Helpdesk Technician
Coherent Staffing Solutions
Temporary
On-site
Cape Coral, Florida, United States
Helpdesk Support Positions
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 make suggestions for improving efficiency.
SPECIFIC DUTIES AND RESPONSIBILITIES:
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 recommend purchases. Analyze and make 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.
MINIMUM QUALIFICATIONS:
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 (5) years of experience in computer networking and PC troubleshooting.
Licenses or Certifications
CompTIA A+ Certification.
Must possess a valid state driver's license and obtain a valid Florida driver's license within thirty (30) days of hire or promotion.
OTHER JOB REQUIREMENTS
None.
PREFERRED QUALIFICATIONS
None.
ADDITIONAL MINIMUM QUALIFICATIONS REQUIRED: KNOWLEDGE, SKILLS, AND ABILITIES:
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 24/7 support and service when necessary. On call and standby assignments will be required.
Relate to people beyond giving and receiving instructions, to include applying consistent courtesy and tact in considerable public contact and/or confrontational situations.
Be adaptable to performing under frequent deadlines and/or in response to emergencies.
Apply sound judgment and interpretation based on acquired knowledge in circumstances where limited standardization exists.
Read and interpret various technical materials, ranging from moderate to complex terminology, associated with job functions.
Prioritize several activities and perform under pressure. Identify and solve user problems.
Utilize a variety of modern office equipment, i.e., computers, facsimile machines, copiers.
Compare and/or judge the readily observable, functional or composite characteristics of main system, remote systems, terminals and related system peripherals.
Add, subtract, multiply and divide, interpret graphs and calculate decimals and percentages.
Configure, operate, and install PC hardware, software and peripherals.
Inspect items for proper length, width and shape, and visually read various information. Train users on and recognize, analyze and resolve problems with PC hardware and software.
MINIMUM STANDARDS REQUIRED:
WORK ENVIRONMENT/ CONDITIONS
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 individuals with disabilities to perform the essential functions.
Tasks are generally performed in a common office environment.
PHYSICAL DEMANDS
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.
The position involves medium physical demands, such as exerting up to 50 lbs. of force occasionally, and/or up to 20 lbs. of force frequently, and/or up to 10 lbs. of force constantly to move objects. Tasks require some unassisted lifting, carrying, pushing and/or pulling of moderately heavy objects up to 50 pounds. Tasks may require prolonged periods of visual concentration and require moderate levels of eye/hand/foot coordination.
Requires the ability to speak, hear (perceive sound) and/or signal people to convey and exchange information; differentiate between colors or shades of color; read a variety of materials, at times complex; apply principles of rational problem-solving; record and deliver information, explain procedures, issue and follow oral and written instructions; and communicate effectively and efficiently in Standard English.