Join to apply for the INFORMATION TECHNOLOGY TECHNICIAN I role at City of Miami.
Nature of WorkThis is technical, specialized work in the support, troubleshooting, and documentation of cloud-based solutions, network tools, and core applications (Active Directory, DNS, VPN, antivirus, anti-spam), and core systems servers running fax, print services, etc. Work also involves research, installation, support, documentation, and optimization of personal computer hardware and software components, such as desktops, laptops, tablets, smartphones, printers, monitors, scanners, cameras, operating systems, email, antivirus, security settings, PC imaging, PC applications, PC policies and performance, PC virtualization, etc. An employee in this class works with general supervision under a more senior technical manager.
Essential Functions
Performs as a Service Desk Technician answering initial telephone calls, emails, walk-ins or other forms of communication reporting initial “trouble calls.”Assesses (Tier 1) Customer Service Calls (work orders/service orders) and performs tier 1 level customer service support to customers.Escalates work orders to the appropriate level of support when Service Level Agreements are not able to be met.Supports and maintains backbone network devices such as: Ethernet switches, routers, firewalls, etc.Supports and maintains core systems and applications: Office 365, Antivirus, fax, Active Directory, SQL, SPAM, Firewalls, Operations Manager, Configuration Manager, VMWARE, Hyper-V, Data-File, clusters, print services, etc.Supports disaster recovery solutions to guarantee business continuity.Resolves service requests associated with end-user equipment and software.Troubleshoots PCs, laptops, printers, and all related hardware and software.Installs and configures new and existing workstations.Installs enterprise standard virus protections software, backup and recovery software, electronic mail, internet software, office automation products, and standard operating systems software.Communicates problems to management and follows through on each task assigned.Analyzes computer software and hardware problems to determine causes of failure and implements appropriate remedies according to established departmental standards.Interfaces with programming staff, operations staff, technical staff, and departmental users and customers on all computer and network-related issues and problems.Supports data backup and automated scheduling systems and applications.May evaluate new hardware/software.Implements network backup and disaster recovery procedures.Supports research of new technologies and end-user components to provide systems, services and solutions a higher level of security, reliability and efficiency.Minimum Requirements
High School diploma or its equivalent.One (1) year experience troubleshooting, installing, upgrading, maintaining PCs, laptops, printers or associated peripherals in a Microsoft Windows operating system environment, utilizing Microsoft products including but not limited to MS Outlook, Office 365 and virus protection software operating in the most current released version or the immediate predecessor of a Microsoft Windows based environment.A Valid Driver's License from any state (Equivalent to a State of Florida Class E or higher) may be utilized upon application.A+ certification is desirable.OR
Equivalent combination of education and experience beyond a high school diploma or its equivalent and one (1) year of the required experience mentioned above.SPECIAL NOTE: Applicants selected to fill the position may be subject to undergo and successfully pass a City of Miami Police Department background check depending on the location of the assignment.
Selection Preference for City Residents: In accordance with APM 2-02, applicants for classified positions who are City of Miami residents and new hires will receive preference in selection from interview ranking bands provided that any two (2) of the following documents are submitted with the employment application and again at time of interview.
OPEN/NON-COMPETITIVEAn Equal Opportunity Employer.
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- Government Administration
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