Helpdesk Technician

• Provides and maintains helpdesk support for City’s computers, peripherals, network, telephones, and mobile devices.
• Works with other information technology personnel in troubleshooting Tier 1 helpdesk tickets.
• Handles departmental purchasing and payables, including the oversight of mobile plans.
• Walk customers through problem solving process.
• Follow up with customers, provide feedback and see problems through to resolution.
• Demonstrates strong sense of urgency in supporting all customers.
• Responds to support calls in a timely manner.
• Ensure proper recording, documentation and closure of service tickets.
• Analyzes, troubleshoots, resolves, and documents technical operational problems related to computers, peripherals, network, telephones and mobile devices.
• Monitors and schedules support activities to provide operational services in a timely, efficient, secure, and reliable manner.
• Assists with inventory control of the City’s hardware, basic software, network, telephone and mobile equipment.
• Installs and maintains computers, peripherals, telephones and mobile devices.
• Maintains Active Directory profiles of all employees. 
• Attends meetings, conferences and workshops as requested and authorized;
• Performs related work as required.

• Knowledge of various operating systems;
• Ability to thoroughly test a computer program to replicate and solve user or compatibility problems;
• Ability to quickly learn and put to use new skills and knowledge brought about by rapidly changing technology;
• Ability to develop reports, files and analysis as assigned;
• Ingenuity and inventiveness in the performance of assigned tasks;
• Ability to establish and maintain harmonious and effective working relationships with a wide variety of people that include senior management, employees, outside agencies, and the general public.
• Ability to utilize excellent customer service skills and exceed customers' expectations
• Ability to conduct formal and informal training regarding computer equipment, telephone equipment and software.
• Ability to work under direction to prioritize work and seek solutions to specific problems.
• Ability to apply logical and orderly analysis process to troubleshooting Develop conclusions and present recommendations to resolve technical problems.
• Ability to operate electronic testing equipment and/or tools in the installation and/or repair of computer, peripheral, and telephone equipment problems.
• Ability to understand and follow written and oral directions.
• Ability to effectively communicate, orally and in writing, 
• Ability to safely operate a City vehicle when assigned in the performance of essential job functions.
• Ability to troubleshoot and repair workstations, laptops tablets, monitors, printers, mobile devices and other IT related peripherals.
• Ability to resolve routine problems independently and some non-routine problems through standard troubleshooting procedures. 
• Excellent oral (phone etiquette) and written communication skills.
• Ability to work in a positive, professional, solution-based manner and maintain effective working relationships with clients and co-workers.

Minimum Qualifications

• High School Diploma or equivalent (G.E.D.); and
• A minimum of six (6) months of experience providing helpdesk support, installation, and/or maintenance services on a computer and telephone products and/or systems, helpdesk support.

• Graduation from a college or university of recognized standing with an Associate’s degree in computer science, or related field.