Helpdesk Support Specialist – Senior

Salary

$17.75 - $27.34 Hourly

Location

Little Rock, AR

Job Type

Full Time- Regular Position

Job Number

202500634

Department

Information Technology Department

Division

Computer Operations

Opening Date

01/20/2025

Closing Date

1/29/2025 11:59 PM Central

FLSA

Non-Exempt

Bargaining Unit

N/A

Supervisory Responsibility?

No

On-Line Applications Only?

Yes

Department

Information Technology

Grade

708

• Description
• Benefits
• Questions
  
  

The City of Little Rock provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state, and local laws. City of Little Rock complies with applicable state and local laws governing non-discrimination in employment in every work location. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Objective & Safety/Security Sensitive Designation

SAFETY/SECURITY SENSITIVE DESIGNATION & JOB OBJECTIVE

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.

Essential Functions

ESSENTIAL FUNCTIONS & SUPERVISORY RESPONSIBILITIES

• 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.
  
  

Minimum Qualifications, Additional Requirements And Supervisory Responsibilities

MINIMUM QUALIFICATIONS & ADDITIONAL REQUIREMENTS

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.

SECONDARY DUTIES

• Performs other related duties as required.
  
  

Application Requirements

Knowledge, Skills And Abilities

• 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.
  
  

For physical requirements chart, click here!

City of Little Rock Benefits

Non-Uniformed NON-Union Eligible Full-Time Employees

Health Insurance (medical, dental, vision) - The City pays the eintire cost of employee only health insurance for the base plan. Higher levels of health coverage and dependent coverage is available at the employee's option; the City pays part of the cost of this additional coverage.

Life Insurance - The City pays the total cost of employee life insurance. Amount of coverage is one to three times salary, based on job classification.

Accidental Death and Dismemberment (AD&D) – The City pays the total cost for employee AD&D. Amount of coverage is one times salary.

Long-Term Disability – The City pays the total cost of long-term disability insurance. Amount of coverage is 60% of salary.

Retirement – Our 401a pension plan requires contributions by both the City and the employee.

Paid Time Off

Paid Time Off (PTO) Leave may be used for vacation, personal illness, funeral Leave/attendance, illness of a family member or other personal business.

Generous leave accruals with carry over capability.

Short-Term Disability Leave

Short-Term Disability (STD) can be used for extended personal illness requiring the employee to be absent more than three (3) days (with acceptable medical documentation).

All full-time non-uniformed non-union eligible employees earn STD at the rate of six (6) days per year.

After five (5) years of service, an employee will receive 2% of the STD account (maximum 1,000 hours) per years of service, upon termination of employment.

Longevity

Longevity pay will be paid at the rate of $4 per month for each year of service up to and including the fifth (5th) year and $6 per month for each year of service beginning at six (6) years and for each year thereafter.

Click here for other leaves and observed holidays. (Download PDF reader)

01

Are you willing and able to participate in an in depth background investigation conducted by the Little Rock Police Department as required for this position?

• Yes
• No
  
  

02

Please select the education field in which you have earned college credit:

• Computer science
• Information Technology
• Related area
• No related education or coursework
  
  

03

If You Have College Credit, Indicate Level Of Education

• The full-time equivalent of 1 year of college coursework.
• The full-time equivalent of two years of college course work or Associate's degree.
• The full-time equivalent of three years of college coursework.
• The full-time equivalent of four years of college coursework or Bachelor's degree.
• No related college coursework.
  
  

04

Please indicate your years of full-time (or equivalent) experience in a helpdesk environment:

• No experience
• Less than 1 year
• 1 - 2 years
• 2 - 3 years
• More than 3 years
  
  

05

Describe all relevant experience to include employer(s) and responsibilities. NOTE: No credit will be given if employer(s) listed are not included in your application. If no experience, enter N/A.

06

How did you find out about this particular position?

• LRJobs.LittleRock.gov
• Facebook/Social Media
• Arkansas Business
• KARK4/FOX16 Social Media Live
• Newspaper (Arkansas Democrat Gazette or El Latino)
• City Employee
• Friend or relative who does not work for the City
• Internet Search Engine (Google, Yahoo, Bing)
• Career Builder/Indeed
• Government Jobs
• Indeed
• College/University Career Page
• Career Fair
• Virtual Job Fair
• Career Counselor (Military or Goodwill, Workforce)
• Re-entry Program (Community Programs)
• Department of Workforce Services
• Professional Association
• Other
  
  

Required Question

Agency City of Little Rock

Department Information Technology Department Address 701 West Markham Street

Little Rock, Arkansas, 72201

Phone 501-371-4745