Salary : $59,494.39 – $89,242.74 Annually
Location : Rowlett, TX
Job Type: Full Time
Job Number: 2023-00062
Department: Information Technology
Division: IT Administration
Opening Date: 10/23/2023
Closing Date: 11/10/2023 11:59 PM Central
FLSA: Non-Exempt
Description
Target Hiring Range: $59,495 – $66,931
Work Schedule: Tuesday – Friday, 7:30am – 5:30pm
3-day weekends Saturday – Monday
Benefits at the City of Rowlett Include:
- Medical, dental and vision insurance
- Life insurance (2x salary up to $150,000)
- Long-term and short-term disability
- Flexible spending account
- 20-year retirement plan with the Texas Municipal Retirement System
- 5-year vesting and a 2:1 City match
- Vacation – 2 weeks during the first year, 3 weeks after the first year
- Sick leave – 2 weeks per year
- Employee Assistance Program
- Vehicle allowance
- Longevity pay
Position Overview:
The IT Desktop Administrator’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established SLA’s. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level. This position also works on projects and other duties as assigned.
Essential Job Functions
Assisting in providing Level I Support when request volumes are high. Act as an escalation point for advanced or difficult help requests. Build rapport with service desk customers. Escalate problems (when required) to the appropriately experienced technician. Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution. Apply diagnostic utilities to aid in troubleshooting. Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications. Install anti-virus software and ensure virus definitions are up to date. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow ups with Level I Technicians as required. Develop help sheets and FAQ lists for end users. Reinforce SLAs to manage end-user expectations.
Minimum Requirements
Associate degree, college diploma or university degree in the field of computer science or related and/or 2 years equivalent work experience.
Knowledge of advanced computer hardware, including desktops, laptops and mobile devices. Experience with desktop and server operating systems, including Windows 10. Extensive application support experience with Microsoft applications, Office 365 and mainstream web browsers. Working knowledge of a range of diagnostic utilities, including remote access, ipconfig, trace route, and virus/malware utilities and removal tools. Experience working in an ITIL-driven environment, and working knowledge of ITIL principles and processes. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills. Strong documentation skills.
Other Requirements
A valid Class “C” Driver’s License is required and ability to maintain city driving standards in accordance with the driver standards as established by the City of Rowlett. Must report all traffic citations to his/her departmental Director or his/her designee pursuant to City policy.
Must be available for on-call rotation and occasional meetings in the evening.
Must pass CJIS (Criminal Justice Information Services) background check and certification. No felony or class A misdemeanor convictions. No class B misdemeanor conviction within the last ten (10) years. No family violence convictions. Cannot currently be on deferred adjudication for any felony, class A misdemeanor or class B misdemeanor charge.
Certification in A+, MCP, MCSA are preferred.
To view the complete job description for this position, please click here.
The City of Rowlett offers a competitive benefit package including vacation, holiday, and sick leave as well as medical, dental, prescription drug, vision, life and AD&D, and long-term disability insurance.
For a more detailed overview of our benefit package, please visit our
01
Do you have a valid driver’s license?
- Yes
- No
02
Please select your level of education:
- High School Diploma or GED
- Associate degree
- Bachelor’s degree or higher
03
Please select your level of related experience:
- Less than 2 years
- 2-3 years
- 4 or more years
Required Question