This is a provisional appointment.

Brief Job Description (essential functions of the job):

Under supervision of and reporting to the Information Technology Director and/or delegate, the Data Processing Equipment Technician is assigned to the Information Technology Division and provides technical and administrative support. Assists network and systems managers with the maintenance, efficient operation, upgrade and support of the equipment.

The Data Processing Equipment Technician is the first point of contact for the Boston Fire Department Service Help Desk and interacts with service call vendors, outside technical persons, internal IT staff and user personnel to provide first-tier technology support installing, configuring, troubleshooting, repairing and resolving technology equipment and application problems.

Responsibilities include but are not limited to:

• Responds to telephone calls, emails, and other requests for IT support. Ensures all requests are documented and entered into the Inventory and Ticketing System.
• Documents, tracks, and monitors technical problems to ensure a timely resolution.
• Provides timely, professional, accurate, and courteous user support to all callers.
• Provides setup, installation, maintenance, and repair of desktop hardware or network connectivity.
• Installs new software applications as directed.
• Performs computer administrative tasks for callers that may include resetting passwords, unlocking accounts, and troubleshooting other routine or new user computer issues.
• Applies necessary fixes, patches, or upgrades to desktop and network equipment.
• Makes referrals to appropriate IT staff personnel for follow-up when necessary.
• Completes other computer and network tasks when required.
• Runs periodic ticketing system monitoring and reports on equipment inventory
• Performs related work as required.

• At least one (1) year of full-time or equivalent part-time, paid experience in the support of desktop users, including technical experience in preventative maintenance practice and troubleshooting.
• Technical education completion, A+ certification, or computer degree preferred.
• A proven background working in a Windows Network, Operating System XP, 7, 10, and Microsoft Office applications preferred.
• Technical experience with modern technology and wireless equipment is preferred.
• Ability to perform tasks to completion on a scheduled basis.
• Ability to work independently.
• Ability to move equipment, including up and down stairs required.
• Strong interpersonal skills, including good customer service, phone skills, and oral and written communication skills.
• Must be a team player with a flexible attitude toward work assignments and changing priorities.
• Ability to exercise good judgment and focus on detail as required by the job.
• Must have and maintain a valid Massachusetts driver's license.

The position will require traveling to different worksites throughout the city.

BOSTON RESIDENCY REQUIRED

A PRE-EMPLOYMENT DRUG TEST IS REQUIRED

Terms:

Union/Salary Plan/Grade: AFSCME/RA-15

Hours per week:   35