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Job Description
Posting Open Until Filled
Salary Range: $41,027.92 - $51,311.68
Hiring Department: AIM
Our culture in the Department of Atlanta Information Management (AIM) is rooted in our shared core values: Transparency, accountability, collaboration, service, and integrity. The AIM team understands our role as a strategic partner to departments throughout the city; we strongly believe technology has the potential to elevate the City of Atlanta and is essential to moving the mayor’s vision forward. With the effective use of technology, we become more efficient, more effective, and innovative. We become more capable of enhancing the experience of all affected by City government. AIM’s mission is to advance Atlanta by being consistent in the delivery of innovative, reliable, secure, and user-focused technology solutions.
Our team members exemplify the shared core values above, so if you have these characteristics, consider joining us as we work to advance technology for the city, its esteemed citizens, and valued visitors.
The IT Help Desk Support Technician provides technical support to city employees and ensures the smooth operation of the city's information technology systems. This position involves troubleshooting hardware and software issues, responding to help desk requests, and assisting with technology related projects.
Major Duties and Responsibilities
List the essential job duties that are specific to the position. These are typical responsibilities for this position and should not be construed as exclusive or all inclusive.
- Provide first-level technical support to city employees via phone or ticketing system. Diagnose and resolve issues promptly and efficiently.
- Create, update, and manage support tickets using a ticketing system. Prioritize and categorize issues based on urgency and impact. Route tickets appropriately to other departments.
- Manages escalations and ensures issues are resolved within SLA according to Operation Excellence Customer First strategy.
- Handle password reset requests and account unlock procedures.
- Create and distribute all maintenance and outage notifications.
- Provide remote assistance to off-site or remote employees, ensuring their technical needs are met.
- Ensure compliance with city IT security policies and procedures. Assist in implementing security measures and educating users about security best practices.
- Collaborate with other IT staff members on larger technology projects and initiatives, including system upgrades and migrations.
May perform other duties as assigned.
Qualifications and Education Requirements- High school diploma or equivalent (Bachelor's Degree in a related field is a plus).
- Minimum 5 years customer service experience
- Minimum 3 years’ experience within IT Service Desk
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ABOUT THE COMPANY
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City of Atlanta
Show moreAt the City of Atlanta, we are passionate about building and improving our community. Our police officers, firefighters and building inspectors keep our citizens safe. Our Public Works staff keeps our City clean and helps maintain, build and improve our City’s infrastructure. Our City planners help envision and shape future City growth. Our Parks & Recreation professionals enhance our quality of life. If you are seeking a meaningful role where you can make a real difference improving and growing our City, we welcome you to explore the job opportunities we have to offer.
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