Helpdesk Technician

Job Description

Excellent Opportunity for Helpdesk technicians Full Time Contract 8 weeks Pay: $15 or $18 depending on experience Under general supervision of the IT & Communications Manager, provides Tier 1 and 2 desktop support for users, computers, and technology for the computer environment. The Desktop Specialist is responsible for providing a variety of configuring, installing, and supporting end‑user computing solutions (i.e. hardware, software, printers, phones, and other approved end‑user hardware peripherals such as scanners, AV equipment, etc.).

Performs regular maintenance and updates to operating systems, software packages and hardware while minimizing downtime and increasing productivity. Monitors the performance of the City’s desktop infrastructure and makes suggestions for improving efficiency.

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform job‑related tasks other than those specifically presented in this description.

• Installs, tests, and repairs City hardware and software, performs routine maintenance and applies vendor updates to software to include PCI (Payment Card Industry) and PS (Public Safety) compliant computers/profiles.
• Assists with the installation and configuration of VOIP equipment to include voice and video teleconferencing equipment and software.
• Ensures desktop computers interconnect seamlessly with diverse systems including associated validation systems, file servers, email servers, application servers and administrative systems.
• Provides exceptional customer service in person, via phone and email as appropriate by interacting with City staff to establish support priorities and explain the capabilities and limitations of the available equipment and software.
• Responds to, completes and assists with service requests that are assigned from the ITS Helpdesk ticketing systems to maintain exceptional customer support and to meet or exceed all Service Level Agreements in place.
• Analyzes PC, network, software and peripheral requirements or issues.
• Works with IT Security staff to detect and remove viruses, malware, and other threats to the network and equipment.
• Participates in hardware and software reviews and recommends purchases. Analyzes and makes recommendations for hardware and software standardization.
• Assists in preparing and distributing user guides and training.
• Documents procedures, standards, best practices configurations, settings, installation sequences and back‑out instructions.
• Serves as contact for remote network locations to obtain clarification of problems and to identify solutions and/or corrective actions.
• Assists as Technical Liaison between Vendors of hardware and software to include wireless vendors for connectivity with the City’s mobile computers.
• Researches new equipment/trends for City application and compatibility.
• May be required to operate a motor vehicle in performance of assigned tasks.
• Performs other related duties as required.

Education and Experience Associate’s degree from an accredited college or university in IT, Computer Science or a related field; or High School Diploma/GED and four (4) additional years of related experience. Five years of experience in computer networking and PC troubleshooting.

Licenses or Certifications CompTIA A Certification.

Other Job Requirements None.

None.

Knowledge of:

• Modern office practices and procedures.
• Report and recordkeeping principles and techniques.
• Principles of microcomputer and telecommunications systems, procedures, analysis, design and programming.
• Networks facilities, TCP/IP, Ethernet topology, PC hardware and software.
• PC applications such as Client Access, Outlook, PC Anywhere, MS Office Suite, and Internet connections.
• Microsoft PC-based operating systems and Netware.

Skill in:

• Oral and written communications for effective expression and clarity.
• Customer service.
• Troubleshooting and analysis.

Ability to:

• Provide…