What are the responsibilities and job description for the Helpdesk Technician position at City of Hamilton, Ohio?
The City of Hamilton is an EEO & AAE. Minorities and women are encouraged to apply.
The Help Desk Technician is an onsite position that responds to and completes assigned help desk tickets, performs basic computer, network and telephone related duties. This position analyzes, troubleshoots, and resolves technical operational problems, installation, and maintenance of hardware, peripheral equipment and software. The Help Desk Technician works closely with other City employees in the performance and achievement of assigned responsibilities. All work is done under the general supervision of the Help Desk Manager but considerable leeway is granted for the exercise of independent judgment.
The Help Desk Technician is an onsite position that responds to and completes assigned help desk tickets, performs basic computer, network and telephone related duties. This position analyzes, troubleshoots, and resolves technical operational problems, installation, and maintenance of hardware, peripheral equipment and software. The Help Desk Technician works closely with other City employees in the performance and achievement of assigned responsibilities. All work is done under the general supervision of the Help Desk Manager but considerable leeway is granted for the exercise of independent judgment.
- Provides and maintains helpdesk support for City’s computers, peripherals, network, telephones, and mobile devices.
- Works with other information technology personnel in troubleshooting Tier 1 helpdesk tickets.
- Handles departmental purchasing and payables, including the oversight of mobile plans.
- Walk customers through problem solving process.
- Follow up with customers, provide feedback and see problems through to resolution.
- Demonstrates strong sense of urgency in supporting all customers.
- Responds to support calls in a timely manner.
- Ensure proper recording, documentation and closure of service tickets.
- Analyzes, troubleshoots, resolves, and documents technical operational problems related to computers, peripherals, network, telephones and mobile devices.
- Monitors and schedules support activities to provide operational services in a timely, efficient, secure, and reliable manner.
- Assists with inventory control of the City’s hardware, basic software, network, telephone and mobile equipment.
- Installs and maintains computers, peripherals, telephones and mobile devices.
- Maintains Active Directory profiles of all employees.
- Attends meetings, conferences and workshops as requested and authorized;
- Performs related work as required.
- Knowledge of various operating systems;
- Ability to thoroughly test a computer program to replicate and solve user or compatibility problems;
- Ability to quickly learn and put to use new skills and knowledge brought about by rapidly changing technology;
- Ability to develop reports, files and analysis as assigned;
- Ingenuity and inventiveness in the performance of assigned tasks;
- Ability to establish and maintain harmonious and effective working relationships with a wide variety of people that include senior management, employees, outside agencies, and the general public.
- Ability to utilize excellent customer service skills and exceed customers' expectations
- Ability to conduct formal and informal training regarding computer equipment, telephone equipment and software.
- Ability to work under direction to prioritize work and seek solutions to specific problems.
- Ability to apply logical and orderly analysis process to troubleshooting Develop conclusions and present recommendations to resolve technical problems.
- Ability to operate electronic testing equipment and/or tools in the installation and/or repair of computer, peripheral, and telephone equipment problems.
- Ability to understand and follow written and oral directions.
- Ability to effectively communicate, orally and in writing,
- Ability to safely operate a City vehicle when assigned in the performance of essential job functions.
- Ability to troubleshoot and repair workstations, laptops tablets, monitors, printers, mobile devices and other IT related peripherals.
- Ability to resolve routine problems independently and some non-routine problems through standard troubleshooting procedures.
- Excellent oral (phone etiquette) and written communication skills.
- Ability to work in a positive, professional, solution-based manner and maintain effective working relationships with clients and co-workers.
- High School Diploma or equivalent (G.E.D.); and
- A minimum of six (6) months of experience providing helpdesk support, installation, and/or maintenance services on a computer and telephone products and/or systems, helpdesk support.
- Graduation from a college or university of recognized standing with an Associate’s degree in computer science, or related field.