Support Desk Engineer I

Job Requisition: 7186

Support Desk Engineer I (Contract to Hire)


Job Requisition: 7186

Description for Support Desk Engineer I:

The Support Desk Engineer I provides first tier technical support including but not limited to troubleshooting, diagnosis, and resolution of computer problems and city supported applications. 

Responsibilities for Support Desk Engineer I

  • Takes technical and non-technical requests for all end users. Provides primary support in answering and resolving basic to immediate Support Desk calls and computer operations including, but not limited to: password resets, printer problems, training calls, software troubleshooting requests, software requests, software installs, and basic telephone hardware troubleshooting support. 
  • Answers, evaluates, troubleshoots, and prioritizes incoming telephone, voicemail, email, and in person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies. 
  • Interviews users to collect information about problems and leads users through diagnostic procedures to determine source of error, as well as educate and instruct on various application and hardware issues. 
  • Provides system printer queue support.
  • Creates, enters, tracks, and follows up on electronic trouble tickets and communicates status and resolution to the appropriate parties.
  • Escalates all unresolved software and hardware calls to designated staff. 
  • Responsible for reporting results, following escalation process, and dispatching issues to the proper channels. 
  • Maintains knowledge of the appropriate software packages or operating systems used by the City.
  • Provides accurate and timely solutions to basic and intermediate Support Desk problems to minimize loss of end user productivity. 
  • Participates in team projects that enhance efficiency of Support Desk services. 
  • Assists with general project rollouts and support.
  • Performs desktop imaging and replacement.
  • Provides new user computer orientations and training. 
  • Monitors and escalates alerts and various system alarms.
  • Performs other duties required or assigned


Requirements for Support Desk Engineer I: 

  • Requires the ability to approach problems systematically, analyzing and evaluating solutions. 
  • Requires basic knowledge of computers, databases, software and programs. 
  • Experience with Active Directory
  • Knowledge of Dynamic Host Configuration Protocol (DHCP)
  • Requires ability to establish and maintain effective working relationships with city officials and fellow employees in the Information Technology Department and other departments in the city. 
  • Requires the ability to install and configure hardware and software. 
  • Requires the ability to establish and revise system documentation. 
  • Requires the ability to multi-task.
  • Requires availability for after hours and weekend on-call support.


*Legal authorization to work in the U.S. is required. Will not sponsor individuals for employment visas, now or in the future, for this job opening

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