Title and Number of Position: Help Desk Technician II IT013Application Period:6/11/2024 – 6/18/2024Salary Range: Grade 9 $59,878.93 - $98,800.23Division – Section – Unit: Administration / IT Shift and Days: 8:30 AM – 4:00 PM / Monday – FridayLocation: ProvidencePosition Covered by Bargaining Unit Agreement:Yes DUTIES/RESPONSIBILITIES: Responsible for the second tier of help desk support and for providing technical assistance and support related to computer systems, hardware, or software. Assesses incoming help desk tickets and partners with the appropriate IT resources for resolution. Responds to queries, runs diagnostic programs, isolates problems, and determines and implements solutions. Provide technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. Respond to queries either in person or over the phone. Write training manuals. Train computer users. Maintain daily performance of computer systems. Respond to email messages for customers seeking help. Ask questions to determine the nature of the problem. Walk customer through problem-solving process. Install, modify, and repair computer hardware and software. Clean up computers. Run diagnostic programs to resolve problems. Resolve technical problems with Local Area Networks (LAN), Wide Area Networks (WAN), and other systems. Install computer peripherals for users. Follow up with customers to ensure the issue has been resolved. Gain feedback from customers about computer usage. Run reports to determine malfunctions that continue to occur. Responsible for toner inventory and replacement for printers within each facility.
EDUCATION/EXPERIENCE/SPECIAL REQUIREMENTS:EDUCATION /EXPERIENCE: High School Diploma/GED and a two-year degree in Computer Science or such as may have been gained through experience supplemented by technical training in information technology by accredited Educational Institutions. Five to seven years of related experience
Job Knowledge, Skills and Abilities: Tech savvy with working knowledge of office automation products, databases and remote control. Good understanding of Microsoft Windows and Office products. Good understanding of computer systems, mobile devices and other tech products. Ability to diagnose and resolve basic technical issues. Excellent communication skills. Customer-oriented and cool-tempered.
Physical Demands: Ability to lift and move computer-related equipment generally weighing approximately 50 pounds.
SPECIAL REQUIREMENTS: Valid driver’s license in good standing is required at time of hire.
AMERICANS WITH DISABILITIES ACT (ADA) PROVISIONS:REASONABLE ACCOMODATION: If an applicant is unable to perform any essential job functions because of their disability but can achieve the required results by means of a REASONABLE ACCOMODATION, then the individual shall not be considered unqualified for the position.
MEDICAL INFORMATION: Successful completion of a pre-placement physical examination and drug screen will be required after a conditional offer of employment has been made.
TO APPLY:Apply within the application period as shown on notice. This Agency does not assume responsibility for applications sent through the mail. NOTE: The Narragansett Bay Commission union contracts allow a 3-day grace period for its members only. APPLY ONLINE OR SEND RESUMES TO: resumes@narrabay.com (resumes must be in Word or PDF format), deliver to One Service Road, Providence, RI 02905 attention Human Resources, or Fax to 401-461-2242.THE NARRAGANSETT BAY COMMISSION IS AN EQUAL OPPORTUNITY EMPLOYER Powered by JazzHR
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