What are the responsibilities and job description for the IT Helpdesk position at City of San Luis?
DUTIES AND RESPONSIBILITIES:
The duties listed below represent the various types of work that may be performed. This is not a comprehensive listing of all functions and duties performed by incumbents. The omission of specific statements of duties does not exclude them if the work is related or a logical assignment to this class. The job description does not constitute an employment agreement and is subject to change at any time by the employer. Essential duties and responsibilities may include, but are not limited to, the following:
- Supports information systems by providing first contact help desk assistance to enterprise computer users; works with users to troubleshoot and resolve application and network support issues.
- Receives user requests for resetting passwords, hardware configurations, resolving user software problems and escalating issues to higher level specialists as needed.
- Determines sources of concern, making recommendations for improvement, maintaining up to date knowledge of systems, and keeping proper documentation and logs or all requests and actions.
- Performs server checks daily to verify that critical servers are fully functional. Notifies appropriate IT staff members if server problems exist.
- Updates active directories, internal company phonebook, and IT On Call notification system database.
- Performs the installation of a new software or upgrades of existing software; conducts regular checks and preventative maintenance of personal computer and related systems.
- Maintains helpdesk ticket reporting system by creating, closing, and routing tickets to appropriate technician.
- Utilizes remote desktop applications and tools to provide remote assistance.
- Maintains Cellphone service account to process cellular service requests from City employees.
- Follows up with end users and IT staff to ensure issues are resolved in a timely manner.
- Performs administrative duties for the department such as requesting quotes from vendors, following up with vendors, receiving and submitting paperwork to contractors.
- Processes requisitions for the IT department and keeps track of open Purchase Orders.
- Ensures IT purchases arrive and payment to vendors are submitted accordingly.
- Performs related duties as required.
Will possess knowledge of:
- MS Office (Word, Excel, and Outlook), Internet and utilities.
- Anti-virus, malware, encryption, and other relevant to help desk support applications.
- Troubleshooting and maintenance of computer software and hardware.
- Security and privacy technologies, technological trends and developments, and user appropriate security controls and methods.
- Understand virtual networking technologies in virtualization environments such as Cloud, HyperV, and VMWare.
- Work in a secured environment with confidential information.
- Support and train end-users to operate computer systems, use networks, and solve or report immediate problems.
- Exercise sound judgment, plan, and coordinate work, prioritize service requests, and document problems.
- Communicate effectively both orally and in writing.
All requirements must be maintained throughout employment.
- Residency in the United States and within 25 miles from the City of San Luis
- A valid Arizona Driver’s License at the time of appointment
- Pass an extensive background check including polygraph examination.
Education, Training, and Experience:
- Associate’s degree in a Computer Science field and
- (2 ) years of experience in technical support of personal computers, networks, and workstation troubleshooting
Licenses and Certification:
- ACJIS Network Terminal Operator Certification OR ability to obtain certifications within six (6) months of hire.
DESIRED/PREFERRED:
- A certification or equivalent
- San Luis residency.
- Bilingual in Spanish.
PHYSICAL AND MENTAL DEMANDS:
The physical and mental demands described here are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Physical Demands
While performing the duties of this job, the employee is regularly required to sit, walk and stand; talk and hear; use hands to finger, handle, feel or operate objects, tools or controls; reach with hands and arms; and perform repetitive movements of hands or wrists. The employee is frequently required to lift up to 50 pounds unaided. Specific vision abilities required for this job include close vision and the ability to adjust focus.
Mental Demands
While performing the duties of this class, an employee uses written and oral communication skills; reads and interprets data, information and documents; analyzes and solves problems; uses math and mathematical reasoning; performs highly detailed work; deals with multiple concurrent tasks; and interacts with others encountered in the course of work, including frequent contact with customers and/or the public and dissatisfied/abusive individuals.
Work Environment
The employee works in an office environment where the noise level is usually quiet. Certain positions within the classification may require availability to work flexible schedule.
Salary : $33,987
