Reports to: Helpdesk Supervisor        Class Code: 1383

Pay grade: 107        FLSA: Exempt

Hourly Wage: $35.31 ~ $42.36

NATURE OF WORK

The role of the City of Rockford, Deskside Support Technician is to provide tier 2 technical support and assistance to end-users within the organization. This involves diagnosing, troubleshooting and resolving hardware, software, and network-related issues. The Deskside Support Technician focuses on providing in-person, on-site technical assistance to end-users within an organization. This role also triages tickets escalated from tier 1 Helpdesk Technicians.

DISTINGUISHING FEATURES

Work involves troubleshooting, resolving, and documenting Tier 1 and Tier 2 technical issues. It focuses on resolving hardware-related and more complex problems that are escalated from Tier 1 support. Deskside support technicians are also involved in project planning and the execution of city-wide initiatives, such as hardware lifecycle replacements and enterprise software rollouts.

ESSENTIAL FUNCTIONS (These essential duties are only illustrative.)

Diagnoses and resolves Tier 2 technical issues, including complex hardware, software, and network problems that require in-depth analysis. 

Addresses and resolves escalated tickets from Tier 1 support, determining when issues should be escalated to specialized teams or higher-level support. These technicians possess strong knowledge of hardware, software, and networking concepts, and are proficient with remote support tools, ticketing systems, and diagnostic utilities.

Maintains primary functions such as managing print servers, endpoint patching, and Service Desk tools.

Works in an on-call rotation for after-hours and holiday support to ensure critical services remain operational.

All other duties as assigned 

Maintains reasonable and predictable attendance.

SUPERVISION RECEIVED

Works under the supervision of the Helpdesk Supervisor or other administrative superior, who reviews work for the effectiveness of services provided, user satisfaction, and results achieved.

SUPERVISION EXERCISED

Supervision is not usually a responsibility of positions of this class. Functional direction may be exercised over other IT staff in connection with various activities. Employees may provide training, technical assistance and advice regarding assigned areas or to less experienced IT staff. 

WORKING CONDITIONS & PHYSICAL DEMANDS

Work is essentially sedentary with occasional walking, standing, and bending. Some local travel will be required. Work exposes the incumbent to numerous time-sensitive technical issues that require immediate resolution. Computer work requires manual dexterity. Installation or presentation work requires occasional lifting of computer units, monitors, printers and related equipment up to 50 pounds.    

SUCCESS FACTORS (KSAs)

Exceptional customer service skills, with a focus on providing a positive user experience.

Provide both remote-assistance using remote desktop tools and, when necessary, on-site support to troubleshoot and resolve issues.

Install, configure, and support more complex software applications, including enterprise systems. Provide guidance on configuration settings and resolve issues related to compatibility and functionality.

Maintain detailed records of all troubleshooting activities, solutions, and resolutions in the ticketing system. Ensure that tickets are updated regularly and closed after resolution, with all pertinent information documented.

Maintain and support server OS and hosted application such as print servers and service desk tools.

Monitor critical systems for performance issues or potential disruptions. Perform regular maintenance tasks such as applying software updates, patches, and monitoring alerts for any issues that need immediate attention.

Conduct root cause analysis for recurring issues to identify and implement long-term solutions. Provide feedback to management and other teams for continuous improvement of IT processes.

Ensure that support tickets are resolved within the specified time frames as outlined by SLAs. Prioritize tasks based on urgency and impact on business operations.

Create and update internal knowledge base articles, guides, and troubleshooting steps to aid both Tier 1 and Tier 2 support teams in resolving common issues more efficiently.

Strong verbal and written communication skills, with the ability to explain technical issues to non-technical users clearly and effectively.

Skill in using a computer and related equipment.

EDUCATION, TRAINING & EXPERIENCE

Possession of a Bachelor’s degree in computer science, information technology or a related field and four years of experience in the field of information technology; or any combination of education, training and experience that demonstrates the above listed knowledge, skills and abilities.  Any satisfactory equivalent combination of experience and training which ensures the ability to perform the work may be substituted for the required experience. Minimum of 2-3 years of progressive experience in an IT field. CompTIA, Microsoft, or other related industry certifications preferred.

NECESSARY SPECIAL REQUIREMENTS

Possession of a valid Illinois driver’s license.

Professional certification Criminal Justice Information Services (CJIS) is required within one (1) month of employment.

Will require a national background check. 

Availability to respond outside of standard working hours as needed. 

Residency Requirement: 

All employees (except Police and Fire) shall reside anywhere in Winnebago County or anywhere within fifteen (15) miles of the Rockford City Hall within six (6) months of completion of their introductory period, department heads and City Administrator shall live within the municipal boundaries of the City of Rockford within six (6) months of their completion of their introductory period.