IT Technician (Support)

Job Description

Job Summary
Serves as the primary point of contact for City of Bryan employees and end users, delivering exceptional front-line technical support for desktops, laptops, mobile devices, printers, and all related peripherals. This role focuses on troubleshooting hardware and software issues, supporting network file and print services, and resolving a wide range of IT application problems to keep city operations running smoothly.
Essential Job Functions

• Delivers prompt, courteous, expedient and professional end-user support by monitoring and responding to IT support requests submitted via email, phone, or in-person.
• Diagnoses, troubleshoots, and resolves hardware, software, and network-related issues.
• Escalates complex problems to the appropriate team, if needed.
• Accurately classifies, tracks, monitors, and documents support cases to ensure timely resolutions and maintain clear records of all actions taken.
• Installs, upgrades, moves, repairs, and performs preventive maintenance on workstations, laptops, and peripheral devices.
• Researches, recommends and implements solutions for hardware errors, software problems, and recurring technical issues.
• Deploys approved and licensed client software applications, including configuration, testing, and rollout of Microsoft operating systems and Microsoft 365/Office productivity tools.
• Maintains accurate IT asset inventory and strictly adheres to established standards for desktop and laptop hardware and software configurations.
• Stays current with industry trends, best practices, and emerging technologies through continuous learning, online training, and professional development.
• Collaborates effectively with colleagues and demonstrates regular, reliable attendance and responsiveness to work demands.
• Performs related duties as required.
• Responds regularly and promptly to work.

Minimum Qualifications
Required:

• High School Diploma or GED . Additional higher education in a related field is a plus.
• Some professional hands-on experience involving computer maintenance, customer technical support, and/or LAN / WAN environments.
• Experience in a network environment utilizing, installing, troubleshooting, and updating the following systems and software: Windows Server 2022 or newer, Microsoft Exchange Server Subscription Edition (or equivalent Microsoft 365 environments including Exchange Online), Windows 11, and Microsoft 365 Apps in a networked setting.
  
  

Preferred:

• Background in PC support or a call center environment.
• Industry certifications such as CompTIA A+ or Microsoft.

Licenses, Certifications & Special Requirements
Licenses:

• Texas Class C driver’s license with a good driving record as measured by the City’s evaluation system.

Special Requirements:

• Must be able to access Texas Criminal Justice Information Services ( CJIS ) System data. As a result, the person selected for the position cannot possess a felony or Class A misdemeanor conviction; or a Class B misdemeanor conviction within the past 10 years.