IT Technician I

Serves as the first point of contact for technical support requests received through the help desk ticketing system, telephone, email, or in person. Diagnoses and resolves routine hardware, software, operating system, printer, peripheral, mobile device, and network connectivity issues. Installs, configures, deploys, and maintains desktop computers, laptops, monitors, printers, scanners, mobile devices, and other IT equipment. Installs, configures, updates, and supports Microsoft Windows operating systems and standard County software applications. Creates, modifies, disables, and maintains user accounts, passwords, email accounts, group memberships, and multi-factor authentication as authorized. Assist users with Microsoft 365 applications, email, file access, remote connectivity, and collaboration tools. Performs workstation imaging, equipment replacement, software deployment, and hardware upgrades using established procedures. Documents all incidents, service requests, troubleshooting steps, and resolutions in the County’s IT service management system. Prioritizes support requests according to established service levels and departmental procedures. Escalates unresolved or complex issues to Tier II or Tier III support personnel while providing complete documentation of troubleshooting performed. Assists with installation and relocation of network cabling, computers, and peripheral equipment. Performs routine preventive maintenance on computer systems and related equipment.

Assists with inventory management of computer hardware, software licenses, and technology assets. Maintains and updates technical documentation and knowledge base articles. Provides one-on-one instruction and guidance to employees regarding the effective use of County technology resources. Follows County cybersecurity policies, acceptable use standards, and IT security procedures. Maintain confidentiality of County information in accordance with applicable laws and policies. Participates in after-hours maintenance or emergency support activities as required. Performs other related duties as assigned., * Microsoft Office Specialist: Associate (Microsoft 365 Apps) Microsoft Office Specialist: Expert (Microsoft 365 Apps) Microsoft 365 Certified: Endpoint Administrator Associate

• CompTIA - A+
• CompTIA - Network+
• CompTIA - Security+
• Cisco - CCNA
• ITIL Foundation

Knowledge of Microsoft Windows desktop operating systems; Microsoft 365 applications and services; Active Directory and/or Microsoft Entra ID user administration; multi-factor authentication (MFA); basic networking concepts including TCP/IP, DNS, DHCP, VPN, and wireless networking; desktop computer hardware and peripheral devices; Voice Over IP phones (VOIP); IT service management and help desk ticketing systems; and cybersecurity best practices and data protection principles. Ability to diagnose and resolve common technical issues independently; prioritize multiple service requests while meeting established response times; communicate technical information clearly to non-technical users; maintain confidentiality of sensitive information; follow written procedures and technical documentation; work independently and as part of a team; and learn new technologies and adapt to changing business needs. Skill in customer service; troubleshooting and problem solving; verbal and written communication; organization and time management; and documentation and recordkeeping.

Physical Requirements and Work Setting: Work is performed primarily in an office environment with frequent travel between County facilities. Duties require prolonged sitting, standing, walking, bending, reaching, climbing ladders on occasion, and lifting or moving equipment weighing up to 70 pounds; ability to identify network cabling, equipment indicators, and information displayed on computer systems, and sufficient manual dexterity to install, operate, and maintain network and computer equipment, with or without reasonable accommodation is required.

Education and/or Experience Required: One (1) year of experience providing technical support for computer hardware, software, Microsoft Windows operating systems, Microsoft 365 applications, or computer networks.

Completion of at least twelve (12) semester credit hours in Computer Science, Information Technology, Computer Information Systems, or a closely related field within the past five (5) years may substitute for six (6) months of the required experience., Must successfully pass a criminal background check with no disqualifying criminal history. Must possess a valid State of Texas driver’s license and acceptable driving record. Valid automobile liability insurance policy is preferred. Travel between County facilities is required. May be required to work outside normal business hours during system upgrades, emergencies, or disaster recovery activities.

Pulled from the full job description

• AD&D insurance
• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance, Tom Green County (TGC) provides the following benefits for its employees:
• Medical/Dental insurance for employees at no cost to the employee
• $25,000 Life/AD&D Insurance for employees at no cost to the employee
• Low-cost Vision Insurance
• Paid Vacation/Sick/Holiday leave
• Retirement Plan
• Cafeteria Plan
• Workers Compensation

Under general supervision, provides first-level technical support to County employees by diagnosing, troubleshooting, and resolving routine hardware, software, network, and telecommunications issues. Serves as the initial point of contact for the IT Help Desk, ensuring timely resolution of service requests while delivering excellent customer service. Escalates complex technical issues to higher-level IT staff as appropriate., * Dental insurance

• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance