IT Technician Temp - Help Desk

The City of Flagstaff is looking for team members who are passionate about community, innovation, and quality of life. Come be a part of this cool community and see why the City of Flagstaff is Northern Arizona's employer of choice!

This role actively supports and upholds the City’s stated mission and values. Under direction of the Deputy IT Director, employees of this class are expected to perform day-to-day activities associated with the Help Desk, within the City’s IT Division.  

ADMINISTRATIVE DUTIES

• Supervisory: This position does not have any formal supervisory responsibilities.
• Budgetary:  This position carries out day-to-day activities within approved budget.
• Strategic Planning:   This position carries out day-to-day activities in order to reach the stated goals and objectives.
• Policies/Procedures:   This position carries out day-to-day activities in accordance with established policies and procedures.
• Compliance: This position carries out day-to-day activities in accordance with Federal, State, and Local laws, rules, and regulations as well as City policies and procedures.
• Council Communications:   This position carries out day-to-day activities in accordance with Council’s adopted priorities and direction.
• Reporting: This job does note have duties related to reporting to Federal/State. Local agencies.

• Provides exceptional customer service to both internal and external customers.
• Documents work order requests and resolutions in a timely fashion within the IT Ticketing Software.
• Works under the direction of Help Desk Team Lead and/or other internal IT teams to assist in larger projects as needed.
• Maintains the highest levels of confidentiality and security with regard to data access and confidential information.
• Assists with support of the City of Flagstaff Police Division’s devices and software.
• Assists with the Device Inventory Project
• Other duties as assigned.

HELP DESK

• May answer calls to the Help Desk phone line, monitor Email, greet and assist Help Desk walkup requests, closely monitor and address incoming Help Desk Tickets via the ticketing software.
• Provides front-line service to end-users on hardware and software related challenges.
• May assist with the annual device replacement cycle including installation and decommission of devices.

DESIRED EXPERIENCE AND TRAINING

• Actively working toward completion of a two or four-year degree in computer science, related field or area of assignment, or equivalent course work.
• Some IT related professional or educational experience.
• Strong customer service and communication skills/experience.

OTHER REQUIREMENTS

• Must possess, or obtain upon employment, a valid Arizona driver’s license.
• Regular attendance is an essential function of this job to ensure continuity.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES (ILLUSTRATIVE ONLY)

• Experience providing exceptional customer service in a Help Desk environment.
• Working knowledge of PC hardware, software, and peripherals.
• Experience working in a Microsoft Windows and Office 365 environment.
• Strong troubleshooting, analysis, and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to be a productive and effective team player.
• Ability to work under pressure and successfully complete time-sensitive tasks.
• Strong organizational skills, self-motivated and able to prioritize tasks.
• Strong aptitude for attention to detail and accuracy.
• Working knowledge of routine PC hardware & software support issue resolution procedures.
• Familiarity with Smartphone and tablet hardware & software.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

• While performing the duties of this job, the employee is frequently required to use hands to feel, reach with hands and arms, talk or hear; is regularly required to sit; and is occasionally required to stand, walk, climb or balance, stoop, kneel, crouch, crawl, or smell.
• The employee must frequently lift and/or move up to 10 pounds, regularly list and or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• There are no special vision requirements for this position.
• Working conditions include occasionally working near moving mechanical parts, and risk of electrical shock.
• The noise level in the work environment is usually moderate.

Salary : $21