Computer Support Technician

Computer Support Technician

DEPARTMENT: Information Systems

SCHEDULE: Monday-Friday, 8:00am 5:00 pm (some flexibility with hours)

REPORTS TO: Network / CIS Administrator

Position Summary:

The Computer Support Technician provides technical support to employees, ensuring seamless operation of software, hardware, and IT systems at the Northern Kentucky Water District (NKWD). This role is responsible for troubleshooting computer-related issues, maintaining systems, assisting with software installations, and supporting employees with IT-related inquiries. The position also includes maintaining IT documentation, configuring devices, and educating employees on cybersecurity best practices. Additionally, this position contributes to the compliance and efficient operations of the District.

Essential Functions:

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of this position.

Technical Support & Troubleshooting:

- Diagnose and resolve software, operating system, and hardware issues for NKWD employees.

- Monitor and manage the Helpdesk system, ensuring tickets are addressed in a timely manner.

- Set up and upgrade user PCs based on age or new hire requirements.

- Provide assistance with email security by evaluating the validity of emails and downloads.

Software & System Maintenance:

- Install, update, and maintain software and operating systems using Manage Engine and manual checks.

- Configure and manage employee accounts, ensuring proper access to necessary systems.

- Assist other departments with technology-related decisions for projects.

Device & Network Support:

- Configure and troubleshoot cell phones for new hires and current employees upgrading devices.

- Remove compromised devices from the network if necessary to prevent security risks.

Training & Documentation:

- Educate employees on best practices for identifying and avoiding cybersecurity threats.

- Create and maintain IT documentation for software use and training purposes.

Required Education and Experience:

- High school diploma or GED required.

- Associates degree in Information Technology, preferred.

- Prior experience in helpdesk support or IT troubleshooting, preferred.

Licensing/Certifications:

- Valid Driver License

Skilled In:

- Establish and maintain effective, fair, cooperative, collaborative and respectful relationships with internal and external colleagues, peers, work teams and workgroups.

- Good verbal and written communication skills.

- Ability to work with customers and other employees in a courteous manner.

- Basic understanding of Microsoft Active Directory and networking fundamentals.

- Strong problem-solving skills and ability to diagnose IT issues efficiently.

- Experience with Microsoft 365 applications.

- Strong time management skills to balance daily IT tasks and long-term projects.

- General understanding of software installation, maintenance, and troubleshooting.

- Familiarity with IT asset management and tracking systems.

- Cybersecurity awareness and ability to educate employees on best practices.

Work Environment and Physical Demands:

This job primarily operates in a climate-controlled environment but sometimes it may be spent in other facilities. Works with equipment such as computers, copy machine, phones and faxes. Frequently required to sit, stand, walk, and reach for objects. The position requires manual dexterity; auditory and visual skills; and the ability to follow written and oral instructions and procedures. There is no regular travel expected for this position.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Featured Benefits:

Paid Time Off Paid Sick Time 10 Paid Holidays (includes birthday) Medical Insurance

Dental Insurance Vision Insurance Pension program through Kentucky Public Pension Authority Short- and Long-Term Disability Basic Life and AD&D Insurance

Employee Assistance Program Wellness Program Flexible Work Schedule Hybrid Work Options (some positions) Tuition Reimbursement

The Northern Kentucky Water District employs qualified persons in all jobs in a manner which will ensure equal employment opportunity, as well as administer personnel actions in a manner as to not discriminate against any person on the basis of race, religion, national origin, age, sexual orientation or disability.