Help Desk Technician

JOB OPPORTUNITY

We are looking for an accountable individual who takes initiative and works with a sense of urgency to join our growing team!

Resumes will be accepted through February 18th (5 PM)

JOB TITLE: HELP DESK TECHNICIAN

CLASSIFICATION: NON-EXEMPT

GRADE: GRADE 3 (starting pay $24.65 to $33.35/hr., depending upon experience)

DEPARTMENT: INFORMATION SERVICES

REPORTS TO: HELP DESK SUPERVISOR

LOCATION: YOUNGSTOWN (HYBRID)

About RITA: Our Mission at RITA is to provide Ohio cities and villages with a high quality, cost effective municipal tax collection service. We currently serve nearly 400 cities and villages across the State of Ohio, collecting and distributing more than $2B of municipal income tax revenue annually, at an average cost in 2023 of less than one cent of every dollar collected. These income tax dollars are crucial to the provision of the public safety, infrastructure and recreational services that make these cities and villages great places to live, work and do business. At RITA, we work hard to fulfill our Mission to the Ohio cities and villages we serve, and strive to be the best and top choice for municipal tax collection in Ohio.

RITA Benefits: RITA is an OPERS employer that offers low monthly premiums for health benefits for employees, spouses and dependents with no monthly cost for dental and vision coverage. The Agency makes bi-annual contributions to employees’ Health Savings Accounts. Additional benefits include paid vacation and sick leave, including for mental health and for time to volunteer, along with 3 personal days provided on the anniversary of the employee’s hire date. The initial 3 personal days are provided upon successful completion of the 180-day Introductory Period and then again at the second anniversary and each anniversary thereafter. Employees also have access to an employee assistance program, which offers many services including digital Cognitive Behavioral Therapy (dCBT), benefits and claims advocacy services, and assistance with other matters, such as childcare, mental health and legal assistance.

Work Environment: You will be assigned to work primarily out of RITA’s Youngstown office, with the opportunity to work a blended schedule, meaning some days in the office, some days working from home, after completing your initial training. The Agency values flexibility that works both ways. Where possible, we seek to work with our employees to meet their needs while still providing excellent service and fulfilling our Mission. Our dress when in the office is professionally casual – jeans are welcome. We thrive on collaborative work, and we are best as a team with each person doing their part. There is plenty of opportunity for job growth within the Agency; Career growth and development is encouraged and supported.

About the Role: The purpose of this position is to provide first level technical support to RITA employees, member municipalities, and taxpayers for issues experienced using Agency information systems and desktop computers. The Help Desk Technician is expected to communicate the status of assignments to management and end users on a regular basis. Occasionally travels to all RITA locations to provide support as needed.

EXAMPLES OF ESSENTIAL FUNCTIONS

1. Reviews documented resolutions, analyzes trends, and recommends ways to prevent future problems.

2. Communicates trending problems to department management to facilitate development of longer-term corrective action plans.

3. Contributes to annual planning for technology investments that help improve services provided by the Help Desk.

4. Identifies competitive pricing and alternatives for Agency technology investments as assigned by department management.

5. Fields incoming help requests from end users via telephone and email in a timely and effective manner.

6. Documents all pertinent end user identification information, including name, department, contact information, and the nature of problem into the Help Desk tracking system.

7. Tests fixes to ensure the problem has been adequately resolved.

8. Performs post-resolution follow-ups to end users.

9. Prioritizes and schedules completion of customer service requests.

10. Escalates problems (when required) to the appropriately experienced technicians within the department once the pertinent background information on the problem has been adequately documented in the Help Desk tracking system.

11. Records, tracks, and documents the Help Desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution in Help Desk tracking system.

12. Applies diagnostic utilities to aid in troubleshooting as required.

13. Accesses software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet, to aid in problem resolutions.

14. Identifies and learns appropriate software and hardware used and supported by the organization.

15. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications according to department standard operating procedures.

16. Performs preventative maintenance, including checking and cleaning of workstations, printers, and peripherals as needed.

17. Develops, maintains and follows department standard operating procedures to ensure a secure and reliable deployment of Agency software to municipal end users.

18. Develops problem resolution documents for department peers and end users of Agency information systems.

19. Maintains end user software and hardware asset inventory.

20. Creates purchase memorandums and purchase requisitions as directed by supervision

21. On-call availability required. Requires assignments and system support requests to be completed at various hours of the day.

22. Performs other related work as assigned.

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, the Agency reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Physical Requirements: The individual assigned to this position must be able to complete all physical requirements of the job, with or without a reasonable accommodation, which include, but are not limited to the following:

· Must be able to remain in a stationary position 50% of the time.

· Must be able to occasionally move to different locations inside the office.

· Constantly operates a computer to complete assigned work.

· Ability to learn and apply technical material.

· Occasionally moves computing equipment weighing up to 50 pounds.

· Frequently communicates with other employees throughout the Agency. Must be able to exchange accurate information in these situations.

About You: Associates degree in computer information systems or related field; or 3-5 years equivalent work experience and or an equivalent combination of education, training, and experience in the following;

· Strong working knowledge of basic computer hardware, including Intel or AMD based desktop computer platforms.

· Experience with Microsoft desktop and web administrator consoles operating systems and Microsoft based desktop applications.

· Strong working knowledge of a range of desktop diagnostic and troubleshooting utilities and practices.

· Good understanding of the organization’s goals and objectives.

· Strong written and oral communication skills.

· Strong interpersonal skills, with a focus on rapport-building, listening, and questioning skills.

· Strong documentation skills.

· Certifications in Microsoft or COMPTIA desktop or networking technologies a plus.

· Must have adequate transportation to travel to any RITA business location, sometimes on short notice, to provide technical support.

How to Apply: Please submit your resume no later than 5 PM on February 18, 2025. Only qualified individuals being considered will be contacted for an interview.

The Regional Income Tax Agency (Agency) is an equal opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals and in which personnel decisions are merit-based and applied without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, marital status, age, disability, national or ethnic origin, military service status, citizenship, or other protected characteristic. In compliance with the Americans with Disabilities Act, the Agency will seek to provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the Agency.

Job Type: Full-time

Pay: $24.65 - $33.35 per hour

Schedule:

• 8 hour shift
• Monday to Friday

People with a criminal record are encouraged to apply

Work Location: Hybrid remote in Youngstown, OH 44509

Salary : $25 - $33