IT Help Desk Technician

Pay Range: $24.67/hr. - $30.83/hr. | $51,308 - $64,135 annual compensation

Job Posting Closing on: Tuesday, November 26, 2024

Workdays & Hours: FLSA Nonexempt position. Monday – Friday, 7:00am – 4:00pm or 8:00am – 5:00pm; some evening/weekend work may be required. Hybrid on-site work model available with supervisory approval.

Benefits for this position include: 11 Paid Holidays, Medical, Dental, Vision, Paid Time Off, Pension Plan, Professional Development Opportunities, and much more.

The City of Fort Worth is one of the fastest growing large cities in the U.S. Our employees serve the needs of nearly 1,000,000 residents, promoting our values of exceptional customer experience, mutual respect, embracing our diversity, continuous improvement, ethical behavior, and accountability.

An IT Help Desk Technician position is available with the City of Fort Worth IT Solutions Help Desk Division. The IT Help Desk provides the first line of support for all IT related issues for City of Fort Worth staff as well as associated vendors and contractors.  Assistance is provided through two main avenues, support over the phone through a call center queue, and support through email correspondence.  The IT Help Desk is also the primary group responsible for managing the ticketing system where all IT related issues and requests are documented.

Minimum Qualifications: 

• High School Diploma/GED and;
• One (1) year of experience in a computer help desk environment solving user problems in Windows operating systems, LAN/WAN, MS Office Suite, internet browsers, end-point security, Active Directory account management, permissions management, and mobile devices.
• Valid Texas Driver’s License
• Minimum of one certification specific to the role such as, but not limited to: CompTIA, A+, Comp TIA Security+, CompTIA Network+, HDI Certification, ITIL Foundations certification
• Possession of A+ certification, or ability to obtain within sixty (60) days of hire
• Candidate selected for hire must pass a CJIS background check (see below for details)

 Preferred Qualifications:

• At least one (1) year of experience providing remote technical support over the phone
• Proficiency using oral and written communication skills
• Proven success using customer service and relationship management skills
• Help Desk Institute (HDI) Customer Service Representative or HDI Support Center Analyst certification

 The IT Help Desk Technician’s job responsibilities include:

• Provide remote technical support via phone and email
• Document technical issues with the necessary information so they can be escalated to and resolved by other teams
• Create/modify/disable Active Directory accounts
• Correctly assign and re-assign IT tickets to the appropriate teams

Physical Demand

Sedentary Work – Depending on assignment, positions in this class typically exert up to 10 pounds of force occasionally, a negligible amount of force frequently, and/or or constantly having to lift, carry, push, pull or otherwise move objects. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Working Conditions

Depending on assignment, positions in this class typically require touching, talking, hearing, seeing, grasping, standing, walking and repetitive motions.

Criminal Justice Information Systems (CJIS) Background Check

Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.  Due to CJIS requirements related to system access, the following will result in being disqualified for this position:  Felony Convictions, Felony Deferred Adjudication, Class A Misdemeanor Conviction, Class B Misdemeanor Convictions in the last 10 years, Class A Misdemeanor Deferred Adjudication, Class B Misdemeanor Deferred Adjudication in the last 10 years, an Open Arrest for Any Criminal Offense (Felony or Misdemeanor), and ALL Family Violence Convictions regardless of class.