Job Information
CITY OF ST GEORGE Technology Customer Service Representative in ST GEORGE, Utah
Position Summary
Under the general supervision of the City of St. George Technology Customer Support Manager, supports
City-owned workstation and network equipment; provides hardware and software planning and evaluation;
provides problem solving and training for end users; and ensures systems efficiency and integrity. This is an
entry level position.
Essential Functions (Essential functions, as defined under the Americans with Disabilities Act, may include the following
tasks, knowledge, skills, and other characteristics. The list of tasks is illustrative only and is not a comprehensive listing of all
functions and tasks performed by positions in this class.)
- Provides technical assistance, support, and advice as needed to users when resolving computer related
incidents through phone, e-mail, web, and in-person requests.
a. Answers, evaluates, and prioritizes incoming telephone, voice mail, e-mail, and in-person requests
for assistance from users experiencing problems with hardware, software, networking, or other
related technologies.
b. Independently identifies, troubleshoots, documents, and resolves user incidents.
c. Tracks resolution through problem solving cycle.
d. Keeps users informed of progress and resolution.
e. Provides training to users in the use of their systems.
f. Reports updates, status, and completion as needed to other city employees.
Assists with the installation of new hardware and software systems.
Assists with the upgrade of existing mobile devices, hardware, operating system, and software.
Evaluates and recommends changes and proposals for upgrades to existing hardware and software
systems.
- Escalates problems to vendors, administrators, and engineering staff and remain engaged through
resolution.
Assists with troubleshooting and setting up mobile devices, such as tablets and cell phones.
Contributes to a technology knowledge base.
Performs other related duties as required.
Typical Physical/Mental Demands/Working Conditions
May work alone or as a member of a troubleshooting team. Work is performed primarily indoors in a typical
office environment with travel to work stations. Uncomfortable conditions may include stooping, crouching,
bending, etc. May be susceptible to eyestrain, back discomfort, and hand and wrist problems. Medium
physical strength requirement: exerts up to 50 pounds of force occasionally and/or 25 pounds of force
frequently. Exposure to stress as a result of human behavior and irregular working hours required to get
equipment or programs set up or repaired under department time constraints.
Qualifications
Education: A+ or MCP preferred.
Experience: Minimum of one (1) year full time computer support work experience required. May substitute
on a year for year basis an equivalent combination of education and experience.
Licenses and/or Certifications: Possess a valid driver license. A valid Utah Driver License must be
obtained within 60 days of hire and be maintained throughout employment. Certification in ITIL
Foundations v4 must be obtained within 180 days of hire. Any new iterations of ITIL Foundations must
be obtained with 1 year of certification release.
Knowledge, Skills, and Abilities
Knowledge of:
• Inner workings and technological developments of computers, laptops, tablets, mobile devices, printers,
software, and related equipment.
• Emerging technologies.
• Wide variety of application programs.
• Federal copyright laws as they pertain to the use of computer software.
• The holistic nature of technology.
Skills in:
• Customer service.
• Interpersona l, written, and verbal communication.
Ability to:
•
• Provide a valuable, world-class customer experience when working with city employees.
• Communicate effectively with city employees and technical staff, both orally and in writing.
• uickly troubleshoot and resolve incidents in person or over the phone.
• Operate a variety of computer equipment, operating systems, and software.
• Explain technical material in layman's terms.
• Establish and maintain effective working relations with elected officials, department heads, other
employees, the public, and officials and employees of other jurisdictions.