Senior Service Desk Technician, Police Department

Based on expeience, our typical hrining range for this position is as follows: TYPICAL HIRING RANGE: $69,200.00 - $75,936.51 / Annual $33.26 - $36.50 / Hourly  SUMMARY OF POSITION It is our goal to become one of the leaders in municipal technology delivery and our intent to hire competent, knowledgeable, dynamic, self-motivated, and action-oriented talent to help us meet our goal.  This is the opportunity for the right individual to use creativity to deliver solutions that will have a direct impact on a dynamic, rapidly growing city.   The Senior Service Desk Technician serves as the tier 3 escalation point for the desktop support team.  The Senior Technician is responsible for developing and maintaining desktop support standards and processes including but not limited to hardware, OS, images, patch/update testing and deployment.  This position provides the opportunity for professional growth within the organization.   GENERAL EXPECTATIONS FOR ALL EMPLOYEES  In order for us to continue to achieve our primary function of making McKinney a better place to live, work, and raise a family, we hold these expectations for all employees.  * Learn and demonstrate an understanding of how team, department, and city goals are interconnected. * Contribute to a positive work culture. * Maintain regular and reliable attendance. * Ability to assess his/her work performance or the work performance of the team. * Contribute to the development of others and/or the working unit or overall organization. * Ability and willingness to work as part of a team, to demonstrate team skills, and to perform a fair share of team responsibilities. * Ability to continuously learn and develop through a mix of internal and external training opportunities, and if applicable, encourage subordinates to do the same. ESSENTIAL DUTIES AND RESPONSIBILITIES  * Work with end users to provide competent, reliable, and effective technical support for both hardware and software related issues. * Provide advanced level support for desktop hardware and operating systems. * Work closely with Service Desk Manager on projects related to the Service Desk. * Research and identify solutions to hardware and software related issues. * Document and log all work-related activity in departmental service support ticketing system and facilitate best practices for customer service support. * Develop and maintain knowledgebase articles. * Maintain and monitor SCCM back end environment (images, software packages, etc.) Create and maintain image for desktop/laptop computers. Develop and deploy software packages. * Manage and monitor internal assets to ensure accurate inventory records.  * Follow up with clients to ensure their systems are fully functional after incident resolution. * Provide excellent customer service to all clients. * Remote management of client computers. * Work with various departments to be subject matter expert in multiple areas. * Provide training to level I and level II technicians. * Provide 24x7 on-call support.   OTHER JOB FUNCTIONS: * Perform other duties as assigned or directed by management.        KNOWLEDGE, SKILLS, ABILITIES, AND BEHAVIORS * Ability to embrace and embody the city's core values of Respect, Integrity, Service, and Excellence (R.I.S.E.). * Advanced knowledge of Microsoft Office products (i.e., Word, Excel, and Power Point). * Skill in troubleshooting and problem solving. * Skill in performing remote deployments of Microsoft Operating Systems. * Skill in working with and administering Microsoft System Center Configuration Manager (SCCM). * Skill in managing Microsoft Active Directory Group Policy Objects (GPOs) and organizational units (OUs). * Skill in managing user profiles, rights, and permissions in Microsoft Active Directory. * Skill in working with and managing Microsoft Print Services. * Skill in providing excellent customer service. * Ability to work in a team environment; contribute as a team member and treat co-workers, subordinates and customers with respect. * Ability to build professional relationships with internal staff and customers. * Offer flexibility and adaptability, especially during times of change. * Communicate effectively both orally and in writing. * Ability to communicate technical information, both verbal and written to a wide range of end-users. * Effective hardware and software troubleshooting skills. * Working knowledge and experience with ITIL foundation processes * Ability to document issues and resolutions. * Ability to perform work in multiple environments. * Proficient in Windows OS, iOS, and Microsoft Office Suite. * Ability to actively listen and work in a team environment. * Experience with Active Directory and Print Servers. * Experience with basic user administration in AS/400. * Basic knowledge in SCCM software and image management. * Expertise in deploying and supporting desktops/laptops, phone systems, and various mobile devices. * Ability to adjust quickly to changing priorities and make quick decisions. * Broad knowledge of PowerShell scripting and automation. MINIMUM QUALIFICATIONS Any work-related experience resulting in acceptable proficiency levels in the below Minimum Qualifications may be an acceptable substitute for the below specified education and experience requirements. Bachelor's Degree in computer information systems or related field of study and a minimum of 4 years of work experience. Must possess valid A+, Network+, and Security+ certifications, ability to Obtain ITIL Foundation certificate within first year of employment, Experience working with the modern Windows Operating Systems, Microsoft Applications, and IOS.  PREFERRED QUALIFICATIONS * Extensive experience with SCCM. * Knowledge of Windows Server environments. * Experience working in public sector. * Hands on experience with diagnosing and resolving basic technical issues. * Excellent communication skills.   CONDITIONS OF EMPLOYMENT * Must have a valid Class "C" Driver's License and valid state required minimum automobile liability insurance prior to employment (must obtain Texas Class "C" driver's license and state required minimum automobile liability insurance within 30 days of hire per state law). * Must pass a drug test, driver's license check, criminal history background check, and social security number verification check. * Must pass CIJS Certification due to access to secured areas and/or information. * Must be able to work outside of regular business hours as required. PHYSICAL DEMANDS Tasks require the ability to exert moderate, though not constant physical effort, typically involving some combination of climbing and balancing, stooping, kneeling, crouching, and crawling, and which may involve some lifting, carrying, pushing and/or pulling of objects and materials of moderate weight (up to 50 pounds).   Some tasks require the ability to perceive and discriminate visual cues or signals.  Some tasks require the ability to communicate orally.   WORK ENVIRONMENT Essential functions are regularly performed without exposure to adverse environmental conditions.     The above statements describe the general nature and level of work being performed as of the date of preparation and approval.  They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the position.  Employees holding this position will be required to perform any other job-related duties as requested by management. The job description does not constitute an employment agreement between the employer and employee, and all requirements are subject to possible modification to reasonably accommodate individuals with disabilities.   The City of McKinney is an equal opportunity employer (EOE) committed to an alcohol / drug free workplace and to providing equal opportunities regardless of age, race, color, gender, religion, national origin, marital status, veteran status, disability or any other legally protected status.

Created: 2025-01-20