Technical Support Associate Jobs in Rogers, AR (NOW HIRING)

Safety/Security Status: Security Sensitive
Job Summary: The IT Systems Technician plays a crucial role in ensuring the smooth operation of our IT systems for our city employees. They are responsible for providing technical support, troubleshooting hardware and software issues, and maintaining network and computer systems. This position encompasses three levels - I, II, and III, each with its own set of responsibilities and requirements.
Reporting: IT Systems Technicians reports to and is supervised by the Systems Administrator. This position does not have direct reports.
Key Responsibilities Level II:

• Provides first and second-line technical support to end-users via phone, email, or in-person.
• Diagnoses and resolves basic to complex hardware and software issues.
• Troubleshoots basic network issues.
• Installs, configures, and maintains hardware and software systems, including desktops, laptops, printers, smart devices, and peripherals.
• Installs network equipment such as switches, wireless access points and video cameras.
• Facilitates the setup and configuration of new computers for users, including installing operating systems, software applications, and user profiles, ensuring a seamless onboarding experience.
• Performs routine maintenance tasks, such as system updates and antivirus scans.
• Operates and configures client facing management tools for computer imaging, patching and application installation.
• Follows wiping procedures on old equipment to adhere to stringent security and cybersecurity standards.
• Provides technical support and operational tasks during meetings to ensure proper functioning of audio-visual equipment.
• Participates in on-call rotation to provide after-hours support for critical incidents.
• Coordinates with third-party vendors and service providers for hardware and software support.
• Assists with inventory management of IT assets.
• Escalates complex technical issues to Level III technicians or Junior System Administrators as necessary.
• Documents and tracks all support incidents and requests in the ticketing system.
• Mentor junior technicians and provide training on new technologies and procedures.
• Provides guidance and training to end-users on how to use IT systems and software effectively.
• Develops and maintains technical documentation, including user guides and troubleshooting manuals.
• Stays up to date with latest technology trends and best practices in IT support and service delivery.

Qualifications:

• Associate's degree, from college or 2 years from technical school with 2 years' work experience as IT Service Technician or similar role; OR 4 years work experience as IT Service Technician or similar role.
• Proficiency in troubleshooting computer hardware, software, and network issues.
• Understanding of network concepts and connectivity (VLAN, DHCP, TCP/IP, VPN)
• Certifications such as CompTIA A+, Network+, or Microsoft Certified IT Professional (MCITP) are a plus.
• Excellent communication and interpersonal skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong problem-solving and analytical skills.

• Proficiency with the following Software is preferred:
• Operating Systems: Windows 10, Windows 11, Apple IOS
• Internet Browsers: Edge, Firefox, Chrome
• Productivity Software: Microsoft Office 365, Microsoft Teams, Microsoft SharePoint
• Antivirus and Security Software: Windows Defender, Cisco Endpoint, Symantec
• Remote Access and Collaboration Tools: Microsoft RDC, VNC, Microsoft Teams
• Ticketing and IT Service Management (ITSM) Tools:
• Backup and Recovery Software: Microsoft Windows Backup
• Monitoring and Management Tools: SolarWinds, Lansweeper, PowerShell
• Deployment and Imaging Software: PDQ, WDS

• Proficiency with the following hardware is preferred:

• Desktops and Laptops: Dell, Panasonic
• Printers and Scanners: HP, Kyocera
• Networking Equipment: Cisco Switches, Wireless Access Points
• Mobile Devices: Smartphones (iOS, Android), Tablets (iPad, Microsoft)
• Peripherals: Monitors, Keyboard, Mouse, Webcam, External Hard Drive
• Audio Visual: Projectors, Amplifiers, Microphones, Webcams
• Security: IP Cameras,
• UPS (Uninterruptible Power Supply) Systems: APC, Eaton

Additional Information: This is a full-time position based at our facilities. Occasional evening or weekend work may be required to support maintenance activities or IT projects. The position is also required to be in an 'on call' rotation for after-hours support.
Language Skills: Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.
Reasoning Ability: Able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations

• Valid driver's license
• Basic computer hardware/software training course(s)

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. The employee frequently is required to stand, walk, climb or balance; stoop, kneel, crouch, or crawl; and taste or smell. The employee must regularly lift and/or move up to 25 pounds, frequently lift and/or move up to 50 pounds, and occasionally lift and/or move up to 100 pounds. The employee occasionally uses hand trucks or dollies when moving large, bulky items. This position is regularly engaged in loading and unloading large, bulky boxes containing Personal Computers (pcs), Monitors, Printers, and other PC-related equipment. This position is regularly required to position and move pcs and their related components into tight spaces. Also, this position is engaged in the movement of office furniture (desks, filing cabinets, bookcases, etc.... during the PC installation process at various locations throughout the city. Job duties also entail loading/unloading City vehicles, driving City vehicles, climbing stairs, and working with wiring overhead. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock. The noise level in the work environment is usually quiet.
Benefits:

• Competitive salary based on experience and qualifications.
• Car & Cell Phone Allowance
• Health, dental, and vision insurance.
• Retirement savings plan.
• Paid time off and holidays.
• Opportunities for professional development and training.
• Dynamic and collaborative work environment.

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.