Network Services Response Technician I (49430)

General Description:

The purpose of this class within the organization is to support the City’s enterprise-wide edge technology, deskside computing, multimedia systems, and event-based technology services. This role is primarily responsible for daily technology response, troubleshooting, installation, configuration, monitoring, and maintenance of end user devices and assigned systems. And then secondarily, as time permits, this position will be responsible for various developments and project work supporting the City’s facilities and expansion projects. This class works under limited supervision and is expected to provide direct customer assistance, rapid issue resolution, support for City meetings and multimedia systems, and continuity of assigned enterprise services.

Minimum Education and Experience Requirements:

High school diploma or equivalent required; associate degree in IT, related discipline preferred or better. Requires two or more years of experience in technical support, deskside support, service desk, or edge device support roles. Experience supporting large/complex environments is preferred. An equivalent combination of education, training, and experience will be considered.

Special Certifications and Licenses:

A Valid Driver’s License. Must obtain FBI / CJIS security clearance and bi-annual certification. CompTIA A+ or equivalent preferred.

Desirable Knowledge, Skills, and Abilities:

• Basic scripting knowledge (VBScript, PowerShell, or similar) is a plus.
• Full command of Microsoft desktop/edge platforms, Windows imaging, device configuration, and lifecycle management.
• Proficiency with Microsoft Defender, Intune, SCCM, AD/Azure AD, Microsoft 365 applications, and SolarWinds monitoring tools.
• Strong written and verbal communication skills; English fluency required.
• Reliable and willingness to dynamically adapt work schedule for City events and operational needs that may vary week to week.
• Strong troubleshooting skills for hardware, OS, connectivity, and edge device security settings.
• Ability to independently diagnose problems within approved standards and remediate them promptly.
• Ability to deal with people beyond giving and receiving instructions. Must be adaptable to performing under stress when confronted with emergency situations or tight deadlines.
• Ability to maintain positive customer-focused relationships with co-workers, supervisors, agencies, the general public, and all other internal and external customers. Personally demonstrates appropriate customer service skills.
• Work is performed onsite. The incumbent must be present at work to perform the essential functions of this job.

Essential Job Functions:

Technical Support, Monitoring & Response

1. Monitors, supports, troubleshoots, and maintain enterprise edge devices including desktops, laptops, tablets, conference systems, mobile devices, multi-media devices and peripheral equipment.
2. Provides day-to-day desk-side support consistent with duties described in internal ITS technician documentation.
3. Supports City events, after-hour meetings, multimedia setups, onsite technology needs, and required vendor assistance.
4. Respond to and resolve issues submitted via the City’s ticketing system (TechTools) and will document and close out any assigned tickets as required.
5. Performs installation, imaging, configuration, and ongoing lifecycle support of all assigned IT equipment.
6. Diagnoses and corrects operational issues to maintain service continuity and minimize customer downtime.
7. Supports network connectivity troubleshooting, including wired/wireless access, switchport issues, and related connectivity configurations and tasks.

Edge Services Administration

1. Maintains understanding of edge device security settings, patching, policies, and standard configurations.
2. Assists with patch management using Intune, SCCM, and related tools.
3. Supports monitoring and management of systems using SolarWinds and similar platforms.
4. Applies security policies and settings consistent with City standards referenced in internal IT policy communications.

Enterprise Application & Service Support

1. Provides first-tier support for Microsoft 365 applications, Microsoft Windows OS, and enterprise edge service configurations.
2. Assists with procurement, inventory, documentation, deployment, and commissioning or decommissioning of hardware as described in internal ITS technician responsibilities.
3. Supports multimedia, TEAMs Rooms, and conference room technologies including displays, conferencing equipment, audio/video systems, and collaboration tools.
4. Assists on facility technology designs and implementations for city projects when time permits.

Technical Analysis, Documentation & Communication

1. Analyzes deskside issues, determines root cause, documents findings, and communicates status updates clearly.
2. Prepare reporting or documentation as requested by management.
3. Contributes to developing and maintaining policies, procedures, and training materials for user support and edge device operations.
4. Performs all other duties as may be assigned to meet organizational needs.

This Notice is not intended to be an all-inclusive list of duties, knowledge, skills and abilities required to do the job. This is intended only to describe the general nature of the job. A more comprehensive list of duties, responsibilities and essential job functions is available on the job description. The City of Rock Hill is an Equal Opportunity Employer and does not unlawfully discriminate on the basis of race, religion, color, political affiliation, disability, national origin, genetic information, sex (including pregnancy, childbirth, or related medical condition), or age.