Es - service DESK Technician

The Opportunity

The Service Desk Technician provides first-line technical support to City of Coppell employees by responding to hardware, software, and network-related issues. This position supports ES operations through effective ticket triage, user communication, and issue resolution or escalation. The technician ensures service level expectations are met, assists with technology deployments, and contributes to knowledge base documentation to enhance service delivery while delivering excellent customer service Essential Job Functions:

• Models Coppell's Core Competencies and Champions Coppell's Culture.
• Serves as the first point of contact for all ES-related issues.
• Diagnoses and resolves technical hardware and software issues on desktops, laptops, printers, phones, and mobile devices.
• Provides support for Windows OS, macOS, Microsoft 365, and various enterprise applications.
• Sets up, configures, and deploys workstations and other equipment for new and existing staff.
• Escalates unresolved issues to appropriate Tier II or Tier III support.
• Maintains accurate documentation of user support activities, solutions, and system configurations.
• Supports user account creation, access control, and password resets using Active Directory.
• Participates in system maintenance, upgrades, and patching as needed.
• Collaborates with other ES staff to ensure effective service delivery across all departments.
• Assists with inventory management of hardware and software assets.
• Provides basic training to users on software tools and best practices.
• Ad Hoc Tasks: Undertakes additional tasks as requested or required to contribute to the overall effectiveness and efficiency of the Enterprise Solutions Department.

Opportunity Description: To view the full scope of this opportunity, including essential job functions, CLICK HERE.

Eligibility

Experience Required:

• High school diploma or equivalent.
• 1+ years of IT support experience in a help desk or technical support environment.
• Strong understanding of Windows OS, MacOS, Microsoft 365, and common desktop hardware.

Preferred:

• Associate's degree or technical certification (e.g., CompTIA A+, ITIL Foundation).
• Experience with IT service management/ticketing tools.
• Familiarity with Active Directory, Group Policy, or SCCM/Intune.
• Previous experience in municipal government or public sector IT.

Knowledge/Skills/Abilities:

• Knowledge of the English language with the ability to communicate clearly and professionally in both oral and written forms.
• Skill in explaining technical issues and training end users on computer operations in a clear, user-friendly manner.
• Skill in troubleshooting technical problems and applying analytical thinking to develop effective solutions.
• Skill in delivering excellent customer service and engaging in professional, courteous interactions.
• Ability to communicate effectively, listen actively, and collaborate in a team-oriented environment.
• Ability to prioritize tasks and manage workload independently or as part of a team.
• Ability to work independently after hours and while on call, without supervision

In accordance with the ADA, the City of Coppell is willing to consider any reasonable accommodation.