NEOGOV · 3 months ago
Technology Support Technician
Human Resources, GA
Full-time
Onsite
Entry Level
$67K/yr - $67K/yr
2+ years expNEOGOV is a technology company that provides solutions for public sector organizations. The Technology Support Technician will support the City’s service desk system, assist with hardware and software applications, and provide support to the Public Safety Support Team.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Frontline response to user requests for service or issues
Proactively recognizes the problem and implements needed solutions
Works with higher-level support staff to solve issues or pass on
Responds to queries via service desk software, chat, email, or phone
Create step-by-step training material with screenshots for clients
Provides support and maintenance for in-house computer systems, including carrying out diagnosis, upgrade, repairs, maintenance, and installation of all equipment and hardware devices, as well as ensuring top performance of workstations
Identifies and corrects a problem by performing diagnostic reviews and developing error reports as requested
Maintains log of incoming service desk calls and updates records and tracking databases
Carries out proper tracking of service requests and ensures resolution to problems are documented in the ticketing system
Works through the problem-solving process with customers, empowering them to do the same in the future
Remains in touch with a customer until their issues are totally resolved or/and the request is completed
Reports significant and recurring issues to management
Frequently checks the ticketing system for incoming service desk requests; vets requests thoroughly, then evaluates and routes them
Responsible for opening and closing service requests
Manages classification of requests, assigning and tracking of requests, and completion of requests
Collects feedback to determine patterns and issues such that they can be resolved, or FAQs can be provided to customers to ease in troubleshooting
Offers outstanding customer support and excellent communication in accordance with all service desk procedures and policies by identifying and working with all remote users, city network users, as well as with other service areas
Ensures a positive support experience for customers; develops a good relationship and trust with city users by exhibiting a professional attitude and a welcoming approach to understanding customers’ problems
Works with other positions in the department to learn the day-to-day operation of all systems
Ensures adherence to data quality standards within the service desk platform and identifies areas of improvement to achieve data quality
Prepares computers for deployment and decommission computers for auction. Trains incoming staff in the use of support systems
Build, configure, install, and coordinate replacement of user computers
Removal, wiping, and disposal of old inventory
Provides desktop support to clients; installs and configures hardware, software, operating systems, and peripherals; troubleshoots diagnoses and resolves complex hardware and software problems
Is a member of the Public Safety On-Call rotation
Performs various duties such as word processing, spreadsheet formulation, photocopying, processing mail, performing data entry, or greeting visitors
Communicate with the director, manager, team, employees, other departments, program participants, outside organizations, and other individuals as needed to coordinate work activities, review the status of work, or exchange information
Maintains a calendar of appointments or events relating to all activities
Maintains confidentiality regarding data, information, documentation, processes, and functions of the City of Alpharetta
Creates/maintains support for department records
Attends and participates in professional group meetings; stays abreast of new trends and innovations in the field of local and wide area network development
Works with other positions in the department to learn the day-to-day operation of all systems
Performs related duties as required or assigned
Qualification
Required
Associate's degree or higher from an accredited college or university with major course work in computer science, information systems, or a related field
Two years of proven experience as a computer support employee, service desk employee, or other customer service role
Ability to work nights, weekends, holidays, and at odd or irregular hours for extended periods of time in either on-call or emergency conditions
Personal vehicle required to travel between various City and business-related locations
Possession of a valid Georgia Class C driver's license
Preferred
Bachelor's degree from an accredited college or university with major course work in computer science, information systems, or a related field
Benefits
Medical, Dental and Vision
FSA: Medical and dependent care.
Defined Contributions 401(a): City contributes 10% of employee's annual base pay.
Deferred Compensation (457) and Matching Contributions: employees may elect to participate at any time.
Paid Holidays: 10 City Holidays and 1 Personal Holiday upon hire and every Jan. 1st.
Paid Parental Leave: 2 weeks paid parental leave for birthmother, spouse and adoptive parents (*after 1 year of employment*).
Georgia College Savings (529): Employees can opt to participate in this state-sponsored, tax-advantaged college savings plan.
Tuition Reimbursement: After 1 year of employment, employees may receive tuition reimbursement up to a rate equivalent to 15 credit hours at Georgia State University annually.
Employee Assistance Program (EAP): 24/7 assistance. 6 confidential counseling sessions per issue for employee and/or family member.
Group Term Life Insurance and AD&D: Employee: 3.5 x annual base pay up to annual maximum. Spouse: $5,000. Child: $2,500.
Disability Insurance: Short-Term Disability: 66.67% of base pay after 14 days of disability. Long-Term Disability: 60% of base pay after 26 weeks of disability.
Paid Time Off (PTO): PTO is provided for rest, recreation, illness and family needs.
Employer of Choice. Great work atmosphere.
100% discount on City Recreation & Arts Programs
FREE Wellness Program and Annual Flu Shots
Direct Deposit
Employee Recognition and Service Awards
Bereavement Leave
PTO Sell Back Days
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase