What are the responsibilities and job description for the Help Desk/Network Technician position at City of Kenosha?
The City of Kenosha's Information Technology department is a fast-evolving and collaborative environment. IT serves City departments as their innovation partner and technical troubleshooter. The department also serves as a strategic resource as a change agent for new technologies and process efficiencies.
This position provides first-line support and technical assistance to computer users by answering questions or resolving computer problems in person, by telephone, in writing, or electronically by email. Work involves the analysis and resolution of reported problems, creating user training guides, and coordination of user training. This position works under the general direction of the City’s Director of Information Technology.
This position is responsible for a department with a wide range of directives and activities. Therefore, the essential duties and responsibilities reflect the priorities of this position in the specific areas of administration, leadership, management, and communication as follows:
- Ensures systems and networks are functional through observation, monitoring, and specific routines.
- Identifies, evaluates, and prioritizes customer problems and complaints to ensure that inquiries are resolved appropriately. Ensures customer needs are met and documented properly.
- Answers help desk inquiries via telephones and email regarding computer software or hardware operations.
- Installs, modifies, and repairs computer hardware and software.
- Installs computer peripherals for users.
- Refers major hardware or software problems or defective products to vendors or technicians for service.
- Assists in the addition and removal of staff access to the enterprise.
- Assists in various system operations and troubleshooting related to the City's technical infrastructure.
- Develops training materials and procedures and trains users in the proper use of hardware or software.
Education, Training and Experience Requirements:
- Valid driver's license with a good driving record and personal vehicle for use on the job.
- Associate's degree in Computer Support Specialist/Network Support Specialist or related field and one to two years experience in troubleshooting/analyzing computer problems; or, any equivalent combination of education, experience and training which provides the following knowledge, skill, and ability requirements.
- Knowledge of computer hardware, software, electronic and wireless equipment, including applications and programming.
- Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
- Knowledge of transmission, broadcasting, switching, control, and operation of telecommunications systems.
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records and other office procedures and terminology.
- Working knowledge of the following technology, software and platforms are preferred:
- Open Source software: Firefox, Office, vi editor.
- Linux server applications and desktop environments.
- Google Workspace.
- Microsoft Desktop and Server Support.
- Common email, and messaging operations.
- Strong networking fundamentals.
- Understands the process of monitoring network performance; troubleshooting Ethernet network problems and outages; collaborating with network architects on network optimization, and interact with users to assist with their Ethernet network issues is preferred.
- Understands the process and functionality of virtualization.
- Ability to communicate with all levels of users
- Ability to understand the points being made and ask questions as appropriate.
- Ability to communicate with others to convey information effectively.
- Ability to use logic and reasoning to review information, identify problems, develop and evaluate options, and implement solutions.
- Ability to communicate effectively both verbally and in writing as appropriate for the needs of the audience.
- Ability to manage time effectively.
- Ability to develop specific goals and plans to prioritize, organize, and accomplish work within established department procedures.
- Ability to accept criticism and deal calmly and effectively.
- Task requires the pulling, pushing, lifting, or carrying of 10 to 20 lbs. of weight on a regular basis, and up to 100 lbs. of weight on occasion.
- Task requires speaking, hearing, and listening.
- Task requires the ability to use a telephone and cell phone, personal computer, laptop or tablet, fax machine, projector, television, calculator, and printer.
- Task requires frequent walking, using hands to handle, or feel including repetitive motions, and using small hand tools such as screwdrivers, pliers, etc.
- Task requires sitting, standing, reaching, bending, stooping, crawling, climbing and/or twisting.
- Tasks involve sitting and/or standing for long periods of time.
Tasks are regularly performed where exposure to dust, dirt, heat, cold, noise, fumes, odors, vibrations, wetness, humidity, and temperature changes is probable, often in confined spaces where there may be a risk of electrical shock.
Sensory Requirements:
Tasks require color perception and discrimination, including close vision and the ability to adjust focus.Applicant's education, training, and experience will be analyzed. Written, oral, proficiency and/or other exams may be given to determine if the applicant has the necessary knowledge, skills, and abilities. An appointment will be made in accordance with City policy, and the Civil Service Ordinance Rules and Regulations. Applicants will be required to pass a motor vehicle record review and criminal background check.
Salary : $54,156 - $80,724
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