Starting Hiring Range: $49,157 - $60,217, annually
Under general supervision, this position provides support for end-users seeking technical assistance by developing, coordinating, integrating, and implementing various technical support solutions for the Information Technology Department.
- Performs a variety of technical maintenance including installing and maintaining desktops, laptops, and mobile devices, and their related peripherals, software, network connections, wireless connections, telecommunication equipment and other technological devices.
- Supports, monitors, tests, and troubleshoots hardware and software problems.
- Processes IT work orders and tickets in a timely manner.
- Assists with hardware and software maintenance, installation, and updates.
- Performs troubleshooting for problem resolution relative to work orders and tickets which may include conducting research and analysis, and providing recommendations for improvement or modification to supervisors.
- Provides a variety of additional technical support to the Information Technology Department including, but not limited to: conducting and maintaining inventory, testing software and systems, tracking requests and orders, communicating with vendors, and assisting with special projects.
- Performs all other duties as assigned.
High school diploma or GED equivalent, is required.
Prior experience in an enterprise IT role or similar is preferred.
- Basic knowledge of and ability to correctly interpret, explain, and apply city and departmental practices, procedures, systems, operations, and current best practices relating to information technology.
- Basic knowledge of Enterprise Operating Systems, peripheral equipment and related systems.
- Basic knowledge of network and VOIP concepts.
- Skill at configuring and supporting current Microsoft Desktop operating systems.
- Skill at supporting various Information Technology hardware including, but not limited to, desktops, laptops and mobile devices.
- Skill in writing technical documentation for complex systems.
- Skill in verbal and written communications and correspondence.
- Ability to manage a variety of projects, goals, deadlines and priorities at the same time.
- Ability to communicate complex technical information to City employees and the public.
- Ability to continuously update knowledge and skills in Information Technology systems and applications managed, supported and hosted by the City of Midlothian.
- Advanced ability to learn and perform complex operational, technical, and office processes.
- Ability to analyze problems and select appropriate corrective action.
- Ability to allocate and utilize limited resources in a cost-effective manner.
- Ability to maintain a high level of confidentiality.
- Advanced ability to read a variety of materials, write reports, and correspondence with proper format, punctuation, spelling, and grammar, using all parts of speech.
- Advanced ability to communicate in a clear, effective, and concise manner, both orally and in writing.
- Ability to communicate complex technical information to others.
- Advanced ability to interact with people in a professional and congenial manner which includes establishing and maintaining effective working relationships.
- Ability to regularly interact with others and exchange and receive of information, providing effective and tactful customer service, and work independently with a high level of discretion.
- Ability to follow instructions, safety practices, and perform work accurately and efficiently which requires organization and performing tasks under time pressures and deadlines.
- Ability to be punctual and attend work regularly.
Special Requirements
Mobility within an office environment is required.
Use of a personal vehicle is required to drive to different work sites and facilities during the course of employment. This position is also eligible for mileage reimbursement.
Must be able to pass a comprehensive background check, CJIS and fingerprint check, and have the ability to comply with state and federal requirements for criminal justice information security standards.
Licenses & Certifications
Must possess and maintain a valid driver’s license with acceptable driving record as established by the City of Midlothian driving standards.
Must obtain required CJIS security certifications within six (6) months of employment and maintain during the course of employment.
Relevant industry certifications, such as: CompTIA A+ or Network+ are strongly preferred.
Work Environment
Work is performed in climate-controlled office environment. The noise level in the work environment is usually quiet. Physical demands are primarily sedentary. Requires occasional lifting (up to 50 lbs.), sitting, walking, crouching, kneeling, overhead reaching, and standing. Work performed may cause fatigue of eyes and other faculties because of fairly continuous use of motor senses. Good manual dexterity required.
