Perform all the essential functions of an IT Technician I and II.
Resolve the majority of inquiries and issues from customers.
Respond to incoming requests in a timely manner, track all customer contacts, research questions, and issues, and resolve each interaction with customer satisfaction.
Document each customer contact with details and enough information so as not to cause extra efforts by other support personnel.
Escalate incidents to other groups within the department, when appropriate, and in a timely manner.
Expand the knowledge of the existing knowledgebase by providing solutions to frequently occurring problems.
Perform responsibilities according to the IT Department's defined processes and procedures and Service Level Agreements (SLAs).
Assist lower-level technical staff as needed.
Research and resolve highly complex customer inquiries in a timely manner.
Provide advanced audio-visual support for AV equipment throughout the city.
When necessary, assist the infrastructure group with various tasks such as maintaining Airwatch (MDM), anti-virus software, maintaining Active Directory, Azure AD, and dealing with security incidents. Provide city-wide communications support including land and wireless services, desk phones, voicemails, mobile devices (phones and tablets).
Coordinate with vendors to resolve issues.
Participate on IT project teams as needed.
Communicate clearly and concisely, both verbally and in writing.
Communicate Service Desk technology and operational inefficiencies and assist in process improvements.
Act as a mentor and assist supervisor in developing technical training programs for lower-level technical staff.
Process employee new hire and separation requests and coordinate with staff to ensure processes are completed in a timely manner.