-related risks to the IT Director in accordance with established procedures. Assists with endpoint security, software updates, antivirus/endpoint protection, patching, and other routine security activities. Assists with monitoring and maintaining compliance with applicable information security requirements and standards. Safeguards confidential and sensitive information and follows applicable local, state, and federal laws, regulations, policies, and security requirements, including Criminal Justice Information Services (CJIS), Health Insurance Portability and Accountability Act (HIPAA), and Payment Card Industry (PCI) requirements, as applicable to assigned duties. Maintains professional communication with employees at all levels and provides guidance to users regarding appropriate use and care of City technology resources. Maintains awareness of emerging technology, security threats, and industry practices relevant to assigned responsibilities. Performs other duties as assigned.

Qualifications

EDUCATION & EXPERIENCE High school diploma or General Educational Development (GED) credential required. Associate degree in Information Technology, Computer Science, Information Systems, or a related field preferred. One to two years of progressively responsible experience providing technical support for computers, networks, software applications, telecommunications, or related technology systems. Experience providing technical support in a municipal, public safety, or other governmental environment is preferred. CERTIFICATIONS & LICENSES Valid Texas Class C driver's license and a satisfactory driving record. CompTIA A+, CompTIA Network+, and Microsoft certifications preferred. National Incident Management System (NIMS) training.

Knowledge, Skills & Abilities

Working knowledge of computer hardware, peripherals, operating systems, and commonly used business software applications. Working knowledge of Windows desktop operating systems and Microsoft 365 applications and services. Basic knowledge of network connectivity, TCP/IP, wireless networking, switches, routers, and other network infrastructure. Knowledge of printers, scanners, copiers, telephones, mobile devices, and other common office technology. Basic knowledge of data backup, restoration, and recovery practices. Basic understanding of cybersecurity principles, endpoint security, access controls, phishing, malware, and common security threats. Ability to install, configure, maintain, troubleshoot, and repair computer hardware, software, peripherals, and related technology. Ability to diagnose technical problems, determine appropriate solutions, and escalate issues when necessary. Ability to provide effective technical assistance to users with varying levels of technical knowledge. Ability to prioritize and manage multiple service requests while meeting established deadlines and service expectations. Strong attention to detail and ability to maintain accurate technical records and documentation. Ability to communicate technical information clearly and effectively, both verbally and in writing. Strong customer service and interpersonal skills. Ability to work independently while also working effectively as part of a team. Ability to maintain confidentiality and exercise sound judgment when handling sensitive information and technology resources. Familiarity with audio/visual systems and meeting technology preferred. Familiarity with Police and Fire technology, including mobile data terminals, is preferred.

Benefits

The City of Red Oak recognizes that we can not serve our customers without a dedicated workforce. We are proud to offer our employees a competitive benefits package, including:

• Generous paid leave, including vacation, sick, and holiday leave
• Health, dental, and vision insurance with several City-paid plans available
• City-supplemented premiums for dependent health and dental insurance
• City contributions for a health savings account
• City-paid life and accident insurance
• City-paid long-term disability insurance
• Flexible spending accounts
• Deferred compensation plan options
• Group AFLAC coverage
• Employee Assistance Program
• Patient Advocacy Assistance
• Longevity Pay
• Free access to the Live Oak Fitness Center
• Free membership to the Red Oak Library
• The City of Red Oak also participates in the Texas Municipal Retirement System (TMRS). The employees' TMRS contribution is 7% of their gross salary, deposited on a pre-tax basis into their individual accounts. The City matches the employees' deposits at a rate of 2:1 or 14%.