Service Desk Technician I/II/III

Department: Information Technology FLSA Status: Nonexempt Hiring Salary: $24.99 - $29.98 Welcome, ‘ist das Leben schön!’ (Life is good!) At the City of New Braunfels, we seek out people ready to serve the community, plan for the future, and preserve our well-renowned natural beauty. Our five Core Values serve as a cornerstone of our work: Integrity, Service, Visionary Leadership, Stewardship of Resources, and Cultural Heritage. Do our values speak to you?   What we’re looking for: Under the general direction of the IT leadership team, this position supports City team members by providing technical assistance, maintaining computer hardware and software, delivering customer service at the highest level, and ensuring effective operation of the City’s technology environment. Responsibilities include installation, troubleshooting, repair, system configuration, mentoring, problem resolution, and contributing to process improvements across the IT Service & Support function. Benefits & Total Rewards: Our City team members are our most valuable asset! We offer Total Rewards when you join our team. Competitive medical, dental and vision insurance 2:1 match on retirement contribution Paid volunteer time off – 16 hours per year Vacation accrual starts at date of hire – up to 120 hours annually your first year Get paid to stay – longevity pay on top of your regular pay after one full year Tuition reimbursement program Bilingual pay offered Keep learning – professional and personal development training available The responsibilities you’ll be trusted with: The following duties  ARE NOT  intended to serve as a comprehensive list of all duties performed by all team members in this classification, only a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties. Service Desk Technician I: The Service Desk Technician I will assist the Service Desk team with the support, maintenance and deployment of the City’s computer equipment and peripherals.  Installs hardware, software, peripherals and provides technical assistance and computer support to other departments.  Assists in staff training for the various software applications used within the City. Oversee daily performance of computer systems Answer user inquiries on software and hardware issues Set up equipment for new and existing users Install and perform minor repairs to hardware, software, and peripherals Field and track incoming service desk requests via phone and email Prioritize and schedule problem resolution.  Escalate problem (when required) to appropriate technician. Access knowledge bases and software updates for troubleshooting Perform hands-on fixes including hardware installation, software upgrades, and configuration Test solutions to verify problem resolution Preserve confidentiality of sensitive information Perform other duties as assigned or required Service Desk Technician II: In addition to the responsibilities of a Service Desk Technician I: The Service Desk Technician II maintains and performs preventative maintenance for the City’s computer equipment and peripherals.  Installs hardware, software, peripherals and provides technical assistance and computer support to other departments.  Assists in staff training for the various software applications used within the City. This role plays a mentoring role for entry-level team members. Maintain and update systems with limited supervision Assist with development of computer images Make minor adjustments to the ticketing system Conduct diagnostics and provide technical assistance Create and maintain simple applications using internal development tools Mentor and assist Technician I personnel Produce reports, or system‑related documentation as needed Maintain a positive customer service experience Perform other duties as assigned or required Service Desk Technician III: In addition to the responsibilities of a Service Desk Technician II: The Service Desk Technician III is a senior-level, non-supervisory technical support lead responsible for ensuring the reliable daily operation of the organization’s computer systems, software, and hardware. This role provides advanced troubleshooting, incident resolution, and technical guidance to end users while monitoring system performance and identifying emerging issues or trends. The Service Desk Technician III leads complex problem-solving efforts, develops and maintains system images, manages the service ticketing platform, and creates applications and tools that enhance departmental efficiency. Develop and maintain all computer images Perform advanced configuration and reporting within the ticketing system Utilize diagnostic tools for complex technical issues Create complex applications and maintain development workflows Refer major software or hardware issues to vendors Develop training materials and train team members Mentor Technicians I and II Collaborate with leadership to define requirements for new systems Prepare evaluations and recommend improvements for hardware or software Develop help sheets and FAQs Provide advanced troubleshooting and problem analysis Perform other duties as assigned or required Your areas of knowledge and expertise that matter most for this role: Education and Experience: Service Desk Technician I : High School Diploma or GED required; AND up to one (1) year of IT experience, including internships and/or academic projects. Service Desk Technician II : High School Diploma or GED required; Associate or Bachelor degree in Computer Science, Management Information Systems, or related field preferred; AND at least two (2) to three (3) years experience in IT service desk or related experience, including application and software troubleshooting. Service Desk Technician III : High School Diploma or GED requi