IT Support Technician I

The City of Lynchburg is seeking an IT Support Technician I to join the Information Technology Department's Service Desk. This entry-level role provides frontline customer service and first-level technical support to users of City IT services. Responsibilities include entering requests and incidents, documenting issues in the work management system, and supporting various administrative tasks within the department. The position includes paid training and offers opportunities for professional growth and advancement. 

ESSENTIAL DUTIES AND RESPONSIBILITIES
Additional tasks that provide direct or indirect service to citizens may be assigned. 

• Provide customer support by responding to requests for IT services, technical issues, complaints, and general inquiries via phone and email. 
• Enter, track, and update request and incidents in the work management system.
• Ensure accuracy of documentation before closure and generate system reports as needed. 
• Use remote support tools to assist users with computer and software issues. 
• Coordinate setup and termination of IT services for new and departing employees. 
• Perform email administration tasks within Office 365.
• Monitor IT security reports and assist with responding to security-related incidents. 
• Notify IT management of trends or recurring issues observed in service requests. 
• Assist with preparing reports, presentations, and other departmental documents. 
• Greet and assist visitors at the IT facility and receive deliveries. 
• Provide support for meeting and training rooms and report facility-related issues.
• Occasionally travel to City sites to install computer hardware and troubleshoot technical issues.

• Perform additional tasks that support departmental or City operations as assigned. 
• During unusual situations or a declared State of Emergency, all City employees may be required to accept special assignments to ensure continued service delivery.

QUALIFICATIONS 
To perform this job successfully, an individual must be able to carry out each essential duty effectively. The requirements listed below represent the knowledge, skills, and abilities necessary for this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION AND EXPERIENCE

• Associate degree in information technology, computer science, or related field; or 
• One year of experience working in a technical support position; or
• An equivalent combination of education and experience. 
• Strong customer service and communication skills are required.

• CompTIA A+ certification is preferred.
• Must possess a valid driver's license and maintain an acceptable driving record according to City criteria. (View Criteria)
• Must successfully complete IS100 and IS700 National Incident Management (NIMS) training within 90 days of employment. Additional NIMS training may be required based on position needs.