This is a provisional appointment.

Brief Job Description (essential functions of the job):

The Department of Innovation and Technology (DoIt) is seeking a Service Desk Technician to provide end-user support and resolution to internal and external customers on basic hardware, network, software, and application problems.  This will include problem recognition, research, isolation, and resolution steps.  Applicant will need to interact with appropriate personnel in order to resolve on-going issues.  Applicant must perform all work duties and activities in accordance with City of Boston policies & procedures.  Applicant will be expected to resolve work orders both at City Hall and off-site City locations.

• Responds to telephone calls, emails, and other requests for DoIT support.  Ensures all requests are documented and entered into  DoIT’s ticketing system of record.  
• Documents, tracks, and monitors technical problems to ensure a timely resolution.  
• Supports and troubleshoots software and hardware problems for end-user applications and systems including but not limited to:operating systems (e.g. Windows, Apple, iOS, Android), common productivity tools (e.g. Microsoft Office, GSuite/Google Apps), print drivers, web browsers, network and file shares, and other tools/systems as required.
• Performs computer administrative tasks for callers that may include but not limited to: resetting passwords, unlocking accounts, and troubleshooting other routine and/or semi-routine user computer issues.   
• Provides timely, professional, accurate, and courteous customer support to all callers while attempting first call resolution to problems.    
• Runs periodic system monitoring scripts to validate applications & services are running.
• Performs related work as required.  

• Applicant must have at least one (1) year of full-time, or equivalent part-time, paid experience providing first level telephone & customer support to desktop users.
• Applicant must have a working knowledge of the Microsoft Operating System Product Line including Windows 7, Windows 10, and Apple iOS.
• Working knowledge & experience working with PC Hardware, Apple Products, & Software applications, although not a mandatory requirement, is strongly preferred.  
• Good working knowledge of the following: Microsoft Office Suite of programs, GSuite/Google Apps (email, drive, docs, calendar, etc.) although not a mandatory requirement, is strongly preferred.  
• Experience working with enterprise  ticketing systems, although not a mandatory requirement, is preferred.  
• Must be detailed-oriented and able to consistently follow established processes and procedures.
• Must possess strong people interaction skills, including good customer service and telephone skills, and oral and written communication skills.
• Must be a team player, with a flexible attitude toward work assignments and changing priorities.
• Must be able to use initiative and be proactive in regards to work assignments.
• Ability to exercise good judgment and focus on detail as required by the job.

BOSTON RESIDENCY REQUIRED.

You must live within Boston city limits at the start of your employment. Residency will be verified.

Union/Salary Plan/Grade: SEIU /RL-15

Hours per week: 35