IT Technician

Information Technology Technician

Provides technical support to advance the City's information technology operations by assisting the IT Manager and Network Administrator with the maintenance, troubleshooting, and deployment of hardware, software, and communication systems. Responsible for administering the City's help desk ticketing system, ensuring timely resolution of user issues, documenting common solutions, and maintaining accurate records of service requests. Coordinates employee onboarding and offboarding technology needs, supports audiovisual systems across City facilities, and manages City-issued devices including iPads, mobile phones, desk phones, and related equipment. This position helps ensure reliable technology services, responsive customer support, and efficient day-to-day IT operations for City staff.

Reports to: IT Manager

Expected Hiring Range: $75,691-$82,700 annually

Full Salary Range: $75,691-$98,758 annually

Specific Responsibilities:

1. Maintains all City client computers
   1. Provides onsite remedial maintenance of all City desktop, laptop and tablet computers
   2. Provides phone support for end users in remote locations
   3. Installs and configures new end user computer equipment
   4. Installs software and hardware upgrades on end user equipment
   5. Maintains service documentation in the IT help desk software
   6. Evaluates end user needs and migrates appropriate hardware / software
   7. Maintain replacement schedule for end user equipment
   8. Budgets for replacements on a 5 year cycle
2. Maintains all City printers and scanners
   1. Maintain maintenance schedule for all network printing and scanning equipment
   2. Provide remedial maintenance for all City printers and scanners
3. Coordination of end-user training
   1. Provide onsite training to end users for common desktop applications
   2. Manage online end user training application and license checkouts
   3. Evaluate end users need and recommend appropriate training
   4. Help coordinate and plan lunch and learn events for staff
   5. Coordinates annual end user security training rollouts
4. Manage Surplus Equipment
   1. Coordinate disposal of end user surplus equipment
   2. Manage auction site for surplus end user equipment sales.
5. Assists IT staff and Communications department with support of AV Equipment
   1. Provide support for conference room AV equipment and related virtual meeting software
   2. Serves as a backup camera operator for the City Council and Commission meetings
   3. Assist with special projects as needed
6. Assists other IT staff with telecommunication systems and mobile device support.
   1. Troubleshoot end user city phone related problems at all locations
   2. Manage City cell phone maintenance and device replacement schedule
   3. Coordinate appropriate vendor support for problem resolution when needed
   4. Inventory, manage, and deploy ipads using MDM
7. Performs tasks within the ability of the IT Technician at the verbal or written direction of the IT Manager, Assistant City Manager, or the City Manager.
8. Onboarding/offboarding
9. Help desk ticketing, updating, escalation when needed

Knowledge, Skills and Abilities:

1. Ability to communicate effectively in written and oral form
2. Ability to lift and carry personal computers, printers, and other equipment for short distances during installation and maintenance functions.
3. Ability to bend, stoop, crouch or kneel, stretch, reach, push or pull to install computer related equipment and wiring.
4. Ability to sit for extended periods of time, using fine-motor skills and manual dexterity to manipulate a keyboard and mouse with speed and accuracy.

Minimum Qualifications:

1. High School Diploma
2. Two years of experience supporting and maintaining PC hardware and application software
3. Two years of experience supporting Microsoft Windows operating system.
4. Support level knowledge of the Microsoft Office Suite
5. Two years of direct customer support
6. Valid class C driver's license

Desirable Qualifications:

• Experience with Windows Server Support
• Windows 10, Windows 11, A+ Certification, other IT Certifications
• Experience with Malwarebytes, Threatdown, Jamf, servicedesk, and Proofpoint applications
• Experience with KnowBe4 or similar end user security training application
• Experience with network hardware components and topology

Physical Requirements:

• Work is performed primarily in an office environment with frequent use of computers and related technology. The employee must be able to sit or stand for extended periods and operate standard office equipment.
• Occasional lifting of up to 35 pounds is required to move or install computer hardware, servers, networking equipment, or related materials.
• The position may also require bending, reaching, and crawling in confined spaces to access wiring or equipment.

Working Hours:

Normal business/office hours are from 8:00 a.m. to 4:30 p.m., Monday through Friday. The position will require flexibility in scheduling to include any hours at the employers' discretion for appropriate coverage and efficiency. Occasional evening and weekend availability will be necessary.

Conditions of Employment:

1. Must comply with organizational and department policies
2. Must possess a valid Class D driver's license
3. Must pass criminal history background check, reference checks, and driver's license checks

This position description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the city and requirements of the job change.

The City of Chanhassen is an Equal Opportunity Employer in compliance with the Americans with Disabilities Act. It will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.