What are the responsibilities and job description for the Helpdesk Support Specialist – Senior position at City of Little Rock?
This position is not designated as a safety/security sensitive position and is not subject to random drug and alcohol screening.
JOB OBJECTIVE: To provide first level remote technical support for network users by supporting the users of network resources through remote control access to users desktop to configure, install and troubleshoot and/or resolve workstations/software problems.
- Provides first level remote technical support for network users by supporting the users of network resources through remote control access to users desktop to configure, install and troubleshoot and/or resolve workstations/software problems; maintains Helpdesk calls in the Helpdesk system of trouble calls and how they were resolved.
- Loads and configures software, and images on both new and reloaded personal computers; formats equipment for reuse and or decommission in compliance with Department of Defense (DOD) standards.
- Maintains inventory of computer equipment, including tagging of new equipment transferring of reused equipment and decommissioning of equipment and removal of city tag; files paperwork required by Finance for asset management pertaining to city inventory of computer equipment.
- Answers questions and provides information from callers regarding computer software and network problems; remotely assists and resolves user issues with problems in commonly used software, hardware, and other equipment.
- Instructs users regarding personal computer operation and software applications; ensures customer satisfaction during problem resolution; tracks and researches detailed information about each customer's service needs in the Helpdesk system; follows-up with all customers to ensure that their needs have been met.
- Serves as liaison with network users and technical staff to communicate the status of problem resolution to network users, logs and tracks requests for assistance related to Information Technology-supported systems; gathers and logs appropriate data related to each request.
- Maintains and updates various logs regarding inventory received and helpdesk telephone calls.
- Performs a variety of network problem analysis and monitoring tasks for the City's network users, performs initial problem analysis and logs all Helpdesk issues using the Helpdesk software; works with the Information Technology staff as appropriate.
- Processes database backups as required; ensures backup tapes are made for off-site storage.
- Monitors device connectivity to the network to ensure the network is functioning properly.
These knowledge, skills, and abilities are usually, although not always, acquired through completion of high school, supplemented by course work in Information Technology, Computer Science or a related area; two (2) years of experience working with computer operating systems and software applications, which includes two (2) years of experience in a helpdesk environment. Equivalent combinations of education and experience will be considered.
ADDITIONAL REQUIREMENTS:
- Must obtain level four (4) Criminal Justice Information System (CJIS) security certification within six (6) months of employment and maintain the certification for the duration of employment in this position
DISCLAIMER:
This document does not create an employment contract, implied or otherwise.
- Performs other related duties as required.
- Knowledge of the methods and techniques of computer/help desk operations.
- Knowledge of computer fundamentals and business software, including database, spreadsheet and word processing software.
- Knowledge of the methods and techniques of personal computer and system network operations.
- Knowledge of personal computer hardware and software troubleshooting.
- Knowledge of computer software installation
- Knowledge of inventory/asset management techniques.
- Knowledge of networking systems.
- Skill in troubleshooting computer and system network issues.
- Skill in the operation of a personal computer and peripheral equipment.
- Skill in the operation of a computer system and peripheral equipment.
- Ability to load and/or reload operating system and application programs on personal computer.
- Ability to analyze problems and develop solutions.
- Ability to format hard drives to the Department of Defense Standards.
- Ability to diagnose level one personal computer and system network issues.
- Ability to read and interpret technical computer operations and software application manuals.
- Ability to investigate problems with microcomputer applications software.
- Ability to convey technical issues and solutions to non-technical users.
- Ability to investigate problems with microcomputer applications software.
- Ability to provide users with guidance in the proper use of standard desktop software tools.
- Ability to troubleshoot to meet system needs and software problems over the telephone.
- Ability to enter trouble tickets in the help desk system.
- Ability to schedule the running of computer programs.
- Ability to detect computer hardware malfunctions.
- Ability to maintain detailed log books.
- Ability to listen and communicate effective, both orally and in writing.
Salary : $18 - $27
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