Job Description

Posting number: 2600351

Department: Information Technology

Job classification: Help Desk Technician

Posting type: Open

Categories: Administration, Clerical & Data Entry, IT and Computers, Customer Service, Office and Administrative Support, Database Administration, Software

Salary: $19.84/hr. minimum - $23.15/hr. mid-point (Depending on qualifications)

To provide initial response and assistance to users regarding computer software and hardware problems; consult with Information Technology support staff to determine if onsite support is needed and take appropriate action to dispatch support; create detailed support ticket to facilitate tracking and escalation of users issues; manage a city-wide personal computer inventory; manage accounts payable functions and process purchase orders for computer software, hardware and related equipment; and manage departmental time-sheets for payroll.

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SUPERVISION

General supervision is provided by the Senior PC Support Analyst.

Examples of duties

1. All behaviors comply with the Code of Conduct & Rules of Behavior outlined in Chapter 8 of the General Government Policies and Procedures Manual.
2. Investigate and resolve rudimentary computer software and hardware problems of users; receive calls from users having software and/or hardware problems; talk with user to learn procedures followed and source of error; answer questions applying knowledge of software, hardware, and procedures; consult with coworkers to research resolution of problem; prepare work orders and dispatch support when on site help is required; follow up on work orders to assure final resolution of problem.
3. Provide entry level training and information to users; receive calls from users requiring software assistance; provide on-line guidance to assist the user; provide other information such as status of work orders, purchases, etc.
4. Manage city wide personal computer inventory database; update database to reflect changes to hardware and/or software; generate inventory reports.
5. Maintain departmental purchasing documents for computer hardware and software; purchase IT related hardware and software; track purchases to ensure receipt of product; process paperwork for payment.
6. Maintain the helpdesk knowledgebase system by creating and modifying knowledgebase articles with assistance from various IT departments.
7. Monitor helpdesk ticket queue.
8. Serves as department payroll administrator.

Perform other duties as assigned.

Qualifications

EDUCATION

Associate's degree or accredited technical school certificate in personal computer and/or network support, or a certificate of competency in personal computer and/or network support.

EXPERIENCE

No experience required; however, two (2) years' experience in computer information system user support may be substituted for the educational requirement.

A High School Diploma or GED is required when substituting work experience for the educational requirement.

CRIMINAL HISTORY

When assigned to Criminal Justice Information Services Data:

Employee will not have a record of being convicted of a Class B misdemeanor or higher offense in order to work with and view Criminal Justice Information Services data.

LICENSES AND CERTIFICATES

Possession of a valid driver's license.

WORK SCHEDULE

• Monday - Friday 8:00 AM - 5:00 PM
• Remote 1 day a week after probationary period ends, with Director's approval.

Supplemental information

This position does not require a physical for employment.