Desktop Services Specialist I

 

This is a full-time position in the City’s Innovation and Technology Department. An individual in this position will provide high level technical support for the department. Maintain a desktop environment by analyzing requirements, resolving problems, and installing hardware and software solutions. 

• Provide first contact support of incoming requests to the helpdesk via telephone, web portal, and email to ensure courteous, timely, and effective resolution of end-user issues related to computer systems, software, and hardware to the end user's satisfaction; 

• Escalate incidents with accurate documentation to a suitable technician, when required.
   

• Modify configurations, utilities, software default settings for the local workstation;
   
• Utilize and maintain the helpdesk inventory software and Maintain inventory of all equipment, software and software licenses through inventory system;
   
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution;
• Operate and test the functionality of all AV and integrated conference rooms;

 

• Perform routine testing and diagnostics for projectors, microphones, speakers, amplifiers, and displays;

 

• Ensure AV equipment is operational for scheduled meetings and events, addressing any issues promptly;
   
• Ensure each workstation has a functional computer, monitor, keyboard, mouse, hard drive, and any additional specialized equipment;

 

• Operate and test functionality of all AV and integrated conference rooms. Perform routine testing and problem diagnosis for projectors, microphones, speakers, amplifiers, and Displays.
   
• Install, test and configure new workstations, peripheral equipment and software. Manage PC setup and deployment for new employees using standard hardware, images and software;
   
• Intermediate technical support at the network level: WAN and LAN connectivity, routers, firewalls, VPN and security;
   
• Assign users and computers to proper groups in Active Directory;
   
• Perform timely workstation hardware and software upgrades as required;
   
• Improve customer service, perception, and satisfaction;
   
• Perform other duties as assigned; Subject to 24-hour recall.
   

• High School Diploma or GED
• Knowledge of computer software, operating systems, hardware and networking. 
• Excellent verbal and written communication skills.
• Three (3) years related professional experience as a helpdesk/desktop support staff, preferred.

The Department of Human Resources & Organizational Development may consider an equivalent combination of education, training and/or experience. 

Salary : $47,196 - $51,007