About the Help Desk Technician Position
We’re looking for a customer service oriented Helpdesk Specialist to provide technical support to provide first level support for support tickets submitted via the City’s helpdesk system, as well as assistance with daily technological needs and server maintenance.

Responsibilities
This job description should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Efficiently provides helpdesk support for daily technology issues.

Accurately maintains support metrics and turnaround times on support requests.

Assist with routine maintenance and support of IT infrastructure, including endpoint devices, system updates, patch management, and basic server administration tasks

Accurately documents aspects of the City’s IT infrastructure in accordance with the Technology Department’s processes and procedures documentation guidelines.

Participate in continuity of operations (COOP), disaster recovery, and emergency response activities as required

Provide on-call or after-hours support on a rotational basis to address mission-critical technology needs

Requirements
Completion of an Associate’s Degree in Computer Science, Computing Information Systems, Management Information Systems or related degree.

One (1) or more years’ experience in an IT job with preference given to government-related IT job experience. Any combination of education, training and experience which provides the required knowledge, skills, and abilities to perform the essential functions of the job.

Valid Georgia Drivers’ License

CompTIA A+, ITIL Foundation, Microsoft Certified Professional (MCP).
Knowledge of:

Microsoft ecosystem including Windows Server (2019/2022), Windows 11, Microsoft 365, Exchange (online and on-prem), Active Directory, and Entra ID

Basic networking concepts including TCP/IP, DNS, DHCP, VPNs, and wireless networking

Cybersecurity principles including MFA, access control, and phishing awareness

Common business applications and email systems