Service Desk Technician I

The Service Desk Technician I is an entry-level technical support role responsible for providing frontline assistance for hardware, software, mobile devices, user accounts, and basic cybersecurity issues. The technician supports the City’s enterprise technology environment, including desktops, laptops, tablets, smartphones, printers, networked peripherals, and enterprise software. Work is performed under limited supervision from the IT Support Manager and follows established procedures, troubleshooting standards, and escalation paths. This posting will close after the receipt of the first 30 qualified applicants or one (1) week, whichever comes first. This is not a remote position., * Provides Tier 1 phone, email, remote, and in-person technical support for desktops, laptops, tablets, mobile devices, printers, copiers, and enterprise applications.

• Answers helpdesk calls, creates and updates work orders, and ensures timely, documented resolution of all assigned tasks.
• Installs, configures, images, and troubleshoots Microsoft Windows, Microsoft 365, and commonly used City applications using standard deployment methods.
• Assists with basic Active Directory functions, including password resets, account lockouts, account creation, and computer account updates.
• Triages and escalates potential cybersecurity issues such as phishing reports, antivirus alerts, and malware notifications.
• Supports the City’s mobile workforce by installing, maintaining, and upgrading mobile and wireless devices.
• Works with Network Technicians and Telecommunications on network issues, device connectivity, and IP phone setups or transfers.
• Assists in tracking and logging software licenses and maintaining an accurate inventory of City-wide equipment.
• Educates end users on safe computing habits and basic cybersecurity awareness.
• Drives a City vehicle to supported sites to perform assigned duties when needed.
• May be required to participate in and/or facilitate training to support departmental or City initiatives and requirements.
• May be required to work overtime or alternate hours as necessary for the efficient operation of the department.
• Position is designated as Mission Critical., * Computer hardware, Microsoft Windows OS, Microsoft 365, and mobile device platforms.
• Installing, configuring, and maintaining PCs, laptops, and peripherals.
• Networking fundamentals in an Active Directory environment.
• Cybersecurity risks, vulnerabilities, and safe computing practices.
• Wireless and cellular technologies.

ABILITIES

• Follow structured troubleshooting processes and resolve moderately complex issues.
• Maintain confidentiality and use elevated permissions responsibly in accordance with IT policy.
• Learn and support standard and proprietary City applications.
• Move and install moderately heavy computer equipment.
• Understand and execute complex oral and written instructions and maintain effective working relationships.
• Identify and appropriately escalate cybersecurity threats and suspicious activity.

WORKING ENVIRONMENT/PHYSICAL REQUIREMENTS

• Primarily sedentary work with periods of walking or standing and lifting up to 50 pounds.
• Potential exposure to conditions requiring proper safety gear, such as power plants or facilities with variable lighting.
• May involve exposure to server rooms, network closets, industrial facilities, or other environments that require proper safety equipment.
• May involve exposure to bright or dim lighting and prolonged use of a computer monitor.
• Normal visual acuity, hearing, speaking ability, depth perception, and manual dexterity necessary for technical support activities.

This job description outlines the general nature and level of work and is not intended to be an exhaustive list of duties or qualifications. Management reserves the right to modify or assign additional responsibilities as needed.

Do you have a valid Driver’s License license?, Do you have experience in Telephony?, Do you have a Associate’s degree?, * Associate degree from an accredited college or university related to computer repair.

• Two years of experience in technical computer support.

An equivalent combination of education, training, and experience that provides the knowledge, skills, abilities, and other competencies necessary for success in the target position may be considered.

SPECIAL REQUIREMENTS

• Must possess and maintain a valid driver’s license.
• Must possess and maintain a valid telephone number.
• CompTIA A+, Network+, Security+, Microsoft, or equivalent certifications preferred.
• Must be able to complete required training and obtain certifications for new technologies used by the City.
• May be required to pass an elevated background check provided by the City of Lakeland Police Department upon hire.
• Availability for after-hours support, emergency response, maintenance activities, or cybersecurity incident response may be required.

Pulled from the full job description

• Parental leave
• Vision insurance
• Dental insurance
• Paid jury duty
• Bereavement leave
• Life insurance
• Free parking