What are the responsibilities and job description for the Help Desk Technician position at Woodland Park?
Job Description
Under the direction of the IT Manager, the Helpdesk Technician is accountable for ensuring continuity of computer system services for computer users by providing the technical expertise, assistance, and project coordination necessary to install computer software products, modify/repair hardware and resolve technical problems. Perform a variety of maintenance, software installation, end-user support and training tasks to ensure end-user workstations and network performance meet city and user requirements. Provide support to staff on City-supported applications. Troubleshoot computer problems, determine source and advise on appropriate action.
Essential Duties and Responsibilities
- Through training and end user support, provides instruction for system users on operating systems and other applications; assists users in maximizing use of networks and computing systems. This includes but is not limited to hardware and City-supported applications (City email configuration, timesheet system log-in, etc.).Assures, within established guidelines, which users can access and work with the computer system(s).
- Provide technical assistance and advice in a timely manner to users as needed. Includes support of Microsoft Office software and questions users may have related to the software. Investigates user problems and identifies their source; determines possible solutions; consults with IT Manager and possibly test and implement solutions.
- Install, configure and maintain software and hardware products. This would include following guidelines established to complete a standard set-up of computers / hardware. May also install software and hardware beyond the standard set-up as directed. Repair hardware as necessary and work with service vendors as directed.
- Deliver excellent customer service by greeting customers in a friendly manner, ascertain the problem they are experiencing and resolve the issue in a timely manner.
- Set up of computer and related equipment for meetings and users as requested / scheduled.
- Research software products and applicability to organizational environment as requested by IT Manager.
- Utilize existing ticketing system to prioritize tasks with a high level of autonomy. Provide user support with minimal supervision and document findings and resolutions.
- Provision, deploy, maintain/troubleshoot, and retire City cellular phones (mainly iOS, some Android). Train and support end-users, as necessary.
- Troubleshoot and remedy printing issues (set/modify computer and application defaults, provide end-user training, etc.), working with end-users and vendors, as necessary.
- Frequently collaborate with other members of the IT team, other City departments, outside contractors, and vendors to both maintain day-to-day operations and implement new projects and initiatives.
- Assist with maintenance of City network and communication center information systems to include hardware and software applications.
- Troubleshoot telecommunications (phone) systems.
- Provide orientation to new and existing City staff.
- Effectively communicate technical information to non-technical personnel.
- Learn and support new systems and applications.
- Establish and maintain effective working relationships with City employees and vendors.
- Manage City Audio Visual equipment which will include evening hours.
- Other special projects and duties as assigned.
ADDITIONAL RESPONSIBILITIES
Serve as ‘on call person’ for computer-related issues that may arise from time to time.
SUPERVISION RECEIVED
Works under the direct supervision of the IT Manager.
SUPERVISION EXERCISED
None.
Knowledge, Skills and Abilities
- Associate’s degree from an accredited college or university in Computer Science, Information Systems, Computer Engineering or a related field.
- Two (2) years of experience in a technical support environment.
- A combination of education and experience to provide for the necessary knowledge, skills, and abilities may be considered.
- Preferred: CompTIA IT Fundamentals, CompTIA A , Microsoft Fundamentals, or Cisco CCT
- Valid driver’s license
- Advanced knowledge of Microsoft Office Software and Operating Systems.
- Knowledge of computer and/or network security systems, applications, procedures and techniques.
- Knowledge of theory, principles, practices and methods of utilizing and analyzing centralized computer systems, peripheral equipment, local area networks and wide area networks.
- Ability to diagnose computer workstation, server and network problems.
- Skilled in practices and methods of training computer users.
- Must have strong interpersonal skills.
- Ability to prioritize and exhibit strong time management skills.
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to reach with hands and arms. The employee frequently is required to stand; walk; and use hands to finger, handle, feel or operate objects, tools, or controls. The employee is occasionally required to sit; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear.
The employee must frequently lift and/or move up to 50 pounds and occasionally lift and/or move more than 70 pounds. Specific vision abilities required by this job include close vision, and the ability to adjust focus.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee frequently works in a climate controlled office environment. Occasionally the employee will be exposed to outside weather conditions, which include wet and humid conditions, hot and/or cold conditions, and airborne particles. The employee may on occasion, work near moving mechanical parts; in high, precarious places; be exposed to fumes or airborne particles, toxic or caustic chemicals, extreme cold, extreme heat, and vibration.
Selection Guidelines
Formal application, rating of education and experience; oral interview and reference check; job related tests may be required.
The duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position.
The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change.
Includes excellent benefits package with medical, dental and vision insurance.
EEO/AAE
