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City of Phoenix - IT - User Technology Specialist - 151984 (100% Onsite)
Closing Date: 12/4/2025 @ 2 PM
100% Onsite
Water Services Department has a vacancy for a User Technology Specialist (UTS). This position has the following essential functions:
User Onboarding & Access Setup
Create and configure new user accounts in Active Directory (AD), email, and other enterprise systems.
Set up user profiles, permissions, and security groups according to role-based access policies.
Provision hardware and software for new employees, including desktops, laptops, and mobile devices.
Conduct initial orientation on IT policies, tools, and system access
Maintain and update groups, and organizational units in AD.
Assign and adjust group memberships for access to applications, file shares, and network resources.
Apply security standards and ensure compliance with organizational IT policies.
Monitor and respond to incoming support tickets through the IT service desk system.
Perform first-line troubleshooting for desktops, laptops, printers, mobile devices, and Office 365 tools.
Escalate complex or unresolved issues to higher-tier support teams with detailed documentation.
Track ticket progress to ensure timely resolution and customer satisfaction.
Diagnose and resolve common issues related to user login, connectivity, and software errors.
Assist with printer setup, basic networking, and mobile device configuration.
Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint, etc.).
Document troubleshooting steps, resolutions, and user interactions in the ticketing system.
Develop and maintain process documents
Maintain accurate records of recurring issues to support trend analysis and process improvements.
Provide feedback to IT leadership on ticket volume, patterns, and areas requiring additional resources.
Work closely with system administrators and higher-level support staff on escalated issues.
Suggest process improvements for onboarding, access management, and ticket handling.
Stay current with updates to operating systems, productivity tools, and IT security best practices.
Diagnose and resolve hardware and software issues on desktops and laptops.
Perform routine maintenance, updates, and patching.
Configure, image, install, update and/or load operating system and applications.
Troubleshoot wired and wireless network connection issues for end-users.
Set up and troubleshoot printers, scanners, webcams, and other peripherals.
Manage docking stations, monitors, keyboards, and other user accessories.
Replace and repair hardware components when necessary.
Provide clear, courteous, and professional communication with users
Maintain accurate and timely records of support requests and resolutions