Reference # 19-00165 Title Desktop Support Technician
Location Phoenix, ARIZONA
Position Type Contract
Experience Level Contract
Start Date / End Date 18-03-2019 --- 18-03-2020
The City of Phoenix has an immediate need for four experienced Desktop Support Technicians to support the annual End User Device Replacement (EUDR) program. The program description is as follows:

1. EUDR Program: The City of Phoenix EUDR Program is an annual program focused on replacing business computers no longer under warranty and approximately 5 to 6 years old. This program was established to ensure that city has the appropriate technology to meet the requirements of new software and ensure staff can serve customers with efficient and reliable equipment. During this fiscal year, the city will be replacing approximately 2,500 computers citywide. To accomplish this goal and ensure that day-to-day operations are not impacted, we are looking for 4 desktop support technicians that have experience executing EUDR plans and addressing technical issues that may arise during the replacement process.

Candidates for this position will need to be organized, with the ability to follow procedures and checklists to ensure computer equipment is properly imaged, configured, and deployed with minimal rework. Additionally, candidates must be able to work in a team environment and autonomously when deploying equipment to numerous remote sites supported by the city. Strong customer service skills will be paramount, since this role will be responsible for working with staff at every level of the organization, including city management and elected officials. Strong communication skills will also be required to coordinate deployments, which will require scheduling of replacements and clearly understanding staff's needs.

" A minimum of 3 years of desktop support experience
" A minimum of 2 years participating in an EUDR program
" Very good understanding of Windows 10
" A minimum of 2 years of experience working with SCCM
" A minimum of 1 year of experience using Microsoft MDT to image and prepare Windows workstations for deployment.
" A minimum of 2 years using a IT service management tool to fulfil service or incident requests.
" Valid Driver's License

" Image and deploy computers throughout the city.
" Interact with team members and supervisor to coordinate replacements.
" Interact with customers to ensure required software is installed and files are migrated to the new computer systems.
" Close incident or service requests within 1 day of fulfilling the request.
" Update inventory information in the city's CMDB
" Escalate issues that cannot be addressed in a timely fashion
" Excellent verbal and written communication skills and the ability to interact professionally with a diverse group.

" Remedyforce experience
" A+ Certified
" Experience working with government organizations
" Knowledge of inventory management